Refund policy

Return & Refund Policy

Last updated: May 2026

At Santola, we want you to love your purchase. If for any reason you're not completely satisfied, we're here to help.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

Unused and in the same condition that you received it
In its original packaging
Free from signs of wear, stains, or damage

To start a return, please contact us at support@santolabags.com with your order number and reason for the return.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or if you receive the wrong product, contact us within 7 days of receiving your order and include photos of the issue.

We will evaluate the situation and arrange a replacement or refund as quickly as possible.

Non-Returnable Items

For hygiene and quality assurance reasons, the following items cannot be returned:

Used products
Items damaged after delivery
Gift cards
Final sale items

Return Shipping Costs

Customers are responsible for return shipping costs unless:

The item arrived damaged or defective
The wrong item was sent
The item was lost in transit and later delivered after a replacement was issued

We recommend using a trackable shipping method, as Santola is not responsible for returns lost during transit.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or credit card provider, it may take additional time for the refund to appear on your statement.

Exchanges

If you would like a different item, we recommend returning the original item and placing a new order.

Order Cancellations

Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.

To request a cancellation, email support@santolabags.com as soon as possible.

Lost Packages

If your package is marked as delivered but you have not received it, please contact us. We will work with the carrier to investigate the issue and determine the appropriate next steps.