Return & Refund Policy

Last updated: 30 August 2026

SantonViva is an online marketplace connecting customers with approved independent sellers. Products are currently prepared and dispatched directly by participating sellers. SantonViva coordinates return requests, communicates with the customer and seller, and reviews the available evidence before approving a return, exchange, or refund.

1. Return request period

Customers may request a return within 7 days after delivery. To begin a return, contact SantonViva support before sending the product anywhere. A return sent without prior approval may be delayed or rejected.

2. Return eligibility

Unless the item was delivered defective, damaged, incorrect, or materially different from its listing, it must:

  • Be unused, unworn, unwashed, and in the condition in which it was delivered.
  • Include its original packaging, labels, accessories, manuals, and any accompanying items.
  • Be supported by the order number or other proof of purchase.
  • Be reported within the seven-day return request period.

SantonViva or the seller may request photographs, video, or other reasonable evidence to assess the item before return instructions are issued.

3. Non-returnable items

For health, safety, hygiene, or product-specific reasons, the following items may not be returned for a change of mind:

  • Intimate apparel, underwear, earrings, opened cosmetics, and personal-care or sanitary products.
  • Perishable goods, food, flowers, and other time-sensitive products.
  • Personalised, customised, or made-to-order products.
  • Digital downloads, activated software, gift cards, and promotional gifts.
  • Hazardous, flammable, or regulated goods.

This exclusion does not prevent a customer from reporting an item that arrived defective, damaged, incorrect, counterfeit, or materially misdescribed.

4. How to request a return

  1. Contact SantonViva through WhatsApp, phone, or email within seven days after delivery.
  2. Provide your order number, the reason for the request, and clear photographs or video where relevant.
  3. Wait for SantonViva to review the request and provide the correct return instructions.
  4. Package the approved item securely with all original parts and accessories.
  5. Return the item through the method and destination communicated by SantonViva.

Because sellers currently dispatch products directly, the correct return destination may depend on the seller and product. Do not send a product to an address that has not been confirmed by SantonViva support.

5. Return delivery costs

  • Change of mind: the customer normally pays the return delivery cost.
  • Incorrect, defective, damaged, counterfeit, or materially misdescribed item: the seller may be responsible for reasonable return delivery costs after SantonViva reviews and approves the claim.
  • Original delivery charges are normally non-refundable unless the return resulted from a seller or fulfilment error.

6. Inspection and decision

After the returned item is received, it will be inspected. SantonViva will communicate whether the request has been approved, partially approved, or rejected. A deduction or rejection may apply if the item shows customer-caused damage, use beyond reasonable inspection, missing parts, or altered packaging.

7. Refunds

When a refund is approved, SantonViva will initiate it through the original payment method where possible or another agreed method. Processing usually takes 5–10 business days after approval, but banks, card providers, and Mobile Money operators may require additional time.

If an approved refund has not appeared after the communicated processing period, contact SantonViva support with your order number and refund confirmation.

8. Exchanges

An exchange may be offered when an eligible replacement is available. If the replacement is unavailable, SantonViva may approve a refund or another reasonable resolution. Any price difference and applicable delivery charge will be communicated before the exchange is completed.

9. Sale and promotional items

Sale or promotional items remain eligible for review when delivered defective, damaged, incorrect, counterfeit, or materially different from their listing. Change-of-mind returns for clearance or final-sale items may be restricted when that restriction was clearly disclosed before purchase.

10. Cancellations

Contact SantonViva immediately if you need to cancel an order. Cancellation is not guaranteed after the seller has prepared or dispatched the product. If payment has already been processed, applicable payment, delivery, or handling costs may be considered when determining the refund.

11. Contact SantonViva support

  • WhatsApp/Phone: +256 700 948 008
  • Email: sales@santonviva.com
  • Support page: santonviva.com/contact-us/

Please include your order number whenever you contact us about a return, exchange, cancellation, or refund.