Refund and Returns Policy

Effective date: 9 October 2026. This policy applies to purchases through SantonViva, operated by Santon Aura Fashions, and explains how customers and sellers should handle cancellations, returns and refunds.

1 Your legal rights come first

A consumer may cancel a qualifying electronic transaction within seven days after receipt of goods or services, or within seven days after conclusion of the agreement as applicable under Uganda's Electronic Transactions Act. For cancellation under this right, only the direct cost of returning goods may be charged, and money paid must be refunded in full within thirty days of cancellation. No restocking, handling or payment-processing penalty is added to that statutory right.

Where required supplier information or the opportunity to review, correct and withdraw before placing an order was missing, the Act provides a separate cancellation right within fourteen days after receipt, subject to its specific exceptions. This policy does not narrow either right or any other applicable legal remedy.

2 Start a request

Contact sales@santonviva.com or +256 700 948 008, or use the Refund Request Form. Provide an order number or other proof of purchase, the item, whether you are cancelling or reporting a problem, and the remedy requested. Explain a defect with photos if practical; lack of a video is not an automatic reason to reject a claim. A clear cancellation received in time records the request date. Waiting for our authorisation does not restart or shorten a statutory period.

We coordinate with the seller to confirm a safe return destination and method. Do not send a product to an unverified address. Our instruction process must not obstruct a legal cancellation or delay a refund beyond its legal deadline. Keep dispatch proof and remove personal data from returned devices where safe and practical.

3 Product care and inspection

Preserve the product, accessories and packaging where possible and avoid use beyond reasonable inspection while a return is pending. Pack it safely. Original packaging and an unboxing video are helpful evidence, not absolute conditions for exercising statutory rights. We will explain any disputed damage, missing item or proposed lawful deduction with reasons and evidence, and allow a response. We will not impose a deduction inconsistent with a statutory full-refund entitlement.

4 Faulty unsafe wrong or counterfeit products

Report damaged, defective, unsafe, counterfeit, wrong or materially misdescribed items promptly. The relevant seller must meet its legal obligations and SantonViva will help coordinate the remedy. Depending on the circumstances and law, the remedy may include repair, replacement or refund. Reasonable return costs caused by an established seller or fulfilment error are borne by the responsible seller or supplier. Stop using an unsafe item and ask support for safe handling instructions; do not ship dangerous goods without an approved method.

The seven-day cancellation window is not a limitation on all defect claims, warranties or other legal rights. Reporting a latent defect later does not automatically invalidate a lawful claim.

5 Product restrictions and sale items

Special handling may be needed for personalised goods, perishables, hygiene products, software and regulated products. We will explain any restriction and its lawful basis before relying on it. A category label such as final sale, opened, clearance or non-returnable does not itself override a statutory cancellation right or a remedy for faulty or misdescribed goods. Additional voluntary returns beyond legal entitlements may have clearly disclosed conditions.

6 Refund timing and method

We aim to initiate approved refunds within five to ten business days after approval. This operational estimate does not extend a legal deadline: a refund for a statutory seven-day cancellation is due within thirty days from the date of cancellation, not thirty days from inspection or approval. We will provide the refund reference and help investigate provider delays.

Refunds normally use the original payment method. Any alternative needs agreement and verification that protects the payer. We will not force store credit or an exchange instead of a monetary refund where the law requires one. For a statutory full refund, original delivery and payment charges are not automatically deducted; only the direct return cost permitted by the applicable right may be charged.

7 Exchanges and order cancellations

An exchange depends on stock and your agreement. We will disclose a price difference or lawful extra charge before you accept it. Contact support immediately to cancel an unfulfilled order. Preparation or dispatch does not remove a statutory right; a dispatched order may need the return process. If goods are unavailable, the supplier must notify you before the agreed fulfilment period expires and refund payment within thirty days. Other late-delivery cancellation rights are explained in the Terms and Conditions.

8 Review and escalation

We will explain an approval, refusal or proposed adjustment and the evidence considered. Ask support to review a disputed outcome. A payment-provider complaint, chargeback, regulator complaint or court remedy remains available. Keep your order, payment, correspondence and return records. Do not seek duplicate recovery for the same payment; tell us if your provider has already refunded it.

Business location: Naggalama, Uganda. SantonViva operates online. Contact Santon Aura Fashions at sales@santonviva.com or +256 700 948 008.