Return & Refund Policy

1. Overview

At Santon and Viva Collections, we prioritize customer satisfaction and ensure that returns and refunds are handled efficiently. Our return policy allows you to return eligible products within 5 days of delivery. After 5 days, we regret that we cannot offer a refund or exchange.

Please note that products must meet specific criteria to qualify for a return or refund.

2. Return Eligibility

To be eligible for a return:

  • The item must be unused, in the same condition as when you received it, and in its original packaging.
  • Proof of purchase, such as a receipt or order confirmation, is required.

Non-Returnable Items:

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers).
  • Intimate or sanitary items.
  • Hazardous materials or flammable liquids and gases.
  • Downloadable software.
  • Gift cards and promotional items.
  • Certain health and personal care items.

Partial Refunds:

Partial refunds may be granted in the following cases:

  • Books with clear signs of use.
  • CDs, DVDs, VHS tapes, or software that has been opened.
  • Items that are not in their original condition, are damaged, or have missing parts due to reasons not caused by Santon and Viva Collections.
  • Items returned more than 5 days after delivery.

3. Refund Process

Once we receive your returned item, we will:

  1. Inspect the item to ensure it meets our return eligibility criteria.
  2. Notify you via email regarding the approval or rejection of your refund.

Approved Refunds:

  • Refunds will be processed within 5–7 business days.
  • The amount will be credited back to your original payment method or account.

Late or Missing Refunds:

If you have not received your refund within the specified timeframe:

  • Check your bank account and contact your credit card company (processing delays may occur).
  • Contact your bank for further clarification.
  • If the issue persists, email us at sales@santonviva.com.

4. Exchange Policy

We replace items only if they are defective or damaged. If you wish to exchange an item for the same product:

  • Send an email to sales@santonviva.com with details of the issue.
  • Mail the product to our return address: [Insert Address].

5. Returning Items

To return an item, please follow these steps:

  1. Package the item securely in its original packaging.
  2. Include the receipt or proof of purchase.
  3. Send the item to our return address: [Insert Address].

Shipping Costs:

  • Customers are responsible for covering the return shipping costs.
  • Shipping costs are non-refundable, and any refund will exclude the cost of return shipping.

Important Notes:

  • For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.
  • Santon and Viva Collections cannot guarantee receipt of returned items without tracking confirmation.

6. Gifts

If the item was marked as a gift during purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the gift giver shipped the item to themselves to give it to you later, we will send the refund directly to the gift giver, who will be informed of the return.

7. Sale Items

Only regular-priced items are eligible for a refund. Sale or clearance items are non-refundable.

8. Need Help?

For any questions related to returns, refunds, or exchanges, please contact our customer support:
Email: sales@santonviva.com
Phone: 0700948008 / 0779707524

This return policy ensures clarity and aligns with the standard practices of e-commerce businesses.