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If you wish to request a merchandise return, please click on 'Order History and Details'. This will allow you to access the details of your order and select the products you want to return.

Returns have no extra cost.

Purchases may be returned within 30 days from the order's delivery date.

SANTACANA will refund the import of the returned product/s through the same payment method used by the client to make the purchase. Only the initial shipping costs of the order will be deducted from the refund since they were initially required to make the package arrive to its destination.

Think Responsibly, Act Accordingly.

SANTACANA will, of course, accept returns of its products. But we much rather prefer our customers making the right product choice in the first place.

The return process involves a long procedure that diminishes our main goal: to take care of the planet. 

REpacking (more paper) and REdelivering (more gas emissions) are only two of the negatives of the impactful return process, which prevent SANTACANA from being as sustainable as it is committed to.

So please think twice before purchasing an SANTACANA product, thank you.

How to ask for a return?

To process a return two steps are necessary:

1. Notify the return from your customer area

2. Set up the return with the corresponding transportation company.

1. Notify the return from your customer area

  Step 1: Enter your client area. 

  If you do not remember your password, enter the email with which you placed the order and click on "remember password". We will send you an email to retrieve it.

  Step 2: Access the section "Order Details and Return requests" that you will find on the left side of your customer area. 

  Step 3: Find the order on which you want to make a return and click on “Order data / Request refund”.

  Step 4: Select the box of the product or products you want to return.

  Step 5: Select a reason for the return in the box below the product list.

  Step 6: Click on “Request a refund.”

  Once this process is finished, we will have received your return request and you will be able to proceed to step 2. Request a pickup with the corresponding transportation company. It is not necessary to wait to receive a confirmation of step 1. from our side. 

2. Set up the return with the corresponding transportation company.

  Follow the instructions listed below according to the carrier that delivered your order. If you do not know who was the carrier of your order you can find it in the data of your order within the customer area.

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