Before starting, please make sure your item meets the return guidelines outlined in our full Return Policy:

• Request an eligible return within 14 days of delivery.
• For unopened, undamaged purchases made November 1 December 22, inclusive, request an eligible return within 60 days after delivery.
• If the last day of your return-request window falls on a weekend or holiday, the deadline extends to the next business day.
• Eligible items must be unused. Unopened eligible items are subject to a 20% restocking fee; opened but unused eligible items are subject to a 50% return fee.
•  Final-sale exclusions and the first beverage purchase satisfaction guarantee are explained in our Return & Refund Policy.
• Report damaged or defective items, or a packing shortage, through your SANTARA® Members Account. within 3 days of delivery. See Step 6 for the distinction between a packing shortage and a missing or potentially tampered-with shipment, along with reporting instructions.
  

(For full details, see the Return Policy page.)

To process your return, you will need:

• Your order number (found in your email confirmation)
  
• The email address used at checkout
  
• A brief description of why you’re returning the item
  
• Photos (if the item is damaged or defective)

Submit your request through your SANTARA® Members Account:

• Sign in using the email address associated with your order and the verification code sent to your email.
• Open the relevant order and select the return-request option.
• Select the affected items and choose the reason that best describes your request.
• If your reason is not listed, choose “Other” and explain it in the notes.
• Include whether you prefer store credit or a refund to your original payment method in the notes.
• For items that have not yet been fulfilled, select the cancellation-request option and follow the prompts.
• Our team reviews each request. Submitting a request does not automatically approve a return or cancel an order.
• Wait for return authorization and shipping instructions before sending anything back.
  
  If an option is not displayed or you need assistance, email help@santaramarket.com with your order number and receipt or proof of purchase. This includes eligible holiday return requests outside the standard account return window.
  
  *In your Members Account Notes are limited to 300 characters, including spaces. Briefly describe the issue and state your refund preference: “store credit” or “original payment.”
  
  

• Wait until you receive your written return authorization and shipping instructions before sending anything back.
  
• Ship your return within 30 days of receiving your return authorization and instructions.
  
• Package items securely in the original packaging if possible, and clearly mark the RMA number on the outside of your package.
  
• Use the return destination supplied by our team. Do not send returns to the manufacturer or the address on your original shipping box.
  
• Multi-item orders may require separate return destinations. Follow the instructions provided for each item.
  
• Customers pay return shipping for eligible change-of-mind returns. SANTARA® covers shipping costs for approved damage, defect and shortage claims.
  
• We highly recommend using a trackable shipping service and purchasing shipping insurance when returning your package. Keep your shipping receipt, tracking number, and any insurance documentation. Tracking alone is not shipping insurance. 
  
• If your return is delayed or goes missing, contact the carrier with your tracking number to request an investigation. If it is lost or damaged, follow the applicable carrier’s or insurer’s claim instructions. Reimbursement depends on any applicable carrier coverage or insurance purchased, its terms, and the claim outcome.
  

We will notify you by email once your return is received and inspected.

• Once your eligible return is received and inspected, our team will process your chosen refund option in approximately 5 business days.
  
• Eligible unopened products: choose a refund to your original payment method with a 20% restocking fee, or receive 100% of your product value as store credit with the restocking fee waived.
  
• Eligible opened but unused products: choose a refund to your original payment method with a 50% return fee, or receive 75% of your product value as store credit.
  
• Tell us your preferred option in your return-request notes or by email before your refund is processed.
  
• Once issued, store credit can be viewed in your SANTARA® members account and applied at checkout when signed in.
  
• Refunds to your original payment method may take additional time to appear, depending on your bank or payment provider.
  
• Customers pay return shipping for change-of-mind returns. Original shipping fees are non-refundable.
  
• Approved damage, defect and shortage claims are handled through your SANTARA® Members Account.
  

If you paid with a gift card, you may choose store credit instead. Otherwise, the portion refunded to your original payment method will be credited back to the original gift card. Let our team know your preference in your Members Account notes, before your refund is processed.

• Submit requests for damaged or defective items, or a packing shortage, through your SANTARA® Members Account within 3 days of delivery. 
  
• A packing shortage means an item listed on your packing slip is missing from an otherwise intact, sealed delivery. If the entire package is missing or appears to have been opened or tampered with in transit, contact the shipping carrier to request a delivery investigation.
  
• Select the affected item and choose the reason that best describes the issue. If your reason is not listed, choose “Other” and explain it in the notes. 
  
• Notes are limited to 300 characters, including spaces. Briefly describe the issue and state your refund preference: “store credit” or “original payment. 
  
• Keep the items and packaging. Have clear photos of the issue, packaging, items received, and packing slip, as applicable, ready for our team’s review. Our team will explain how to provide photos and any additional information. 
  
• Do not send anything back until you receive written authorization and shipping instructions.
  
• Approved damage, defect, and shortage claims may receive a replacement or full refund at no shipping cost to you, under our Return & Refund Policy. Submitting a request does not automatically approve it.
  
  If you cannot access your Members Account or the affected item or request option is unavailable, email help@santaramarket.com with your order number for further instructions.
  

We do not offer direct exchanges. If you would prefer a different item, submit an eligible return request through your SANTARA® Members Account, then place a separate order. You may choose store credit under the options described in our Return & Refund Policy. New purchases are subject to availability.

If you cannot access your Members Account, the affected item or request option is not displayed, or you need assistance, contact us with your order number. This includes eligible holiday return requests outside the standard account return window.

We’re here for you.

If you have any questions about your return, please reach out:

📧 help@santaramarket.com