Refund policy

Full-Priced Items

We sincerely hope you are 100%
satisfied with your SANTARA™ purchase. However, if for any reason your item
arrives damaged or is defective, SANTARA™ is more than happy to offer a
refund.  Please follow the return guidelines for a smooth transaction.

 

**To be eligible for a return, your
item must be unused and in the same condition that you received it.
It must also be in the unopened original packaging and within 30
days of the original purchase date. **

 

Please note: Once the product is removed from its protective packaging,
we cannot be responsible for any further damage due to improper handling.

 

Merchandise must be returned within
30 days in unused, like-new, 100% saleable
condition and in original manufacturers packaging. NO returns on home study
courses, DVD, or CD’s.  All damage and shortage claims should be made
within 3 days of delivery.  If damaged upon arrival you have the right to
refuse the order.

 

Contact our Customer Care Center
at 📧 orders@santaramarket.com
to report damages. A refund will be issued to the original credit card within 1 -2 billing cycles once items are returned. We do

not refund the cost of shipping. Restocking fee may apply.

 

Cancellations

Orders may be canceled any time
before being marked shipped.  Once an order is marked shipped it is no
longer eligible for cancellation.  We ship quickly, so let us know ASAP so
we may halt the order and avoid any disappointment.  We will do our best
to accommodate Your request.



Cancellation Notifications:  📧 orders@santaramarket.com

 

To Process Return

All returns must have an RMA (Return
Merchandise Authorization) number clearly marked on the package, see important
details below. Please note, for your protection; we recommend you use a
delivery service that provides tracking capabilities. Once items are received
and inspected, a refund will issue. (Refunds generally take up to 5- business
days to post to your account).

 

Accepted returns must be initiated
within 14-days of their delivery. Exception: Returning products
purchased between November 1st & December 22nd must have their returns
initiated within 30-days (RMA issued) of their delivery.

 

To obtain your RMA: We require
a receipt or proof of purchase. Please email our customer care team
(outlining the reason for the return or refund) 📧 orders@santaramarket.com
Please include your order number:  reference your original confirmation
email from SANTARA™

 

One of our qualified customer
service representatives will review your information and issue an RMA via our
return policy guidelines. Our Customer Service hours are M-F 9:00am - 4:30pm
(CST) except on Federal Holidays. RMAs must be obtained during these hours.

 

Sale Items (if applicable)

All sale products are final. Only
full priced items may be refunded. Unfortunately, sale items cannot be
refunded.

 

To Process Return for Damages

To complete your return, we require
a receipt or proof of purchase. If upon arrival, your order is damaged in
any way, please email 📧 orders@santaramarket.com within 3-5 business days and include your order number
and pictures of the damage. A member of our Customer Care team will be in
contact shortly to provide you with possible options.



Several types of goods are EXEMPT from being returned: Any opened and used
products.  Candles that have been lit.  Perishable goods such as
products that have been opened, Seals broken, food, flowers, newspapers or
magazines cannot be returned.  We also do not accept products that are
intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

Not Damaged or Defective

Please note: SANTARA™ products are
not shelved or warehoused.  They are handmade to order, specifically for
You, one at a time.  We cannot resell an opened product. 

 

If your item is not damaged or
defective, it may still be returned for a partial refund if desired under the
following conditions:

 

A 20% restocking fee will apply to
all re-stockable products. = (never opened product)

A 50% return fee will apply to all non-restockable products. = (previously
opened product)

NOTE: To preserve authenticity and for customers protection; Non-restockable
products go in the trash.

 

Additionally, customers are
responsible for all shipping costs (except carrier damaged products) related to
the return of an item.  (Please understand Shipping expenses are
non-profit services provided by others).  These services are not refundable
or recoupable.

 

To allow returns for products that
are not desirable, or have been opened, used or lit, would mean the cost of
product to You, our valued customer, would likely double.  Our
sincere apologies go out regarding this policy; however, we are a handmade to
order Company.

 

BEVERAGES & PERISHABLE ITEMS

We want you to feel comfortable trying us out. For any reason, if you are not satisfied with our beverages, coffee, tea, etc. we will offer a full refund on your first order. No questions asked, and no need to return anything.

 

If it is NOT your first order
with us:

Returning a beverage is not accepted
as it is a perishable item, unless there was an issue such as a damaged
delivery. Any express shipping where applicable is not refunded. Express
shipping is Next Day Air, 2nd Day Air, 3 Day Select and other overnight or
express shipping services that may have been requested by you. Ground shipping
is not refunded unless our shipping department was at fault and your order
arrived damaged.

 

Time is of the essence. If you
receive your order and notice the order is damaged you must contact us within
48 hours for an exchange. No exchanges or returns will be accepted after 48
hours.

 

Additional non-returnable items:

NO returns on home study courses,
DVD, or CD’s.

Candles that have been lit

Gift cards

Downloadable software products

Some health and personal care
items

To complete your return, we require
a receipt or proof of purchase.


Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if
applicable):

Any item not in its original
condition is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 14 days after delivery.

 

Refunds (if applicable)

Once your return is received and
inspected, we will send you an email to notify you that we have received your
returned item.  We will also notify you of the approval or rejection of
your refund.  If you are approved, then your refund will be processed, and
a credit will automatically be applied to your credit card or original method
of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund
yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund
is officially posted.  Next, contact your bank. There is often some
processing time before a refund is posted.  If you’ve done all of this and
you still have not received your refund yet, please contact us at  📧orders@santaramarket.com

 

Exchanges (if applicable)

We only replace items if they are
defective or damaged.  If you need to exchange it for the same item, send
us an email at 📧 orders@santaramarket.com and upon approval we can help you through the exchange process.

 

Gifts

If the item was marked as a gift
when purchased and shipped directly to you, you’ll receive a gift credit for
the value of your return.  Once the returned item is received, a gift
certificate will be mailed to you.



If the item wasn’t marked as a gift when purchased, or the gift giver had the
order shipped to themselves to give to you later, we will send a refund to the
gift giver and he will find out about your return.

 

Shipping

To return your product, you should
contact us first at: 📧 orders@santaramarket.com

Depending on where you live, the time it may take for your exchanged product to
reach you may vary.



If you are shipping an item over $75, you should consider using a trackable
shipping service or purchasing shipping insurance. We don’t guarantee that we
will receive your returned item.

 

*EMAIL YOUR CLAIM TO:  📧 orders@santaramarket.com

 

FOR FURTHER QUESTIONS

Contact customer care at  orders@santaramarket.com

 

Thank You for Your patronage and
understanding,

Sincerely, 

SANTARA™