At Santovio, we are committed to providing a transparent, reliable, and customer-focused shopping experience. This Return & Refund Policy explains the conditions, procedures, and limitations applicable to returns and refunds for purchases made through Santovio.

By placing an order on santovio.com, you acknowledge that you have read, understood, and agreed to the terms outlined below.

Return Request Period

Customers may request a return or refund within 14 days of the confirmed delivery date, as indicated by the carrier's tracking information.

Requests submitted after this 14-day period will not be eligible for return or refund.

Eligibility for a Refund

To qualify for a refund, all of the following conditions must be met:

• The item must be unused, unworn, and in its original condition, with no signs of use, damage, or alteration.
• The product must be returned in its original packaging, including all accessories, manuals, labels, and inserts (if applicable).
• The return request must receive prior approval from our Customer Support Team.
• The item must be shipped only to the return address provided by our support team. Returns sent without prior authorization will not be accepted.

Non-Refundable Situations

Refund requests will be declined under the following circumstances:

• Products showing signs of use, wear, damage, or alteration not caused by Santovio.
• Return requests submitted after the 14-day return period.
• Items returned without prior authorization.
• Returns with missing components, incomplete packaging, or incorrect contents.
• Failure to provide sufficient evidence when claiming that an item is defective, damaged, or incorrect.

Additionally, the following products are non-refundable:

• Personalized or custom-made products.
• Intimate or hygiene-sensitive items.
• Final Sale or Clearance items.

Proof of Damage or Incorrect Items

If you receive a defective, damaged, or incorrect item, you must provide clear photographs and/or video evidence demonstrating the issue.

Santovio reserves the right to deny any claim if the evidence provided is insufficient, unclear, incomplete, or inconsistent.

Refund Process

All approved refunds will be issued only to the original payment method used for the purchase.

Once the returned item has been received and inspected, you will receive an email confirming whether your refund request has been approved or rejected.

If approved:

• Refunds are processed within 10 business days.
• The time required for the funds to appear in your account may vary depending on your bank, payment provider, or financial institution.

Santovio is not responsible for delays caused by banks, payment gateways, credit card issuers, or third-party payment processors.

Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for:

• All return shipping costs.
• Any applicable customs duties, taxes, or import/export fees.
• Ensuring the returned package is securely shipped.

Original shipping charges are non-refundable.

For your protection, we strongly recommend using a trackable shipping service, as Santovio cannot be held responsible for returned packages that are lost, damaged, or delayed during transit.

Exceptions

If our inspection confirms that the item is defective, damaged during shipment, or incorrect due to an error on our part, Santovio may, at its sole discretion:

• Send a replacement product at no additional cost; or
• Reimburse the reasonable return shipping costs; or
• Issue a full refund, where applicable.

Chargebacks & Payment Disputes

Before initiating any chargeback or payment dispute with your bank or payment provider, you agree to contact our Customer Support Team at support@santovio.com, allowing us the opportunity to resolve the issue directly.

Opening a chargeback without first contacting us may be considered a violation of this policy.

Santovio reserves the right to present all relevant documentation—including, but not limited to:

• Order confirmation;
• Payment records;
• Shipment tracking information;
• Delivery confirmation;
• Customer communications;
• Any additional supporting evidence;

to the relevant financial institution in order to respond to and contest any dispute when appropriate.

Important Information

• Santovio operates as a global e-commerce business, and delivery times may vary depending on the destination country, customs procedures, and logistics partners.
• Customers are solely responsible for providing accurate and complete shipping information at checkout.
• Santovio shall not be held responsible for failed deliveries resulting from incorrect addresses, incomplete information, or the recipient's absence or unavailability.
• Refunds, returns, and exchanges are subject to this policy and any applicable consumer protection laws in the jurisdiction governing your purchase.

If you have any questions regarding this Return & Refund Policy, please contact our Customer Support Team:

Email: support@santovio.com

Website: santovio.com