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If you made your purchase through the website santini.com, received the product in perfect condition, and are still within the exchange/refund period, feel free to request it through our service channels.
We will need the following information:
Product name
Order number
Purchase email
Reason for exchange/return
Please pay attention to the rules below:
You have the right to 7 (seven) days after receiving the product to register your withdrawal from the purchase.
ATTENTION: The right of withdrawal is a true reflection period. Its purpose is to protect the consumer from aggressive sales practices and from not knowing the product being purchased. However, this reflection period does not grant permission for product testing.
The product must be returned in its original packaging.
The product must not show signs of use or consumption — it must be in the exact condition it was received.
The product must not have any tags or protective seals removed. This includes manuals, accessories, and similar items.
The product must be sent directly at the mail counter, addressed to SANTINI
ATTENTION: Products sent outside the specifications or containing violations will not be accepted and will be returned to the sender. Communication with Santini prior to shipping is mandatory.
Credit Card: The refund may appear in up to 2 subsequent billing cycles.
ATTENTION 01: Refunds are only processed after the product is received at our distribution center.
ATTENTION 02: Santini requests the refund from the payment intermediary, which is responsible for processing the return — currently Shopify. The store is responsible for initiating the request, informing deadlines, and supporting the customer.
NOTE: All cancellation requests must be communicated to our support team (email, WhatsApp, or Instagram) before sending the product(s). If communication is not made, the client assumes responsibility for any errors or damage due to incorrect addressing.
At Santini, you may withdraw from your purchase within 7 days after receiving it.
See how to request an evaluation for alleged manufacturing defects. Products sold by Santini include a 30-day warranty for natural manufacturing flaws.
The customer must send a brief description of the alleged defect, explaining how the product was used and the frequency of use, so we can determine whether the product should remain with the client or if the defect is clear enough to proceed with a solution.
The product must be returned via Correios, in its original packaging, along with all included accessories. The product should be sent to the address provided by our team.
ATTENTION: Products sent outside the specifications above will not be accepted for defect analysis and will be automatically returned to the sender.
Evaluation will be carried out by our store, which will issue the final report on the exchange request.
The customer will receive, at the original address and at no extra cost, a replacement for the same product.
If the same model is not available in stock, the customer will be informed and may choose another model from the website options, respecting the credit limit, or opt for a full refund.
If there is a price difference between the chosen product and the original one, the difference must be paid.
Absence of defect
Signs of improper use
Signs of accidental damage
Natural wear from usage
Improper washing
Inability to process the credit card charge
Inconsistency in the information provided in the order
ATTENTION: Orders that do not meet the required specifications will not be approved. In case of any charge, refunds will be issued immediately using the original payment method.
If delivery of the purchased product is not possible due to a nonexistent or inaccessible address, the product will be returned to our distribution center. In such cases, SANTINI will refund only the amount corresponding to the price of the products, after receiving them at the company headquarters.
If the purchased item becomes unavailable due to stock issues, a full refund will be issued through the same payment method used in the purchase. The buyer will be informed via email.
ATTENTION: Santini is not responsible for shipping costs related to returns, refunds, exchanges, or chargebacks. These expenses are the client's responsibility.
