Return Policy Overview
At Santos, customer satisfaction is important to us. We maintain a transparent 28 day return policy for eligible Pets Feed orders. All refund amounts, fees, and product calculations across our store are processed strictly in USD ($XX.XX USD) currency format.
2. Return Eligibility and Conditions
To qualify for a return, your item must meet the following strict conditions:
- The item must be in its original, unused condition, in its original unopened packaging, and in the same condition as received.
- Returns are only accepted for defective, damaged, or incorrectly delivered products.
- Proof of purchase or receipt must be provided with your return request.
3. Exclusions and Non Returnable Items
To keep pricing fair for all customers, the following items and situations are strictly non returnable:
- Change of Mind: We do not accept returns, refunds, or cancellations due to customer change of mind once an order has shipped.
- Sale Items: Items purchased during promotional sales or clearance offers are non returnable and non refundable.
- Custom Made Products: Customized, personalized, or special order items cannot be returned or refunded under any circumstances.
- Exchanges: We do not offer product exchanges under any circumstances. If you require a different item, you must place a new order online.
4. Return Shipping Costs and Fees
When returning an eligible defective or damaged item, the following fee structure applies:
- Return Shipping Costs: Customers are responsible for purchasing their own return shipping label and arranging package transit back to our warehouse.
- Restocking Fee: A fixed restocking fee of $5.00 USD will be deducted from your total refund amount for each approved return.
5. How to Initiate a Return
- Contact our support team at info@santosshop.store within 28 days of delivery.
- Provide your order number, clear photographs of the damaged or defective Pets Feed product, and a brief description of the issue.
- Once your request is evaluated, our support team will issue return mailing instructions and an authorized return address.
6. Manual Review and Refund Processing
Upon receiving your returned package, our quality assurance team conducts a mandatory manual inspection review to verify the returned product condition. Once approved, your refund (minus the $5.00 USD restocking fee) will be processed automatically back to your original PayPal payment method within 7 business days.
7. Contact Information
For return inquiries or refund updates, please contact our support team:
Business Name: Santos
Support Email: info@santosshop.store
Support Phone: +33650525068
Business Address: 8844 S Elm Ave, Fresno, CA 93706, United States
Time Zone: Pacific Standard Time (PST, UTC-8)
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM PST
Google Maps Location: Map Location Link
