Customer Care
Refund Policy
A simple, considered return process — because the only thing worse than a bad fit is a bad return experience.
Return Window
Returns are accepted within 14 days of the delivery date confirmed on your tracking. Requests received after this window cannot be processed.
Condition of Returned Items
Returned items must be unworn, unused, and in their original condition — free of scuffs, creasing, sole wear, and indoor or outdoor markings. Original tags, dust bags, and packaging must be included. Items showing any signs of use are not eligible for refund and will be returned to the customer at their expense.
Inspection
Every return is inspected by our team upon arrival at our warehouse. Refunds are issued only after the item has passed inspection. We reserve the right to deny any return that does not meet our condition standards; in those cases the original item will be shipped back at the customer's cost.
Return Shipping
Customers are responsible for return shipping costs. We strongly recommend using a tracked, insured service — Santovello is not responsible for returns lost or damaged in transit. Original outbound shipping fees are non-refundable.
How to Initiate a Return
To get a refund started, please email us at hello@santovello.com and mention your order number and reason for return. We'll reply within one business day with the return address and a unique reference to include with your package.
Refund Timing
Approved refunds are issued to the original payment method within 5–7 business days of inspection. Depending on your bank or card issuer, it may take an additional few business days for the credit to appear on your statement.
Exchanges
We do not currently offer direct exchanges. To swap a size or color, please return the original item for a refund and place a new order at your convenience. This keeps inventory accurate and ensures the fastest possible turnaround.
Final Sale & Exclusions
Items marked Final Sale, gift cards, and any custom or personalized orders are not eligible for return or refund. International orders are subject to the same return window; customs duties, import taxes, and handling fees paid to the destination country are non-refundable.
Damaged or Defective Items
If your item arrives damaged or with a manufacturing defect, contact us within 7 days of delivery at hello@santovello.com with your order number and photos. We will arrange a replacement or full refund, including any return shipping costs.
Contact
For any questions about returns or this policy, please reach out to us at hello@santovello.com. We respond within one business day.