— Returns & Refunds
At SantaMood , we are committed to providing superior consumer products and impeccable customer service. Your satisfaction is our priority. We have a transparent return and refund policy in place to ensure your experience with us is simple and enjoyable.
📅 Right of Withdrawal
In accordance with current legislation, you have a 14-day right of withdrawal from the date of receipt of your order. You can exercise this right without having to provide a reason.
Withdrawal Procedure: To exercise your right of withdrawal, please inform us of your decision by email at the following address: info@santamood.com . Please include your order number and details of your request.
Terms :
Products must be unopened , unconsumed and in perfect condition in their original packaging .
Opened, consumed , or damaged products will not be eligible for return.
🛠️ Reporting Defective Products
We know that defects can occur, and we want to help you resolve these situations quickly.
Reporting Deadline: Any defect must be reported within 48 hours of receiving your order. Evidence Required: Please provide us with a clear photo or video of the defect and your order number so our team can analyze it.
🔍 Evaluation and Processing of Returns
Once your report is received, we will proceed with the following steps:
Defect Review: Our experts will review the evidence to confirm the problem.
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Resolution :
If the defect is confirmed, you will have the choice between a replacement , a credit note or a partial refund .
If the defect is not proven or if the evidence is insufficient, the request may be refused .
Refund Amount: The refund will include the price of the returned products, but you will still be responsible for the initial delivery costs and the return shipping costs , unless the product is defective or incorrect.
🔁 Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original product in accordance with our return policy and place a new order.
🚫 Ineligible Products
Some products cannot be returned:
Opened or consumed products , for hygiene and safety reasons.
Products damaged due to mishandling or incorrect use.
Products modified or altered voluntarily by the customer.
💵 Return Fees
Return costs vary depending on the case:
In the event of a defective product or an order error, return costs are our responsibility .
For any other request (withdrawal or change of mind), the return costs are your responsibility . We advise you to use a delivery service with tracking to avoid any disputes.
🛡️ Protection Against Abuse
We have a zero-tolerance policy for abuse to protect our community and our business:
Repeated or unjustified complaints will be subject to enhanced verification .
Intentionally altered products or abusive reports will not be supported.
🔄 Policy Changes
We reserve the right to modify this return and refund policy at any time. Any changes will be posted on this page and will take effect immediately.
📩 Contact
Email:
