Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Conditions apply. Please read the return policy to see if you are eligible for a return.

To start a return, you can contact us at hey@santanova.com. Please note that returns will need to be sent back to our warehouse, which is located at:

Santa Nova
Sweelinckstraat 18C
3581 RW Utrecht
Netherlands

Please do not send returns before getting your return instructions, which you will receive from us after notifying us of your return via email.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hey@santanova.com.

Damages and issues
Please inspect your order upon reception and contact us immediately in the unlikely event that the item is defective, damaged or if you have receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
If the product or packaging is damaged more than required to try the product, we may charge you for the depreciation of the product. Please handle the product with care and ensure it is packaged properly in the original packaging when returning it.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Consumers in the European Union have the right to cancel the agreement without providing any reason within 14 days of purchase. This reflection period starts the day after the consumer, or a representative designated in advance by the consumer and communicated to SANTA NOVA, receives the product. 

During the reflection period, the consumer shall handle the product and packaging with care. The product may only be unpacked or used to the extent necessary to assess whether the consumer wishes to keep the product. If the consumer exercises their right of withdrawal, they shall return the product with all delivered accessories and, if reasonably possible, in its original condition and packaging to SANTA NOVA, in accordance with the reasonable and clear instructions provided by SANTA NOVA.

If the consumer wishes to exercise their right of withdrawal, they must notify SANTA NOVA within 14 days of receiving the product. This notification can be made by using the model withdrawal form or by any other communication method such as email. After notifying SANTA NOVA of the withdrawal, the consumer must return the product within 14 days. The consumer must provide proof that the goods were returned on time, for example, by means of a proof of dispatch.

If the consumer does not notify SANTA NOVA within the specified time or does not return the product, the purchase is considered final.

To exercise their right of withdrawal, the consumer must follow the reasonable and clear instructions provided by SANTA NOVA with the offer or no later than at the service delivery.

Costs in case of withdrawal
SANTA NOVA shall bear the direct costs of returning the product.

If the consumer has paid any amount, SANTA NOVA will refund this amount as soon as possible, but no later than 14 days after withdrawal. This refund is conditional upon SANTA NOVA having received the returned product or upon the consumer providing conclusive proof of return.

Refunds will be made via the same payment method used by the consumer unless the consumer expressly agrees otherwise.

If the product is damaged due to careless handling by the consumer, the consumer is liable for any depreciation in value.

The consumer cannot be held liable for depreciation if SANTA NOVA has failed to provide all legally required information about the right of withdrawal before the purchase agreement was concluded.

Exclusion of the right of withdrawal
SANTA NOVA may exclude the right of withdrawal for certain products as described below. Such exclusion applies only if SANTA NOVA clearly states this in the offer or timely before concluding the agreement.

Exclusion is possible for products that:
 • Are made to the consumer’s specifications;
 • Are clearly personalized;
 • Cannot be returned due to their nature;

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hey@santanova.com.

Complaints
In the event of complaints, the consumer should first contact SANTA NOVA. If the web store is affiliated with WebwinkelKeur and the complaint cannot be resolved through mutual consultation, the consumer should contact WebwinkelKeur (www.webwinkelkeur.nl), which will mediate free of charge. Verify whether this webshop has an active membership via https://www.webwinkelkeur.nl/leden/.

If no resolution is reached, the consumer has the option to have their complaint handled by the independent dispute committee appointed by WebwinkelKeur. The decision of this committee is binding, and both SANTA NOVA and the consumer agree to abide by this binding decision. There are costs associated with submitting a dispute to this committee, which must be paid by the consumer to the relevant committee.