Returns Information
PLEASE READ THIS ENTIRE BLACK FRIDAY RETURNS POLICY, INCLUDING THE FREQUENTLY ASKED QUESTIONS BELOW, TO DETERMINE IF YOUR ITEM IS ELIGIBLE FOR A RETURN.
CAN I RETURN SALE ITEMS?
Items purchased that are marked as sale are not eligible for a refund or store credit
The only exception for refunds is if a sale item is deemed faulty, in which case it may be eligible for a refund in line with our obligations under the Competition and Consumer Act 2010 (Cth).
PURCHASING FULL PRICE ITEMS WITH A DISCOUNT CODE
Any full price items purchased with a Black Friday code are eligible for store credit if:
They are returned within the Returns Period.
They are in their original condition, unworn, unwashed and tags attached
STORE CREDIT NOTES
Store credits will be issued as a gift card via email and are valid for 3 years.
Gift cards can be used on any item at Santai.
If you’d like to transfer your store credit to someone else, please email us at hello@santai.com.au, and we’ll be happy to assist.
HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?
During high-traffic sales periods, please allow up to 7 business days for us to process your return after it is received. We recommend using a trackable shipping service or purchasing shipping insurance. Santai is not responsible for returns lost or damaged in transit.
For store credits, please allow up to 5 business days for the store credit to be issued by email.
I ORDERED BEFORE A SALE—CAN I GET A REFUND FOR THE DIFFERENCE?
We do not offer price adjustments for orders placed before a sale begins or for discount codes not applied at checkout. Additionally, items returned for store credit during a sale will be credited for the discounted value, not the full price.
WHO PAYS FOR RETURN SHIPPING?
Customers are responsible for the cost of return shipping unless the item is deemed faulty.
For international orders, any applicable duties or taxes are the responsibility of the customer. Please check your local customs policies regarding import fees before purchasing.
RETURN POLICY
You have 14 days from the delivery date to submit and ship your return (the “Returns Period”). Items received after this period will not be accepted.
To ensure eligibility, returned items must:
Be in their original condition (unworn, with swing tags attached, and in original packaging).
Adhere to Santai’s care instructions. Damage caused by failure to follow care guidelines will not qualify the item as faulty.
If you’re experiencing issues with your return, please contact us at hello@santai.com.au for assistance.
Faulty Items: While we always value your input, Santai reserves the right to make the final determination on an item’s condition and eligibility for return.
For questions or further clarification, don’t hesitate to reach out to our team.
HOW TO PROCESS YOUR RETURN
1. Email hello@santai.com.au within 14 days of purchase to request a return
2. Please include your full name, reason for return, order number and which item(s) you would like to return
3. Once your return has been approved, please print the approval confirmation and include it with your return parcel
4. Once we have received your returned item(s) we will process your store credit, where applicable, within 7 business days.
Santai is not responsible for shipping and handling costs to return an item. If a return does not reach us safely, Santai cannot be held not responsible. Please use a traceable shipping method for your return.
Our Returns Address:
SANTAI RETURNS
P.O. BOX 119
REDBANK, QUEENSLAND, 4301
AUSTRALIA
FAULTY ITEMS
We sincerely hope your order arrives in perfect condition, but if you encounter a fault, we're here to help. Please reach out to us at help@santai.com.au within 7 days of receiving your order.*
Kindly provide your order number, photos of the fault, and a brief description.
Minor Faults: For minor faults, we'll assist in organizing a replacement or repair for your item.
Major Faults: In the unfortunate event of a major fault, you have the option of a replacement, refund, or credit note.
*Note: under Australian consumer law, this policy does not apply to the customer misusing the item.
Return Shipping Cost
Customers are responsible for any return shipping costs. As mail delivery services can be unreliable and parcel theft is real, we recommend any return is sent using a registered or traceable postal service, as Santai is not liable for lost returns.
Original shipping charges, taxes, and duties are non-refundable.
Sale / Final Sale
Any item listed or marked as “Sale”, or "Final Sale" are not eligible for return or refund (unless deemed faulty), please see Faulty Items conditions below.
Refunds for orders using a Discount Code
Full-price item(s) purchased using a promo/discount code are eligible for a store credit to the value paid for the item using such code.
What to do if you recieve a Faulty Item
We sincerely hope your order arrives in perfect condition, but if you encounter a fault, we're here to help.
Please reach out to us at customercare@santai.com.au within 7 days of receiving your order following the instruction below:*
Kindly provide your order number, images of the fault, and a brief description.
Minor Faults: For minor faults, we'll assist in organizing a replacement or repair for your item.
Major Faults: In the unfortunate event of a major fault, you have the option of a replacement, refund, or credit note.
*Note: under Australian consumer law, this policy does not apply to the customer misusing the item or not adhering to the care instructions provided.
How long will it take to process my return?
Please allow up to 4 business days (up to 7 business days for Sale periods) from confirmed delivery of your return to receive your refund. Once your refund has been processed, you will receive a notification via email.
Your refund will be processed via the original payment method used to place the order.
Can I exchange for a different size or item?
At this time we do not currently offer exchanges. Instead we suggest you return the unwanted item for a refund or store credit, whichever is applicable, and place a new order for the item you desire in its place
