Returns Information
Santai will happily provide refunds on full-priced items that comply with our returns policy. Please read the full policy below prior to purchase:
Santai Return Policy
Ensure your items meet these conditions for a smooth return process:
1. Return any full-price item(s) to our Returns Address within 14 days of the order delivery date
2. Items must be returned to Santai in the original condition - unworn, unaltered, unwashed and with the original tags still attached, Santai will not be held responsible for any items returned in without compliance
3. There will be no returns on items marked down as Sale or Final Sale.
4. Full-price items purchased using a promo/discount code are eligible for refund/store credit to the value paid for the item using such code.
5. 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.
6. Original shipping charges, taxes, and duties are non-refundable.
Note: If the item(s) are not returned meeting these requirements, your return will be sent back to you at an additional cost to you and items received by our team outside of this return time frame will only be eligible for a store credit.
How to process your return:
1. Email hello@santai.com.au to request a return
2. Please include your full name, reason for return, order number and which item(s) you are returning
3. Post your return to us at the PO Box address below
4. Once we have received your returned item(s) we will cross check with your return email, and process your refund within 3-5 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, 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.
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 are 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 refund/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 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 only offer refunds and do not currently offer exchanges. Instead we suggest you return the unwanted item for refund, and place a new order for the item you desire in its place.
