Santai Returns Policy
1. FULL-PRICE ITEMS
Full-price items are eligible for a return for store credit (plus an extra 10%) or a refund, provided they are within 14 days of delivery and in their original condition.
Refunds will be issued to the original payment method. If the purchase was made with a gift card, the refund will be returned to the same gift card number, which can then be reused.
2. SALE OR DISCOUNTED ITEMS
(i) Items reduced by 15% or more (including through % based discount codes or during store-wide events such as Boxing Day or Black Friday) are eligible for store credit only (to the value of the price paid), provided they are not marked as final sale.
(ii) To keep things fair, our dollar off ($X off promotional vouchers) apply only when the order meets the minimum spend. If returns bring your order below that amount, the voucher is no longer valid and the discount will be adjusted from your refund.
(iii) Items marked as ‘FINAL SALE’ are not eligible for return. This is clearly indicated on the product photo badge, under the product name, in the collection description, and within this returns policy.
3. RETURN ELIGIBILITY & CONDITIONS
i. Eligible items must be returned within 14 days of delivery. Items received outside this period will not be accepted.
ii. All returns must be unworn and in their original condition, including all tags, original packaging, and hygiene stickers (in the case of swimwear). Items not in their original condition will not be accepted unless deemed faulty.
iii. 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.
iv. Original shipping charges, taxes, and duties are non-refundable.
v. Any returned packages where duties were unpaid at the time of delivery will incur a $40 returns processing fee
vi. Our returns policy is accessible on every product page. Being unaware of our returns policy does not entitle you to a return.
4. SWIMWEAR RETURNS
For hygiene reasons, swimwear must only be tried on over underwear. The hygiene sticker must remain intact. Returns will not be accepted if the hygiene label has been removed, tampered with, lifted, or reapplied. This policy is strictly enforced to ensure the safety and wellbeing of our customers.
Please kindly ensure your items meet these conditions for a smooth return process.
How to make a return
1. Email hello@santai.com.au to request a return (or store credit if you'd like an extra 10% for your next order)
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 2-4 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
Returns FAQs
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.
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.
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.
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 5 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.