Refund policy

Santai Return Policy

At Santai, we’re a small, independent business that values every customer and every purchase. We encourage thoughtful shopping to help reduce unnecessary returns and minimise our environmental impact. However, we understand that sometimes things don’t work out, and we’re here to help.

Return Period

If you decide your purchase isn’t right for you, please notify us within 14 days of delivery to initiate a return.

Eligibility Criteria

• The item must be unused, and in its original condition with all original packaging intact

• Proof of purchase (such as a receipt and order number) is required.

• Please note: personalised  items are final sale and are not eligible for return.

Return Procedure

To begin a return, please contact us at hello@shopsantai.com. We will provide you with a return authorisation and detailed instructions for posting your item back to us.

Postage Responsibility

All return postage costs are the customer’s responsibility. We strongly recommend using a tracked service to ensure your item reaches us safely. Santai will not be held liable for items lost in transit if an untracked service is used.

Damaged or Incorrect Goods

If any item is damaged, defective, or incorrect, email us at hello@shopsantai.com, and we will address the issue promptly.

Exchanges

If you would like to exchange an item, return your original goods following the procedure above, then place a new order for the desired item.

Refunds

Once we receive and inspect your returned item, we will notify you of the refund status. Approved refunds will be processed to the original payment method within 10 working days. Please allow additional time for your bank or card issuer to post the credit. If you have not received your refund within 15 working days of approval, contact hello@shopsantai.com.

If you require further assistance, please contact us at hello@shopsantai.com.

Thank you for shopping with Santai.