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Refund policy

Please inspect your order upon receipt and contact us as soon as possible (and no later than 48 hours of receipt) at ecommerce@santosoorganics.com.au if you have received an incorrect item/s, or if an item was damaged in transit, or is faulty. Always contact us before returning your product so we may discuss options.

Where an item is received damaged or faulty, a photo must be provided of the item. 

You’ll also need the receipt or proof of purchase.

If your order is eligible for a return, your item must be in the same condition that you received it, sealed, unworn/unused, with tags, and in its original undamaged and with saleable packaging.

We cannot accept returns for the following:

  • change of mind
  • mistaken purchase
  • unwanted gift
  • bulk items and perishables
  • sale items
  • gift cards

If your return is accepted, we will email/call with instructions for returning your package.

If the error was on our part, we will cover the freight cost for your return and shipment of the replacement item(s). If it is an error on your part, you will be expected to cover the freight costs.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take time for your bank or credit card company to process and post the refund.

Exchanges

Please contact us at onlineorders@santosoorganics.com.au if you would like to exchange an item.

To exchange an item, it must first be returned, received, and accepted by Santos Organics. Alternatively, you can purchase the desired product separately and we will refund the returned item once received and approved. We are happy to assist with purchases over the phone if needed (02) 6685 5685 (Ext. 2).

The freight cost of returning an item for exchange is the customer’s responsibility.