Refund policy

RETURNS, REFUNDS, EXCHANGES AND PROMOTIONS POLICY
This policy establishes clear rules regarding returns, refunds, exchanges, and orders placed under “Buy 1, Get More” promotional offers, with the purpose of ensuring transparency and preventing conflicting interpretations.
1.⁠ ⁠RETURN REQUEST TIMEFRAME
Customers have 60 calendar days from the date of receipt of the order to request a return or report any issue with a product.
To be eligible, the item must:
Be unused and free from signs of wear or damage;
Be in perfect condition;
Include original tags, accessories, and original packaging.
2.⁠ ⁠PROMOTIONAL ORDERS (BUY 1, GET MORE)
In promotions such as “Buy 1, Get 2”, only one item is actually paid for, while the remaining items are provided free of charge as a promotional benefit.
For this reason:
The standard warranty applies exclusively to the paid item;
Free items do not carry individual warranty coverage, nor are they eligible for individual exchanges or refunds;
Requests for refunds or returns while retaining free items are not permitted.
3.⁠ ⁠DEFECTIVE PRODUCTS
3.1 DEFECT IN THE PAID ITEM
If the paid item is confirmed to be defective:
The standard solution will be the replacement of the paid item with the same product, at no additional cost;
If the customer declines the replacement, the company may, at its discretion:
Offer a partial refund corresponding only to the paid item, or
Grant store credit equivalent to the value of the paid item.
Under no circumstances will more than one replacement item be sent per promotional order.
3.2 DEFECT IN FREE ITEMS
When a defect is identified exclusively in items provided free of charge as part of Buy 1, Get More promotions, it is expressly established that:
The store is not obligated to provide a replacement, refund, new product shipment, store credit, or cover any return shipping costs;
Free items do not carry individual warranty coverage, as they do not represent a paid value;
Any request related to free items will be reviewed on a case-by-case basis, at the sole discretion of the store;
The approval of any solution in such cases constitutes a goodwill commercial gesture only, and does not create future obligations or precedent.
3.3 DEFECT IN MORE THAN ONE ITEM
If more than one item in the same order is found to be defective:
The order will be reviewed as a whole;
The company may offer replacement, store credit, or partial refund, subject to case evaluation.
4.⁠ ⁠EXCHANGES AND RETURNS DUE TO PERSONAL PREFERENCE (CHANGE OF MIND)
Requests for exchanges or returns based on personal preference, including but not limited to:
Not liking the product;
Change of mind;
Fit, comfort, or appearance on the customer’s face;
Expectations not being met;
do not qualify for refunds or partial refunds.
In such cases:
Promotional or free items are not eligible for exchange, return, refund, or credit, as they have no individual commercial value;
Customers may not retain free or promotional items under any circumstance;
No full or partial refunds, discounts, or credits will be issued without the return of the purchased items;
The company will not send additional items beyond the originally purchased product as compensation;
Any exchange, credit, or alternative resolution, if offered, is provided strictly at the company’s sole discretion.
5.⁠ ⁠REFUNDS
Refunds are issued only in cases expressly covered by this policy and only after the returned item has been received and approved.
When applicable:
Refunds apply exclusively to the value of the paid product;
Shipping, handling, and customs fees are non-refundable;
Refunds will be processed to the original payment method within 7–10 business days after approval;
Requests involving dissatisfaction related to fit, appearance, or personal preference do not qualify for refunds.
6.⁠ ⁠RETURN SHIPPING
Customers are responsible for return shipping costs;
For promotional orders, we do not provide prepaid return labels;
Receipt of returned items is not guaranteed without valid tracking.
7.⁠ ⁠REPLACEMENT LIMITATIONS
Regardless of the reason:
No more than one replacement item will ever be sent per promotional order;
Free items do not entitle customers to multiple shipments.
8.⁠ ⁠COMMERCIAL SOLUTIONS
In certain situations, particularly in cases of dissatisfaction, regret, or personal preference, the company may offer, at its sole discretion, an alternative solution aimed at avoiding returns and refunds.
These solutions may include:
Shipment of one alternative product, chosen by the customer, at no additional cost;
Retention of the originally received product, with no return required.
This option:
Does not grant an automatic right to a refund;
Does not imply acknowledgment of a defect in the original product;
Does not apply to repeated or abusive requests;
Is limited to one additional item per order.
Acceptance of this solution by the customer shall be considered final resolution of the case.
9.⁠ ⁠CONTACT
To initiate any request, please contact us at:
📧 info@santorieyewear.com
Include your order number and a clear description of the reason for your request.
This policy may be updated at any time, without prior notice.