Return & Refund Policy
Refund & Return Policy
We want every customer to be happy with their purchase. This policy explains when and how you can return an item. Please read the guidelines below carefully.
30-Day Returns
You can request a return within 30 days of receiving your order. Requests made after this period will not be accepted.
Extended Holiday Returns
Orders placed between November 1 and December 24 can be returned until January 31, so your gifts can be exchanged after the holidays.
Return Conditions
All regular-priced items are eligible for a full refund of the item price. Items must be:
- unused;
- in their original condition;
- in their original packaging.
Items that are used, damaged by the customer, or not in their original condition cannot be refunded.
Sale Items
Items purchased on sale or during a promotion are final sale. They cannot be returned or exchanged, unless they are defective (see below). Please check the product details carefully before completing your order.
Defective or Incorrect Items
Did you receive a defective item due to a manufacturing fault, or an item that is not what you ordered? Then you are entitled to a full refund or a replacement, whichever you prefer. This also applies to sale items. Please contact us within 7 days of delivery and include your order number and photos of the issue. In these cases, you do not pay any return shipping costs.
Return Shipping Costs
For all other returns, the customer is responsible for the cost of return shipping. Return shipping costs are non-refundable. We are not liable for any fees incurred during the return process. We recommend using a trackable shipping method, as we cannot be responsible for returns that are lost in transit.
Return Process
- Email us at info@santas-dream.com with your order number and the item(s) you would like to return.
- Once your request has been approved, we will send you the return address, a return form and detailed instructions.
- Pack the item(s) together with the completed return form and ship the package to the address provided.
Items sent back without first contacting us, or without a completed return form, cannot be processed.
Refunds
Once we have received and inspected your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few extra days for the refund to appear. Original shipping costs are non-refundable, unless the return is due to our error.
Exchanges
Would you like a different item or color? Simply return the original item and place a new order. This is the fastest way to get what you want, especially during the holiday season.
Questions
If you have any questions about returns or refunds, please contact us at info@santas-dream.com