Exchanges and returns


IN CASE YOU ARE NOT SATISFIED WITH YOUR ORDER

You have 14 days since you received the product to fall in love with it. If it turns out that you don’t fall in love and the product is in perfect state, you can return it or exchange it. Depending on your country, we will proceed one way or another. The procedures by country will be:

DESTINATION FIRST CHANGE
FIRST RETURN
TRANSPORT COMPANY
SPAIN (Peninsular) FREE FREE MRW
SPAIN (Balearic Islands)
FREE
FREE
DHL
SPAIN (Canary Islands, Ceuta and Melilla) THE RETURN IS CHARGED BY THE CLIENT AND THE NEW SHIPPING IS CHARGED BY SAN SARU THE RETURN IS CHARGED BY THE CLIENT COMPANY THAT THE CUSTOMER CHOOSES / WE SEND WITH POST
PORTUGAL (Peninsular)
FREE
FREE
MRW
FRANCE, ITALY, GERMANY 9,99 € 6,99€ DHL
AUSTRIA
WE DO NOT MAKE CHANGES 6,99€
UPS
BELGIUM, NETHERLANDS, LUXEMBOURG, MONACO, DENMARK, FINLAND, IRELAND, SWEDEN, GREECE, CZECH REPUBLIC, CROATIA, SLOVAKIA, SLOVENIA, HUNGARY, POLAND, BULGARIA, ESTONIA, LATVIA, LITHUANIA AND ROMANIA 9,99 € 6,99€ UPS
UNITED STATES, CANADA, ALGERIA, ARGENTINA, BELIZE, BOLIVIA, BRAZIL, CHILE, COLOMBIA, COSTA RICA, DOMINICAN REPUBLIC, ECUADOR, EGYPT, EL SALVADOR, GUATEMALA, EQUATORIAL GUINEA, HAITI, HONDURAS, HONG KONG, LIBYA, MOROCCO, MEXICO, NICARAGUA, PANAMA, PARAGUAY, PERU, SINGAPORE, THAILAND, TAIWAN, URUGUAY, VENEZUELA, AFGHANISTAN, SAUDI ARABIA, AUSTRALIA, BAHRAIN, CENTRAL AFRICAN REPUBLIC,CHAD, CHINA, SOUTH KOREA, ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA WE DO NOT MAKE CHANGES
THE RETURN IS CHARGED BY THE CLIENT
COMPANY CHOSEN BY THE CLIENT
REST OF THE WORLD
WE DO NOT MAKE CHANGES
THE RETURN IS CHARGED BY THE CLIENT COMPANY CHOSEN BY THE CLIENT


For a return or exchange, please contact us so that we can explain how to proceed. Send us an e-mail to info@sansarushop.com and specify:

  • The reason for the return.
  • Which products do you want to exchange or return.
  • What you want the solution to be, if exchange or refund.
  • Some of the following information: Full name, e-mail you used to place the order or order number.

Once you have sent us the email, we will tell you how to proceed with everything and exactly what to do. Don't worry, it's very easy! But so that you can get a better idea of our policy, here is a detailed information:

  • Returns and exchanges will always be made at the same address where the first shipment was made.
  • An exchange may be made: for the same product, for another of a higher amount paying the difference, or for a lower amount receiving the corresponding refund once we receive the product.
  • The refund will be for the amount of the product, never the shipping costs.
  • We don't make exchanges or returns in some products of the "essentials" section, such as the boxes, the kraft bag, the silver clean towel or the postcards. Neither in products that have been used.
  • When you want to make changes or returns on an order with a promotion or discount, it must be taken into account that in the case of a return, the refund will be proportional to the discount / promotion code that has been used.
  • All products that are in the essential category and are included for free in the order for higher amounts will be subject to to exchanges and returns. That is, in the case of wanting to process an exchange or return of an order, we will take into account if any of the "essential" products has been included for free. If when completing the procedure the amount is less than the minimum established to be included, San Saru reserves the right to claim this product.

The customer will be responsible for the exchange and / or return in the event that:

  • You have already made a first exchange or return of that order and want to carry out a new procedure (either exchange or return).
  • Make an exchange or return after the period of 14 days. In this case, we will first check that the product is in perfect condition in order to authorize the shipment of the new one or process the return. With a maximum period of 30 days.

You can see our policy here:

DESTINATION
CHANGE
RETURN TRANSPORT COMPANY
SPAIN (Peninsular) 6,99 € 3,99 € MRW
SPAIN (Balearic Islands)
6,99 €
3,99 €
DHL
SPAIN (Canary Islands, Ceuta and Melilla) THE RETURN IS CHARGED BY THE CUSTOMER AND THE NEW SHIPPING ALSO WITH A COST TO PAY TO SAN SARU OF 4.99 € THE RETURN IS CHARGED BY THE CLIENT COMPANY THAT THE CUSTOMER CHOOSES / WE SEND WITH POST
PORTUGAL (Peninsular)
6,99 €
3,99 €
MRW
FRANCE, ITALY, GERMANY 9,99 € 6,99€ DHL
AUSTRIA
WE DO NOT MAKE CHANGES 6,99€
UPS
BELGIUM, NETHERLANDS, LUXEMBOURG, MONACO, DENMARK, FINLAND, IRELAND, SWEDEN, GREECE, CZECH REPUBLIC, CROATIA, SLOVAKIA, SLOVENIA, HUNGARY, POLAND, BULGARIA, ESTONIA, LATVIA, LITHUANIA AND ROMANIA 9,99 € 6,99€ UPS
UNITED STATES, CANADA, ALGERIA, ARGENTINA, BELIZE, BOLIVIA, BRAZIL, CHILE, COLOMBIA, COSTA RICA, DOMINICAN REPUBLIC, ECUADOR, EGYPT, EL SALVADOR, GUATEMALA, EQUATORIAL GUINEA, HAITI, HONDURAS, HONG KONG, LIBYA, MOROCCO, MEXICO, NICARAGUA, PANAMA, PARAGUAY, PERU, SINGAPORE, THAILAND, TAIWAN, URUGUAY, VENEZUELA, AFGHANISTAN, SAUDI ARABIA, AUSTRALIA, BAHRAIN, CENTRAL AFRICAN REPUBLIC,CHAD, CHINA, SOUTH KOREA, ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA WE DO NOT MAKE CHANGES
THE RETURN IS CHARGED BY THE CLIENT
COMPANY CHOSEN BY THE CLIENT
REST OF THE WORLD
WE DO NOT MAKE CHANGES
THE RETURN IS CHARGED BY THE CLIENT COMPANY CHOSEN BY THE CLIENT


IF YOUR ORDER HAS ARRIVED BROKEN OR DEFECTIVE

You have a period of 2 days to notify this problem. We will give you a solution. The options will be the following:

  • Exchange it for the same product.
  • In case it is out of stock we will exchange it for another product of the same amount.
  • Refund total amount.

Get in touch with us so we can give you a solution. Please send us an email to info@sansarushop.com and tell us:

  • Explain what has happened with the product.
  • Photo of the product where the defect is seen.
  • Some of the following information: Full name or order number.

In this case San Saru will take care of the costs.