Exchanges and returns


IN CASE YOU ARE NOT SATISFIED WITH YOUR ORDER

You have 30 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.

For all orders placed between 12/11/2023 and 12/12/2023, the exchange and return period is extended until 15/01/2024.

To process an exchange or refund, just click on the following button where you will be able to make the request

RETURN AND EXCHANGE SITE


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, BELGIUM, AUSTRIA, NETHERLANDS, LUXEMBOURG, MONACO, IRELAND, GREECE, CZECH REPUBLIC, CROATIA, SLOVAKIA, SLOVENIA, HUNGARY, POLAND, BULGARIA, ESTONIA, LATVIA, LITHUANIA AND ROMANIA 9,99 € 6,99€ DHL
DENMARK, FINLAND, SWEDEN 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

Once you have made your request, we will email you with all the instructions and exactly what to do. Don't worry, it's very easy! To know a little more about our policy, we leave here the detailed information:

  • If you are going to make a change and want to take advantage of the shipment to add something else, once you have made the request in the link, let us know through info@sansarushop.com, we will add it later. 
  • The new shipment of the exchange will always be effective at the same address where the first shipment was sent.
  • An exchange can be made: for the same product, for 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 for the shipping costs.
  • We do not make exchanges and returns on some products in the "Essentials" section such as boxes, kraft bags, silver wipes and postcards. We also do not return and exchange products that have been used.
  • When you want to make changes or returns on an order with a promotion or discount, please note that in the case of a return, the refund will be proportional to the discount/promotion code that has been used.
  • The products that are in the category of "essential" products, free products and products that are included for free in the order for higher amounts will be subject to changes and returns. In the case of wanting to process an exchange or return of an order, we will consider if any of the "essential" products have been included free of charge. If when processing the order, the amount is less than the minimum amount established to be included, San Saru reserves the right to claim this product.

    The customer will be responsible for the exchange and/or return if:

    • You have already made a first exchange or return of that order and want to make a new procedure (either exchange or return).
    • Make an exchange or return after the period of 30 days. In this case, we will first check that the product is in perfect condition to authorize the shipment of the new one or process the return. With a maximum period of 45 days.

    In case you have any problems with the application so that we can help you, please contact our customer service support through the e-mail info@sansarushop.com and let us know:

    • The reason for the return.
    • Which product you want to exchange or return.
    • What do you want the solution to be.
    • Some of the following information: Full name, e-mail with which you placed the order or order number.

      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
      BELGIUM, AUSTRIA, 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 2 days to notify us of the problem. We will give you a solution. The options are as follows:

      • Exchange it for another product or a different model, in the case of a price difference, if it is of a higher amount, you will have to make the payment of this and if it is of a lower amount, we will proceed to refund the difference in the same form of payment used at the time of purchase or in a gift card, depending on what you choose. 
      • Return and reimbursement of the total amount.

      To process an exchange or refund, just click on the following button where you can make the request

      RETURN AND EXCHANGE SITE

      Above all, remember to attach a photo where we can appreciate the defect as well as possible. In case our team considers that it is not defective, do not worry, we will contact you, and we will look for the best solution.

      If you have any incidence making the request, please contact us, so we can give you a solution. You must email us to info@sansarushop.com and let us know:

      • Explain to us what happened to the product.
      • Photo of the product showing the defect.
      • Any of the following: Full name or order number.

      In this case, San Saru will be responsible for the total costs.