Exchanges and returns

 IF YOU ARE NOT SATISFIED WITH YOUR ORDER

You have 30 days since you received the product to fall in love with it, if in the end you don't and the product is in perfect condition you can return or exchange it.

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

RETURN AND EXCHANGE PORTAL

Depending on your country, we will proceed in one way or another.

DESTINATION FIRST EXCHANGE
FIRST RETURN		 TRANSPORT COMPANY
SPAIN (Peninsula) FREE FREE MRW
SPAIN (Balearic Islands)
FREE
FREE		 DHL
SPAIN (Canary Islands, Ceuta and Melilla)
WE DON'T MAKE EXCHANGES
RETURN IS AT THE CUSTOMER'S EXPENSE
COMPANY OF THE CUSTOMER'S CHOICE.
PORTUGAL (Peninsula)
FREE
FREE		 MRW
FRANCE, ITALY, GERMANY,
BELGIUM, AUSTRIA, THE 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, SOUTH ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA. WE DON'T MAKE EXCHANGES
THE RETURN IS AT THE CUSTOMER'S EXPENSE		 COMPANY OF THE CUSTOMER'S CHOICE
REST OF THE WORLD
WE DON'T MAKE EXCHANGES		 THE RETURN IS AT THE CUSTOMER'S EXPENSE COMPANY OF THE CUSTOMER'S CHOICE.

 

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, you can find detailed information here:

  • If you are going to make an exchange and want to take advantage of the shipment to add something else, once the request has been made by clicking on the link, let us know at 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 accept returns and exchanges on some products from our "Essentials" section such as boxes, kraft bags, silver cleaning wipes and postcards. We also do not do returns and exchanges on personalized jewelry and products that have been used.
  • When you want to make exchanges or returns on an order with 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 applied.
  • 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. That is to say, 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 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 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 in order to authorize the shipment of the new one or process the return. With a maximum period of 45 days.

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

    • The reason for the return.
    • Which product you want to exchange or return.
    • What would you like 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
      EXCHANGE      		 RETURN TRANSPORT COMPANY
      SPAIN (Peninsula) €6,99 €3,99 MRW
      SPAIN (Balearic Islands)
      €6,99      		 €3,99
      		DHL
      SPAIN (Canary Islands, Ceuta and Melilla)
      WE DON'T MAKE EXCHANGES      		 THE RETURN IS AT THE CUSTOMER'S EXPENSE COMPANY CHOSEN BY CUSTOMER
      PORTUGAL (Peninsula)
      €6,99
      €3,99      		 MRW
      FRANCE, ITALY, GERMANY      		 €9,99 €6,99 DHL
      BELGIUM, THE NETHERLANDS, LUXEMBOURG, MONACO, DENMARK,
      AUSTRIA, FINLAND, IRELAND, 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, SOUTH ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA. WE DON'T MAKE EXCHANGES
      THE RETURN IS AT THE CUSTOMER'S EXPENSE      		 COMPANY OF THE CUSTOMER'S CHOICE
      REST OF THE WORLD
      WE DON'T MAKE EXCHANGES      		 THE RETURN IS AT THE CUSTOMER'S EXPENSE COMPANY OF THE CUSTOMER'S CHOICE

       

      IF YOUR ORDER HAS ARRIVED BROKEN OR DEFECTIVE

      You have 2 days to notify us of the problem. We will give you a solution. Likewise, 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.

      You can request it on our website, attaching a photo where we can appreciate the defect as best as possible. In case our team considers that it is not a defect, we will contact you and find for the best solution.

      To solve the incident as soon as possible, enter the following portal and follow the instructions so that we can help you:

      RETURN AND EXCHANGE PORTAL

      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 a defect, don't worry, we will contact you and look for the best solution.

      If you have any incident while making the application, please contact us so we can give you a solution. You can 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.