Refund policy

UK & EU Returns & Refunds Policy

Last updated: 12/11/2025

We want every Santos&Stone piece to feel right the moment you receive it.
If something isn’t quite what you expected, you can return it — simply, and in line with the law.

Your Right to Cancel

You have 14 days from receiving your order to let us know you’d like to return it — no questions asked.
Once you’ve notified us, you’ll have another 14 days to send it back.

If your return meets the conditions below, we’ll refund you in full (including standard delivery costs) within 14 days of receiving the item.

📩 To start a return: email info@santosandstone.com with your order number and reason for return.

Return Conditions

To qualify for a refund:

  • Items must be unused, unworn, and in original packaging.

  • Tags and labels must be attached.

  • Products must be free from marks, odours, or signs of wear.

We recommend using a tracked postal service, as you are responsible for the item until it reaches us.

⚠️ Please note:
Customised or limited edition products (such as our Model Series) are non-returnable unless faulty.

Exchanges

We don’t currently offer direct exchanges.
If you’d like a different size or design, please return your item for a refund and place a new order.

Faulty or Incorrect Items

If something arrives damaged, faulty, or incorrect, contact us within 7 days of delivery at info@santosandstone.com
Please include your order number and clear photos.

We’ll replace or refund it — including your return shipping — as quickly as possible.
Issues reported after 30 days will be reviewed under the Consumer Rights Act 2015.

Refunds

Refunds are processed to your original payment method within 14 days of receiving and inspecting your return.

Please note:

  • Delivery upgrades (e.g. express shipping) are not refundable.

  • Orders placed using discounts or bundles will be refunded proportionally.

How to Return

  1. Email info@santosandstone.com with:

    • Order number

    • Items you’re returning

    • Reason for return (optional, but appreciated)

  2. We’ll send you return instructions and our return address.

  3. Repackage the item securely and post using a tracked service.

Contact

If you have any questions about returns or refunds, we’re here to help.
📧 info@santosandstone.com

In Short

  • 14 days to notify us of a return

  • 14 days after that to send it back

  • Refunds issued within 14 days of receipt

  • Items must be unused and in original condition

  • Custom and limited edition items can’t be returned unless faulty