Refund policy
Refund Policy
We want you to be happy with your order from Santos VI. This policy sets out when you can return an item, how to do it, and how quickly you are refunded.
Nothing in this policy limits any consumer guarantee that cannot lawfully be excluded, including under the Australian Consumer Law. If an item is faulty, not as described, or does not do what it is meant to do, you are entitled to a remedy regardless of the time limits below.
1. How to start a return
- Email santosvi6@outlook.com with your order number and, where the item is damaged or faulty, a photo or a short video showing the problem.
- We reply within 24 hours, seven days a week.
- Do not send anything back before we reply. We confirm the return address in writing with each approved return. A parcel sent to an address we have not confirmed cannot be tracked or refunded.
2. Change of mind returns
- You may return an item for a refund within 30 days of delivery.
- The item must be unused, in its original condition, and returned in its original packaging with the power lead and all inserts.
- Return shipping for a change of mind is paid by you. We do not charge a restocking fee.
- Once we receive and check the item, we refund the purchase price to your original payment method.
3. Damaged, faulty or incorrect items
- If your item arrives damaged, faulty or is not what you ordered, email santosvi6@outlook.com within 30 days of delivery with your order number and a photo.
- We replace it or refund it in full, at your choice.
- You do not pay return shipping on a damaged, faulty or incorrect item, and in most cases we will not ask you to send it back at all.
4. How long a refund takes
- Approved refunds are issued within 5 business days of the returned parcel arriving back with us.
- A cancelled order that has not been dispatched is refunded within 5 business days of us confirming the cancellation.
- Your bank or card issuer then takes its own time to post the funds to your account, usually 3 to 10 business days. That part is outside our control.
- Refunds go back to the original payment method. We cannot refund to a different card or account.
5. Cancelling an order
- Before dispatch: email santosvi6@outlook.com with your order number and we will cancel and refund it in full. There is no cancellation deadline and no cancellation fee.
- After dispatch: the order cannot be cancelled, because it has left the facility. Once it arrives, the return options above apply.
6. Pre-orders
- The Santos VI LED Resin Lamp is currently sold on a pre-order basis, with dispatch approximately 2 to 3 weeks from the order date.
- You may cancel a pre-order for a full refund at any time before it is dispatched, for any reason.
- If a production run is delayed, we email you with a revised date and you may cancel for a full refund if it no longer suits you.
- Once a pre-order has been dispatched it is treated as a normal order and the sections above apply.
7. Add-ons
- Shipping Protection claims are made by emailing santosvi6@outlook.com within 30 days of delivery, or of the last carrier scan where a parcel never arrived. We replace the order once at no cost, or refund it in full, at your choice.
- Skip The Line is a handling service that is used the moment your order is packed, so it is refundable only while the order is still unfulfilled.
- Lifetime Warranty is refundable while the order is unfulfilled. After delivery it remains attached to the product as described in our Terms of Service.
- The Mystery Box is a bonus physical item and cannot be returned or refunded separately from the order it shipped with.
8. Items we cannot accept back
- Items returned without contacting us first, or sent to an address we have not confirmed in writing.
- Items damaged after delivery through misuse, modification, or use outside their intended purpose.
- Items returned incomplete, with the power lead or the presentation box missing.
9. Contact
All returns, refunds and cancellations go through santosvi6@outlook.com. We reply within 24 hours, seven days a week.