Returns and Complaints

Returns Policy

Customers may withdraw from a distance contract concluded with Santura Sp. z o.o. within 14 days of receiving the goods, in accordance with Polish consumer law. To initiate a return, please contact us by email or phone.

How to Make a Return

1. Contact us at info@santura.pl to inform us about the planned return, stating the reason and order number.
2. Place the returned product in its original packaging, protect it against damage during transport, and pack it in a properly prepared package.
3. All equipment must be restored to factory settings where applicable.
4. Include the following information on the outside of the package:
   • Reason for return
   • Order number
5. Send the package to:
   RETURNS -- Santura Sp. z o.o.
   ul. Grunwaldzka 43/3AP
   37-700 Przemysl, Poland
6. Send the tracking number and bank account details for refund to info@santura.pl.

Items Not Eligible for Return

• Products that show signs of use or damage
• Products without their original packaging
• Products delivered in sealed packaging for health or hygiene reasons, if the packaging has been opened after delivery
• Custom or made-to-order products

Complaints

If you have received a defective product or the goods do not match the order, you have the right to file a complaint.

How to File a Complaint

1. Contact us at info@santura.pl with:
   • Your order number
   • Description of the defect or issue
   • Photos of the product and defect (if applicable)
2. We will respond within 14 business days with information about the next steps.
3. If the complaint is accepted, we will arrange for repair, replacement, or refund as appropriate.

Contact

For returns and complaints, please contact:
Santura Sp. z o.o.
Email: info@santura.pl
Address: ul. Grunwaldzka 43/3AP, 37-700 Przemysl, Poland