Cart

Your cart is empty

Return and Refund Policy

Returns and refund policy

At Sansoti, we consider it important that you are satisfied with your order. Below you will find our terms and procedure for cancellations, returns and refunds.

1. Cancelling an order

An order can be 12 hours after placing the order be cancelled, provided the order has not yet been processed or shipped.

Would you like to cancel your order? Please contact us within this period via info@sansoti.com and state your order number.

After these 12 hours, the order may already have been processed or shipped by our fulfilment centre. In that case, the order can no longer be cancelled.

If cancellation is no longer possible, you may return the order after receipt in accordance with our return conditions.

2. Returns

Not satisfied with your order? You may return your order within 30 days of receipt return.

Please first contact our customer service via info@sansoti.com. We will then provide you with the required return form and return instructions.

The return form must be completed in full and enclosed with the return shipment.

You may also use the statutory withdrawal form:

Hereby revoke the agreement

3. Return address

Please note: the address listed on our website is no visitor or return address.

Because our products are shipped directly from our international suppliers, an approved return shipment may be requested to our supplier in China.

The exact return address will only be provided after you have contacted our customer service and your return request has been reviewed.

Never send a return shipment independently to the business address listed on our website.

The costs and risk of the return shipment are borne by the customer, unless otherwise required by law or agreed with you.

4. Conditions for returns

To process a return properly, the product must:

  • be returned within 30 days of receipt;
  • be in its original and unused condition;
  • show no signs of use;
  • have the original labels and tags attached, where applicable;
  • be returned in its original packaging where reasonably possible;
  • must be carefully packaged to prevent damage during transport.

The product will be inspected upon receipt. If the product has been damaged by the customer or has clearly been used more than necessary to assess its nature, characteristics and operation, this may affect the amount to be refunded.

5. Return procedure

Would you like to return a product? Follow the steps below:

  1. Contact info@sansoti.com and state your order number.
  2. Wait for the return instructions and return form from our customer service.
  3. Complete the return form in full.
  4. Include the return form with the return shipment.
  5. Ship the package with track & trace.
  6. Keep your shipping receipt until your return has been fully processed.
  7. On the day of shipment, send a photo or proof of the track & trace code to info@sansoti.com.

6. Return costs

The cost of returning a product is borne by the customer, unless otherwise provided by law or agreed with you.

Original shipping costs are not automatically refunded when the customer has chosen an additional or more expensive shipping option.

7. Products excluded for hygiene reasons

Certain products cannot be returned due to their nature and for hygiene reasons if the seal has been broken after delivery or the product has been used.

This may include:

  • underwear;
  • swimwear;
  • lingerie;
  • tights;
  • certain personal care products.

This applies insofar as the product concerned falls under a statutory exception to the right of withdrawal.

8. Refunds

Once the return shipment has been received and inspected by us or our fulfilment partner, the return will be processed.

When the return meets the applicable conditions, the amount due will be refunded via the same payment method used to pay for the original order, unless otherwise agreed with you.

We aim to process refunds as quickly as possible. After we have issued the refund, it may take some time for the amount to actually appear in your account, depending on your bank or payment provider.

9. Late or missing refund

Have you received a refund but is the amount not yet showing in your account?

First check your bank account and then contact your bank or payment provider. It may take some processing time before a refund becomes visible.

Have you still not received a refund after these checks? Please contact our customer service via info@sansoti.com and state your order number.

10. Damaged, incorrect, or defective products

Have you received a product that is damaged, incorrect, or defective? Please contact our customer service as soon as possible via info@sansoti.com.

Please include your order number and, if possible, attach clear photos or videos of the problem.

We will assess the situation and then inform you about the next steps. Do not return a damaged, incorrect, or defective product on your own before receiving instructions from our customer service.

11. Contact details

Company name: TMC
Trading under the name: Sansoti
Chamber of Commerce number: 92134866
Legal form: Sole proprietorship
VAT number: NL004938015B40
Phone number: +1 516 440 8424
Email address: info@sansoti.com

Opening hours

Monday – Friday: 09:00 – 18:00
Saturday – Sunday: 09:00 – 16:00

We aim to respond within 24 hours respond to your message.