Exchanges and Returns

At Sansoti, we believe it is important that you are satisfied with your order. Below you will find all the information about cancellations, returns and refunds.

1. Cancelling an order

An order can be 12 hours after placing the order be cancelled, as long as 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 include 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 can return the order after receipt in accordance with our return policy below.

2. Returns

Are you not satisfied with your order? You can return your order within 30 days after receipt return it.

To make a return, you must first contact our customer service via info@sansoti.com. We will then send you the necessary return instructions and, if your return is approved, the applicable return address.

Return address

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

Our products are shipped directly from our international suppliers. Therefore, an approved return 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 assessed.

Never send an order back independently to the business address listed on our website.

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

3. Return conditions

To process a return properly, the product must:

• be registered within the 30-day return period;
• be in its original and unused condition;
• show no signs of use;
• be provided with the original labels and tags, where applicable;
• if reasonably possible, be returned in the original packaging;
• be carefully packaged to prevent damage during transport.

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

We reserve the right to assess a return shipment if the product has been damaged, used or has become incomplete.

If a product has clearly been used more than necessary to assess its nature, characteristics and operation, this may affect the amount to be refunded.

4. Sending the return shipment

The return shipment must be sent with a track & trace code.

The cost of the return shipment is borne by the customer.

We recommend keeping the shipping receipt and the track & trace code safe until the return has been fully processed.

On the day of shipment, send a photo or proof of the track & trace code to info@sansoti.com, stating your order number.

5. Products excluded for hygiene reasons

For hygiene reasons, certain products cannot be returned 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 nature of the product means it falls under a statutory exception to the right of withdrawal.

6. Refund

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

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

Depending on the payment method, processing a refund may require some processing time from the bank or payment provider.

7. Shipping costs

The original shipping costs will not automatically be reimbursed for a return when they relate to an additional or more expensive shipping option chosen by the customer.

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

8. Damaged, incorrect, or defective products

Have you received a product that is damaged, incorrectly delivered, or defective? Please contact us as soon as possible via info@sansoti.com and state your order number.

If possible, include clear photos or videos of the problem. We will assess the situation and then look for a suitable solution.

In the event of a problem with a product, you do not need to return the product independently before receiving instructions from our customer service.

9. Withdrawal

Consumers have the statutory right of withdrawal insofar as this applies to the relevant order.

You can use the withdrawal form for this: