Refund policy

Last updated: 31 May 2026

01. 30-Day Return Window

All customers may request a return within 30 days of delivery, provided the item meets the return conditions outlined below.

The return period begins on the date the shipment is marked as delivered by the carrier. Courier delays or failed delivery attempts do not extend the return window.

EU Statutory Rights

Customers within the European Union retain their statutory right of withdrawal under EU Consumer Rights Directive 2011/83/EU: 14 days from receipt to notify us of withdrawal, followed by an additional 14 days to return the item after notification.

Our 30-day commercial return policy is offered in addition to, and does not limit, these statutory rights.

02. Return Conditions

To qualify for an approved return, all of the following conditions must be met:

The product must be unworn, unwashed, and in original condition.
All tags, labels, and original packaging must be fully intact.
The item must be free from stains, odors, fragrances, deodorant marks, hair, or any signs of wear.
The original order number and proof of purchase must be included.
Prior return authorization must be obtained before shipping the item (see Section 06).

All returned items undergo a quality inspection upon arrival. Items that do not meet these requirements may be refused and returned to the customer at their expense.

Santorelli Milano reserves the right to refuse any return that shows signs of use, alteration, cleaning attempts, or unauthorized shipment.

03. Damaged, Defective, or Incorrect Items

Transit Damage on Arrival

If your parcel arrives visibly damaged, please contact us at info@santorellimilano.com within 48 hours of delivery and provide:

Your order number
Clear photographs of the damaged item and packaging

This allows us to file a claim with the carrier. Once verified, Santorelli Milano may offer a replacement or refund and will cover reasonable return shipping costs where applicable.

Manufacturing Defects

Manufacturing defects discovered after delivery are covered by the statutory warranty applicable in your country of residence, including a two-year legal guarantee for consumers within the European Union.

Please contact us with photographs and your order number so we can resolve the issue in accordance with applicable consumer protection laws.

Incorrect Item Received

If you receive an item that does not match your order, please contact us within 7 days of delivery with your order number and photographic evidence.

We will arrange a replacement and cover any necessary return shipping costs.

04. Return Shipping Costs

Unless an item is confirmed to be defective, damaged during transit, or incorrectly supplied, return shipping costs are the responsibility of the customer.

Returns must be shipped prepaid and include tracking information.
Packages sent with unpaid shipping fees or customs charges will be refused.
For non-EU returns, all customs duties, import taxes, clearance fees, and related charges remain the responsibility of the customer.
We strongly recommend using a tracked and insured shipping service.

Until the returned parcel has been received and confirmed by Santorelli Milano, it remains the customer's responsibility.

05. Refunds

Approved refunds are processed to the original payment method within 10 business days after the returned item has been received and successfully passed inspection.

Processing times may vary depending on your bank or payment provider.

What Is Refunded

For EU customers exercising their statutory right of withdrawal:

The product price will be refunded.
The original standard shipping cost will be refunded.
Premium or Express shipping upgrades are non-refundable.

For all other approved returns, including defective products, incorrect items, goodwill returns, and non-EU returns:

The product price will be refunded.
Shipping fees, customs duties, import taxes, and payment processing fees are non-refundable.

Additional Notes

Refunds cannot be issued for returns that do not arrive at our facility.
Santorelli Milano reserves the right to apply a partial refund where return conditions have not been fully met.
Repeated or excessive return activity may result in future return requests being declined.

06. How to Start a Return

All returns require prior written authorization. This allows us to verify eligibility, provide the correct return address, and process your return efficiently.

To request a return, please email info@santorellimilano.com and include:

Your order number
Reason for return
Supporting photographs, if applicable

If your request is approved, you will receive written confirmation together with detailed return instructions.

Approved returns must be shipped within 14 calendar days of receiving authorization.

Returns sent without authorization, to an incorrect address, or outside the approved timeframe may be refused.

07. Return Address

The return address will be provided only after your return request has been reviewed and approved.

Please do not send products back without prior authorization, as unauthorized returns may not be accepted or processed.

08. Exchanges

Santorelli Milano does not offer direct exchanges.

If you wish to receive a different size, color, or product, please place a new order separately and return the original item according to this policy.

Product availability cannot be guaranteed, and items cannot be reserved.

09. Important Notes

Each order requires separate return authorization.
Multiple approved returns may only be combined with prior written approval.
Returns missing tags, packaging, accessories, or other original components may be refused.
Any parcel returned without authorization, with unpaid fees, to an incorrect address, or outside the approved return period may be rejected and returned at the customer's expense.

10. Contact Information

Santorelli Milano

Email: info@santorellimilano.com

Website: www.santorellimilano.com