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Return and Refund Policy

Returns and Refunds Policy

At Sansoti, your satisfaction with your order is important to us. Below you will find our conditions and procedures for cancellations, returns, and refunds.

1. Canceling an order

Orders are processed and shipped within 12 hours. An order can therefore be canceled up to 12 hours after the order is placed, provided it has not yet been shipped.

Would you like to cancel your order? Please contact us within this period at info@sansoti.com and include your order number. We will arrange the cancellation immediately, and you will not be charged.

Has your order already been shipped after these 12 hours? It can no longer be stopped. In that case, you can return the order after receipt in accordance with our return conditions.

2. Returns

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

To do so, please first contact our customer service team at 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 included with the return shipment.

You can also use the statutory withdrawal form:

Revoke this agreement here

3. Return address

Please note: the address listed on our website is not a visiting or return address.

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

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

Never send a return to the business address listed on our website without contacting us first.

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

4. Return conditions

To process a return, the product must:

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

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

5. Return procedure

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

  1. Contact info@sansoti.com and include your order number.
  2. Wait for the return instructions and return form from our customer service team.
  3. Complete the return form in full.
  4. Include the return form with the returned item.
  5. Send the package using track & trace.
  6. Keep your proof of postage until your return has been fully processed.
  7. On the day you ship the package, send a photo or proof of the track & trace code to info@sansoti.com.

6. Return costs

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

Did you receive a damaged or defective product? We will refund the return shipping costs or send you a replacement product free of charge.

Original shipping costs will not automatically be refunded if you chose an additional or more expensive shipping option.

7. Products excluded for hygiene reasons

Certain products cannot be returned for hygiene reasons due to their nature 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

As soon as we or our fulfillment partner receive the return, it will be inspected and processed. Your refund will be issued within 5 days of receiving the package.

If 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.

After we have issued the refund, it may take some time for the amount to appear in your account, depending on your bank or payment provider.

9. Late or missing refunds

Have you received a refund confirmation, but the amount has not yet appeared in your account?

First, check your bank account, then contact your bank or payment provider. It may take some time for a refund to appear.

Have you still not received a refund after these checks? Please contact our customer service team at info@sansoti.com and include 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 team as soon as possible at info@sansoti.com.

Include your order number and, if possible, attach clear photos or videos of the issue.

We will assess the situation and then inform you about the next steps. In these cases, we will reimburse the return costs or send you a new product free of charge. Do not return a damaged, incorrect, or defective product on your own before receiving instructions from our customer service team.

11. Contact details

Company name: TMC
Trading under the name: Sansoti
Chamber of Commerce number: 92134866
Legal form: Sole proprietorship
VAT number: NL004938015B40
Address: Weegschaalstraat 3, 5632 CW Eindhoven, Netherlands
Phone number: +31 6 13257214
Email address: info@sansoti.com

Opening hours

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

We aim to respond to your message within 24 hours.