RETURNS AND WARRANTY
1. Our return service
We believe in everything we create. It's a testament to our continuous commitment to researching and developing new, technologically advanced garments to enhance your performance with maximum comfort. If you encounter any quality or performance issues, we are committed to resolving them. Whether you want to change the size or color of the purchased item or exchange it for a different one, you can make a return.
Which items can be returned?
- Changed your mind? Want to change the size or color of the purchased item? All Santini items, including accessories, can be returned.
- Only items purchased from the website www.santinicycling.com can be returned. The return of the item must be made within 45 working days from the order's receipt.
- Due to the significant price reductions applied to items in the special prices section and any promotional products, we cannot offer free returns, as indicated in our company policies. For these items, a refund can be requested, but shipping costs will be solely borne by the customer.
- Discounted items can be refunded, but size exchanges are not possible.
- If you purchased an item from an authorized Santini retailer, you can contact them directly.
How to return a product?
Are you a registered customer?
Did you place the order as a guest?
- To submit a return request as a guest, access the following link, enter the order reference and the email with which you made the purchase.
Once the return request is submitted, you will receive confirmation and the return form to be completed and placed inside the package.
After 48/72 hours, our customer service will accept your request and send you an email with the procedure to complete the return.
If your item was purchased at full price (items with a personal discount code are also considered at full price), the return is free. In this case, you will receive an e-mail from DHL Express with the return label to apply to the package and instructions to schedule the pickup directly with the courier.
If the purchased item is discounted, the shipping costs are at your expense, and only a refund is possible. You will receive an e-mail from email@example.com with all the details to proceed with the return.
Place the completed return form inside the package and send it to the following address:
C/O SHOP ONLINE
Via Zanica 14, 24126
Bergamo (BG), ITALY
Once the package arrives at its destination, the amount related to the returned item will be fully refunded to you.
- The exchange is considered correct when the customer adheres to all the conditions in the Return Policies section of the General Terms and Conditions of Sale.
- Products must be returned, complete, and unused, in their original packaging.
- The form inside the shipping package (also attached to the return request confirmation e-mail) must be completed in its entirety and inserted into the package at the time of return. Didn't receive it? You can download it here.
- All returned items must be in original and saleable condition (unworn, unwashed, with tags, and/or original packaging, if applicable).
Return of a defective product:
- Santini guarantees all its products against any manufacturing defects.
- To return a defective product, follow the procedure explained above.
- When a product is returned, Santini conducts a quality check according to the conditions indicated in the Return Policies section. Subsequently, we proceed with the refund, ensuring a transparent process in line with our standards.
How does the refund work?
- The refund process is undertaken by Santini as quickly as possible.
- If the recipient of the products indicated in the order is different from the one who made the payment for these products, the amount paid will be refunded by Santini to the one who made the payment.
- The amount is refunded via the same payment method used for the purchase. The refund will be made relative to the value of the returned goods, excluding any shipping costs POTENTIALLY incurred by the customer at the time of the initial purchase. You will see the amount credited within 5-7 working days based on your bank's policies.
- E.g., if an order is less than 100 euros, and the shipping is the customer's responsibility, in the case of a return request, the refund will only be issued for the value of the item(s) purchased without a refund of the shipping costs.
2. Accident insurance
Did you purchase a Santini product from our website or any authorized retailer, and during one of your first rides, the garment was damaged due to an accident?
Don't worry, we've got you covered! While we can't guarantee a replacement for the damaged item, we're pleased to offer you a 30% discount on the value of the damaged product for your next purchase.
- Visit the “Contact Us” section at the bottom of the page on our website www.santinicycling.com. Attach a photo of the damaged garment to your message, ensuring both the damage and the Santini logo are clearly visible. Additionally, provide proof of purchase within the last 3 months.
- Expect a prompt e-mail with our assessment. If the damage is confirmed, you'll receive a personalized discount code for your next purchase. This discount can be redeemed exclusively on www.santinicycling.com within 3 months of receiving the e-mail.
For further assistance regarding returns, exchanges, or refunds, please reach out to our customer service during the following hours:
Monday - Friday: 9:00 AM to 5:30 PM
Phone: (+39) 0350445159