Refund policy
Refund and Return Policy
Last updated: September 12, 2026
Final Sale
For hygiene and safety reasons, all products purchased through the Santrel online store are final sale. We do not accept returns or exchanges for a change of mind, personal preference or dissatisfaction with a product.
This policy does not limit any rights or remedies that cannot be excluded under applicable consumer protection laws.
Purchases Made Through Other Retailers
Products purchased from a pharmacy, grocery store or any other retailer must be returned to the original place of purchase and are subject to that retailer’s return policy.
Online purchases made through santrel.com cannot be returned to a retail store.
Damaged, Defective, Missing or Incorrect Products
Please inspect your order as soon as it is delivered. If a product arrives damaged or defective, an item is missing, or you receive the wrong product, contact us at info@santrel.com within 15 days after receiving your order so that we can review the situation.
To review your request, we will ask you to provide the necessary information and photographs, which may include:
• Your order number
• A description of the issue
• Photos of the shipping box
• Photos of the shipping label or receipt
• Photos of the damaged, defective or incorrect product
Once we receive the required information, Santrel and, where applicable, the delivery carrier will evaluate the claim.
If the damage, defect, missing item or shipping error is confirmed, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement or refund.
Return Authorization
Do not return any product before contacting us and receiving our authorization.
If a return is approved, we will provide the return instructions and return address directly to the customer. Returns sent without prior authorization may be refused.
Undeliverable Orders and Incorrect Addresses
Customers are responsible for providing a complete and accurate shipping address, including the full postal code.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, the original shipping charges and any return or reshipping costs may be charged to the customer and are non-refundable, except where otherwise required by law.
Contact Us
For questions or claims concerning an online order, contact:
Email: info@santrel.com
Telephone: 450-653-8201
