Refund & Return

At Juan Santos, we want you to be completely satisfied with your purchase. If for any reason you are not happy with the items you received, we offer a hassle-free return process. This Refund & Return outlines the terms and conditions under which you can return items purchased from our website.

1. Eligibility for Returns

You may return items within 30 days of the delivery date. The items must be in their original condition, unused, and with all tags and labels intact. We reserve the right to refuse returns that do not meet these criteria. Please note that certain items, such as personalized or custom-made products, may not be eligible for return.

2. Return Process

To initiate a return, please contact our customer service team at [email protected]. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed. It is important to include the RMA number on the return shipping label to ensure proper processing of your return.

3. Shipping Costs for Returns

You are responsible for the cost of shipping the item back to us unless the return is due to our error or the item is defective. We recommend using a trackable shipping service to ensure that your return reaches us safely. If you are returning an item because it is defective or we sent you the wrong item, we will cover the cost of return shipping and provide you with a prepaid shipping label upon request.

4. Refunds and Exchanges

Once we receive your returned item and it has been inspected, we will notify you of the status of your refund or exchange. If your return is approved, we will initiate a refund to your original method of payment or process an exchange for a different item, depending on your preference. Please allow up to 7 business days for the refund to be processed and an additional 5-7 business days for the refund to appear on your account statement.

5. Final Sale Items

Certain items, such as sale items or clearance items, may be marked as final sale and not eligible for return or exchange. This will be clearly indicated on the product page at the time of purchase.

6. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us within 7 days of delivery. We will work with you to resolve the issue promptly, which may include sending a replacement item or issuing a refund, depending on your preference.

We strive to make the refund&return process as smooth as possible. If you have any questions or need assistance with a return, please do not hesitate to contact our customer service team at [email protected]. Your satisfaction is our top priority.