Shipping Policy

Ensuring customer satisfaction has always been our utmost priority. Our primary goal is to assure that customer shipments are delivered safely and within the allotted time interval.

Our team closely monitors all packages from dispatch until their successful delivery to customers. We hope to build trust and bring smiles to our customers’ faces with each delivered order.

Shipping Process & Procedure

Product(s) are dispatched from the seller to our warehouse facility. The products(s) are then thoroughly examined at our warehouse facility before they are dispatched to our customers. We carry out timely delivery of these shipments using 3rd party courier services that deliver orders to customers on our behalf.

Shipping Charges:

The total shipping charges are calculated at the checkout page. The shipping charges vary depending on the product's weight and size as well as on the selected shipping option. Shipping charges will change with each additional item that is added to your cart. Customers can save more on shipping by increasing their basket size instead of making single item orders.

Important Points to Consider for Shipping:

Make sure you are acquainted with the following indexes thoroughly:

1. Shipments Stuck at Customs:

   As to each such purchase made by the customer through the Santonil website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Santonil Website.

   The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:

   • If the ‘Importer of Record’ fails to provide the required documents and paperwork to the custom authorities and as a result the product(s) are confiscated by the customs, Santonil will not issue a refund. Therefore, we strongly recommend that you make advance preparations & submit the relevant documents when requested by the custom authorities.
   • If the shipment is returned to our warehouse in case of missing/absent paperwork etc. from the customer’s end, a refund will be issued only after deducting the return shipping charges from the product purchase price. The shipping, and custom charges will not be included in the refund.

2. Undeliverable Shipments/Refused Shipment Returned

   When a shipment is approved by customs authorities, the concerned courier company will contact the customer and arrange for order delivery:

   In the event the customer does not respond, refuses to accept delivery or declines to pay the applicable duties and taxes due to the carrier upon delivery. The shipment will be returned to the country of origin.

   The customer may file a refund claim for the above cases. If the shipment is eligible for a refund per Santonil Return Policy, Santonil will refund the price of goods of the affected shipment only. Shipping and custom charges will not be included in the refund. The cost of the return shipment will also be deducted from the total price of goods affected in the shipment.

   If the shipment is not returned or the product(s) is non-returnable, the customer is not eligible for a refund.