Returns and complaints

In accordance with applicable regulations, you have the right to withdraw from a distance contract within 14 days of receiving the order , without giving any reason.

To exercise your right to return, you must submit a return via the customer panel in our store.

How to file a return

  1. Go to santamadre.pl

  2. Click "My Account" in the upper right corner of the page.

  3. Log in using the email address you provided when placing your order .

  4. In the "Orders" section, select the order you wish to return.

  5. Click the "Request return" button.

  6. Please indicate the product you wish to return and the reason for the return.

  7. Confirm your submission.

After submitting your application, you will receive a confirmation email with further instructions.

Returns address

The returned product should be sent to the following address:

SANTAMADRE - Returns
Łętownia 454
37-312 Łętownia

Please include your order number in the package to speed up the identification and processing of your return.

Return Policy

For your return to be accepted:

  • the product must not show any signs of use beyond normal inspection of the product

  • the product should be properly secured for transport

  • If possible, please return the product in its original packaging.

The customer bears the direct cost of returning the product , unless the return is the result of a complaint or an error on our part.

Refund

After receiving and inspecting the returned product, we will issue a refund no later than 14 days from receipt of the return. In practice, refunds may take several days.

The refund will be made using the same payment method used when placing the order, unless the customer agrees to another solution.

Complaints

If the product you receive is faulty, damaged or does not match your order , you have the right to file a complaint.

How to file a complaint

Complaints can be submitted via e-mail.

In your message, please include:

  • order number

  • description of the problem

  • product photos (if possible)

Complaints should be sent via email to hello@santamadre.pl

We consider complaints within 14 days of receiving them .

If the complaint is accepted, we will propose:

  • product replacement

  • refund

  • or another solution consistent with consumer rights

If you need to contact us, fill out the form: