Returns and refunds
Returns & refunds
At SantaMood, we want your shopping experience to be simple, clear and reassuring. We attach great importance to the quality of our products and to our customers’ satisfaction. That is why we have put in place a transparent return and refund policy, so that every request can be handled fairly and efficiently.
Right of withdrawal
In accordance with the regulations in force, you have 14 days from receipt of your order to exercise your right of withdrawal.
You do not need to justify your decision. Simply contact us within the stated period so that our team can guide you through the procedure.
How do you request a withdrawal?
To exercise your right of withdrawal, please send us an email at:
info@santamood.com
Please state in your message:
your order number,
your full name,
the products concerned.
You may use the model withdrawal form at the bottom of this page, but it is not obligatory: any unequivocal statement is enough, e.g. a letter sent by post or an email.
Return conditions
You have 14 days from delivery to tell us you are withdrawing, without giving a reason. What happens next turns on one thing: is the pouch still sealed?
pouch still sealed: the product is taken back and refunded;
pouch unsealed: the product can no longer be taken back, for health protection and hygiene reasons (article VI.53, 5° of the Belgian Code of Economic Law);
the shipping box may have been opened: that costs you no right;
you may examine the product as you would in a shop.
The exception covers the pouch seal only. An opened shipping box, or a product you merely examined, cost you no right. Only handling that reduces the product’s value beyond that examination can lead to a deduction.
Faulty product or problem on receipt
Even though we check our products carefully, a problem can exceptionally occur during preparation or transport. If you receive a faulty, incorrect or damaged product, please contact us quickly so that we can look into the situation.
Reporting period
You benefit from the two-year legal guarantee of conformity, counted from delivery. Tell us about the defect within two months of the day you noticed it. If the parcel or the product is visibly damaged on arrival, we recommend writing to us as soon as possible; this is only a recommendation and does not shorten the two-month period.
Evidence required
To process your request, please send us:
your order number,
a clear photo of the product concerned,
a photo of the packaging if needed,
or a short video clearly showing the fault.
These elements allow us to verify the problem and offer you a suitable solution.
Review and handling of requests
Once your request is received, our team examines the information provided. Every situation is studied carefully in order to find a fair solution.
If the fault is confirmed, SantaMood may offer you, depending on the case:
a replacement of the product,
a credit valid on a future order,
or a partial or full refund.
If the fault cannot be confirmed or the evidence is insufficient, the request may be refused.
Refunds
When the return is accepted, the refund covers the price of the returned products.
We refund the price of the products and the outbound delivery costs, at the rate of the cheapest standard delivery we offer. If you chose a faster or more expensive delivery, the difference remains yours. Return postage, however, remains yours.
The refund is made to the payment method used for the order, within 14 days of your telling us you are withdrawing. We may wait until we have received the products, or proof that you sent them.
Exchanges
We do not offer direct exchanges.
If you wish to order another product, another reference or another quantity, you can return the product concerned under the return conditions and then place a new order on santamood.com.
Products not eligible for return
Only one case rules out withdrawal: a pouch whose seal was broken after delivery, for health protection and hygiene reasons (article VI.53, 5° of the Belgian Code of Economic Law). As long as the seal is intact, the condition of the shipping box or packaging costs you no right: only the loss of value caused by handling beyond what is needed to examine the product can be deducted from the refund (article VI.51, § 2).
This rule exists to guarantee the safety, hygiene and quality of the products offered to all our customers.
Return costs
Return costs depend on the situation.
If the product has a lack of conformity — faulty, damaged or not what you ordered — SantaMood bears the cost of returning it: under the legal guarantee of conformity, bringing the product into conformity is free of charge for you, shipping costs included (Articles 1649bis, § 1, 13° and 1649quinquies of the former Belgian Civil Code).
For a withdrawal, a change of mind or any other personal request, return costs are the customer’s responsibility.
You shall send the products back to us at the following address: NewZone (SantaMood), Minervastraat 7, 1930 Zaventem, Belgium, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the products before the period of 14 days has expired.
We recommend using a tracked delivery service so that you keep proof of dispatch and avoid any problem should the parcel be lost.
Protection against abuse
In order to protect our customers, our team and our business, SantaMood reserves the right to check carefully any requests that are repeated, unusual or considered unjustified.
Abusive claims, deliberately damaged products or incorrect declarations cannot give rise to a refund, a replacement or a credit.
Changes to the policy
SantaMood reserves the right to amend this return and refund policy at any time. Changes will be published on this page and will take effect as soon as they go online.
We invite you to consult this page before making any return request, so as to be aware of the applicable conditions.
For any question concerning a return, a refund or a product received, you can contact our customer service at the following address:
info@santamood.com
We strive to answer every request within 48 working hours.
Thank you for your trust. Our aim is to offer you a clear, pleasant and hassle-free shopping experience on santamood.com.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To NewZone (SantaMood), Minervastraat 7, 1930 Zaventem, Belgium, info@santamood.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.