Refund policy

Last updated: October 5, 2026

30-day return window

You may request a return within 30 days after receiving your item.

To be eligible for a standard return, the item must be in the same condition in which it was received, unused and in its original packaging, with proof of purchase.

How to request a return

Contact Robert Santillana before sending any item back. If your return is approved, we will provide return instructions and, when a physical return is required, the return address.

Do not send returns to a supplier, fulfillment center, or other address unless Robert Santillana has provided that address for your approved return. Items sent back without prior authorization may not be accepted.

Change-of-mind returns

For approved change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

Original shipping charges, if any, are not refundable for change-of-mind returns unless required by law.

Damaged, defective, or incorrect items

Please contact us as soon as possible if your item arrives damaged, defective, or incorrect. We may request photographs, video, packaging images, or other information needed to review the issue.

When a claim is approved, we will provide an appropriate resolution, which may include a replacement or refund. Do not discard the item or packaging until we confirm whether they are needed for the claim.

Non-returnable items

Items that cannot be resold for health, safety, hygiene, customization, or other product-specific reasons may be non-returnable. Gift cards, if offered, are non-returnable. Sale items are returnable only where required by applicable law or where Robert Santillana expressly states otherwise.

Please contact us before purchase if you have questions about whether a specific item is eligible for return.

Exchanges

The fastest way to receive a different item is generally to complete an approved return and place a new order for the replacement item.

European Union 14-day withdrawal right

If your order is shipped into the European Union, you may have a statutory right to cancel or return an eligible order within 14 days without giving a reason, subject to applicable exceptions. This legal right applies in addition to any rights provided by this policy.

Refunds

We will notify you after an approved return or claim has been reviewed. If a refund is approved, it will be issued to the original payment method.

After we issue a refund, your bank or card provider may require additional processing time before the funds appear in your account.

Contact

For return or refund questions, use the store's Contact page or the support contact listed in our Privacy Policy.