Refund policy

ITEMS SHIPPING FREE



For customers who have selected our FREE (No Tracking) SHIPPING option, please note that we will only provide you with Proof of Shipping. You will NOT be able to track the location of your order afterwards, there is a risk of the product not arriving at your doorstep. If after 60 days you still have not received your order, we will escalate the issue to our level 2 support team and refund you, no questions asked.



HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase and would like to return an item, please contact us within 15 days of receiving your order.

Please provide your order number as well as the reason for returning the item. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from santa.com will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in original packaging, including all accessories, instructions for use and documentation.

Returned items must be unused, in the same condition we sent you and in their original packaging. Stains, folded tags, broken seals/damaged plastic foil will not be accepted. If the product shipped back to us is not in an acceptable condition, we reserve the right not to provide a refund or exchange. Personalized products cannot be returned or exchanged.

Non-returnable items include items purchased through retailers, products purchased incorrectly, and products damaged due to customer mishandling.

Returns made without a receipt may be refused. We reserve the right to refuse any refund.

WHAT IF THE ITEM(S) I RECEIVE IS FAULTY/INCORRECT/DAMAGED?

Did you receive a defective unit or wrong product? Simply not satisfied with your order?

Please contact our Customer Support team to begin the return process. Please include the following information:

numerical order

Proof of purchase

Video or image of the defective product (if any)

Complete the delivery address

Contact phone number

In some cases, you may be required to provide a video or photo of the defective product as evidence for a refund or product replacement.



HOW LONG IS THE RETURN PROCESS?

Return processing may take up to 14 business days from the date we receive your return. We will email you for confirmation once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refunds exclude all shipping and handling charges.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the return or cancellation request. Please contact your card issuer if you have any questions about when the credit will be posted to your account.

If you haven't received a credit for your return, here's what to do:

Contact your bank/credit card company. It may take some time before the refund is posted to your account.



HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Be sure to provide your order number and the modification you want to make and we will confirm once the modification is made.

Any cancellation made after an order has been placed will be subject to a cancellation fee of 40% of the Total Price regardless of order time (even if there is only a one second delay) due to the merchant processor/ The credit card charges us a fee for cancellation.

Please note that any orders that have already been packaged or shipped cannot be canceled.

Please contact our Customer Service department at support@kdeamusa.com to receive a return address.