Returns and Refunds
Thank You for shopping with Santotube.
Incorrect Choice
Our refund and returns policy is generally applicable for 30 days if you discover you have chosen your purchase incorrectly or there is some other issue unrelated to the quality of the product manufacturing process. While this is not a ‘change of mind’ policy, we may be able to assist on a case-by-case basis when genuine reasons are supplied. If 30 days have passed since your purchase, we can’t necessarily offer you a full refund or exchange, but are more than happy to chat about options if you drop us an email to explain.
To process a standard return, your item must be seemingly unused and fit for re-sale or in the same condition that you received it. If you have used the product, let us know of any issues and we will focus on a solution to hopefully fulfill your requirements.
To action your return, we require an invoice number or proof of purchase to match the transaction at our end, so please do not send your purchase back to the original manufacturer (if applicable). After obtaining approval to return goods, you will be required to post at your expense. This section of the policy is over and above the consumer guarantees set by the ACCC. Any applicable refund may be less the postage costs incurred to send your initial order.
Warranty
Of course, your warranty on goods extends past this 30-day window and you should contact us immediately after you discover an issue so we can begin to remedy.
As per Australian Consumer Law, if an item is subject to a major problem, you are entitled to choose a refund, repair or replacement of that item.
A major problem is classified as an issue that would have stopped someone from buying the product, such as it being unsafe, significantly different from the sample or description or doesn’t do what it is intended to do and cannot be fixed by instruction or troubleshooting.
If it is not a major problem, the same consumer rights apply, however, the business can choose the best remedy between refund, repair or replacement.
We have a growing catalog of diverse products, and some products will fall into different categories; for example, tubing is classed as a consumable and will carry a warranty covering initial manufacturing defects but not wear and tear from use, much like tyres or windscreen wipers on a vehicle becoming worn. Additionally, our mechanical devices, namely pumps, are not purposed for commercial use, but light regular domestic use of generally a few minutes a day.
Late or Missing Refunds
If much time has passed and you haven’t received a refund yet, please first check your bank account again, then contact your financial institution as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email to follow up.
Returns
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. At this time, we will also state the approval or rejection of your refund or exchange (whichever is applicable or pre-negotiated). If you are approved, then your refund or exchange item will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 days, or replacement goods will be posted to you to the address from the original transaction (unless specified otherwise beforehand).
To return your product (after approval), you should mail your product to:
Santotube
6 Aspect Drive
VICTORIA POINT QLD 4165