Contact Information: For any queries related to our Return, Refund, and Shipping Policies, please reach out to us : info@santamail.com.
A. Return and Refund Policy
1. All purchases are considered final and non-refundable/non-returnable after thirty (30) days from the date of purchase.
2. In the case of off-specification products, customers are eligible for returns or refunds. To initiate a return or refund, customers must contact us at info@namestamp.com within thirty (30) days from the date of purchase and provide a reason for the request. We will review the request and respond accordingly.
3. If a customer receives a faulty or defective product, they may request a return or refund within thirty (30) days from the date of purchase by contacting us at info@santamail.com. The request should include an explanation and a picture of the faulty/defective product as supporting evidence.
4. Upon approval of a return or refund request for any reason, the customer must courier the faulty/defective product to the address of our agent, which will be provided to the customer via email upon approval.
5. The customer will be responsible for covering the shipping costs for return or refund shipments.
6. For refund transactions, the customer’s money will be directly refunded to the Debit/Credit card used for the original purchase after we safely receive the returned product.
B. No Responsibility for Courier Company
1. We will not be held responsible for delays caused by the courier/shipping company.
2. International duties or customs charges are the responsibility of the customer.
3. Once our agent ships the packages, the courier/shipping company will be responsible for any lost or damaged products during transit.
4. In cases where the Post Office marks a package as delivered, the customer should contact their local Post Office for further information.
5. If there is any issue with the tracking number or package delivery, the customer should contact the courier company directly before reaching out to us. Please allow 1-4 business days for tracking information to update. In some rare cases, tracking may not immediately update, but the order will still be delivered. Customers should contact us if the estimated delivery time has passed.
6. Some shipments include tracking with delivery confirmation. If the tracking information shows that the item has been delivered to the order address, but the customer has not received the order, they should contact the courier/shipping company directly to investigate the issue. We cannot be held accountable for packages where the tracking information indicates successful delivery.
7. We will not be responsible for packages not delivered within the guaranteed shipping times, as processing the order may take 1-2 business days. If the item is not delivered on time, the customer should contact the courier/shipping company.
8. The customer is responsible for providing the correct shipping address. We are not liable if a package is returned to us due to an incorrect or undeliverable address. If the customer wishes to cancel their order or change the shipping address, they should contact us at info@namestamp.com as soon as possible. While we will do our best to make the change, we cannot guarantee it.
9. Customs taxes or duties are the responsibility of the customer. All applicable customs, duties, taxes, and fees charged by the customer’s government are their responsibility. Customers should contact their country’s customs office for information on charges and rates for packages arriving from outside their country.
C. Shipping
1. Customers are responsible for paying their own shipping costs for returning items.
2. Shipping costs are non-refundable.
3. If a package is returned to us by the shipping company/courier due to an undeliverable address provided by the customer, they will be responsible for the non-delivery of the product.