Last updated: September 7, 2026
At Santosurf, we want you to feel confident with every purchase. We understand that shopping for jewelry and accessories online involves some consideration — sizing, styling, and fit can be difficult to judge from photographs alone. If something isn't quite right, we're here to help.
You may request a return within 30 days of receiving your order, provided the items meet the conditions outlined below. Please review this policy before sending anything back, as it explains how to start a return and what to expect during the refund process.
30-Day Return Window
We accept return requests within 30 days of the date your order is delivered. To qualify, please contact us within this period and receive return instructions from our support team before shipping any items back.
Returns sent without prior approval may not be accepted. We recommend getting in touch as soon as you decide to return something, to allow enough time to arrange the return within the permitted period.
Return Conditions
To qualify for a return, items must meet the following requirements:
- Original Condition — Items must be unworn, unused, and undamaged, with all original tags and packaging included.
- Cleanliness — Items must be free from perfume, makeup, stains, or other signs of use.
- Proof of Purchase — Please provide your order number so we can locate and verify your purchase.
- Non-Returnable Items — Items that have been worn, damaged through use, or marked as final sale are not eligible for return. Personalized or custom-made pieces and gift cards are also non-returnable.
Please inspect your order upon delivery and contact us promptly if you receive an incorrect, defective, or damaged item.
How to Return an Item
Step 1: Contact Our Support Team
Email [email protected] within 30 days of receiving your order. Include your order number, the item you wish to return, and the reason for your return. If an item arrives damaged or defective, please include clear photographs of the issue.
Step 2: Wait for Return Instructions
Our team will review your request and confirm whether it meets the return requirements. If approved, we will provide a prepaid return label and the return address. Please do not ship items back until you have received these instructions.
Step 3: Prepare and Ship Your Return
Pack the items carefully to prevent damage in transit. Use the prepaid label provided and drop off at any authorized carrier location. We recommend retaining your tracking number until the return has been completed.
Ship to our Returns Center:
Santosurf Returns Center 401 Independence Road Florence, NJ 08518 United States
Step 4: Inspection and Refund
Once we receive your return, our team will inspect the items and confirm whether they meet the return conditions. We will notify you of the outcome and process any approved refund promptly.
Return Shipping Costs
Santosurf covers return shipping for all eligible returns — a prepaid return label will be provided upon approval at no cost to you.
Original shipping fees are non-refundable unless the return is the result of an error on our part or applicable law requires otherwise.
Refunds and Processing Time
Approved refunds will be issued to the original payment method used for the purchase. Please allow 5–10 business days after refund approval for the funds to appear in your account. The exact timing may vary depending on your payment provider or bank.
If your refund has not appeared after this period, please check with your bank first. You are also welcome to contact us at [email protected] for assistance.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order. If you have questions about product availability before doing so, please get in touch and we'll do our best to help.
Incorrect, Damaged, or Defective Items
Please inspect your order when it arrives. If you receive the wrong item or notice a defect or damage, email [email protected] within 7 days of delivery with your order number, a description of the issue, and photographs where possible. We will work with you to resolve verified issues in accordance with this policy.
Cancellations
If you wish to cancel an order, please contact us as soon as possible. We will do our best to assist if the order has not yet been dispatched. Once an order has shipped, cancellation is generally not possible, but you may request a return after delivery in accordance with this policy.
Contact Us
If you have questions about returns, exchanges, or refunds, our support team is here to help.
- Email: [email protected]
- Phone: +86 12135550271
- Return Address: Santosurf Returns Center, 401 Independence Road, Florence, NJ 08518, United States
When contacting us about a return, please include your order number so we can assist you more efficiently.
Thank you for shopping with Santosurf. We appreciate your understanding and look forward to making your experience as smooth as possible.