Last updated: 20 August 2026
We want every SANTI order to arrive as it should.
This policy explains your rights and our approach to returns, exchanges, damaged or faulty products, magazine purchases and SANTI memberships.
Nothing in this policy affects your statutory consumer rights.
For any return or order enquiry, contact:
hello@santihome.com
1. PHYSICAL PRODUCTS
For eligible physical products purchased online through SANTI, you may change your mind and cancel your purchase within 14 days of receiving your order.
You do not need to give us a reason.
Once you have told us you wish to cancel, you then have a further 14 days to send the product back to us.
To qualify for a full change-of-mind refund, products should be returned with:
- All supplied components and accessories
- Original packaging where reasonably possible
- Any manuals or accompanying materials
- No damage caused by use beyond what would reasonably be necessary to inspect the product
You are permitted to inspect a product in the same way you reasonably could in a physical shop.
If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a reasonable deduction from the refund where permitted by law to reflect any reduction in value.
2. HOW TO START A RETURN
To start a return, email:
hello@santihome.com
Please include:
- Your name
- Order number
- The item you would like to return
- Your reason for contacting us, where relevant
For damaged, faulty or incorrect products, photographs of the product and packaging can help us resolve the issue more quickly.
We will provide the appropriate return instructions.
Please do not send products to an address without first contacting us, as some SANTI products may be fulfilled from different locations.
3. CHANGE-OF-MIND RETURN SHIPPING
Where you are returning an eligible product because you have changed your mind, you will normally be responsible for the cost of returning it to us, provided we informed you of this before purchase as required by law.
We strongly recommend using a tracked or otherwise appropriately insured delivery service.
Until a return reaches us, or you provide appropriate evidence that it has been sent where applicable, you remain responsible for ensuring it is returned safely.
If the product is:
- Faulty
- Damaged
- Incorrect
- Not as described
we will not require you to bear return costs where the law requires us to cover them.
4. REFUNDS
Once an eligible return has been received and assessed, we will process any refund due to the original payment method.
Where you exercise a statutory right to cancel an eligible online purchase, your refund will include:
- The purchase price of the returned product; and
- The cost of our standard delivery option where applicable
If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost beyond the cost of standard delivery.
We aim to process refunds promptly and, where statutory cancellation rights apply, within the timeframe required by law.
Your bank or payment provider may take additional time to display the refund after we have processed it.
DAMAGED, FAULTY OR INCORRECT ORDERS
5. IF SOMETHING ARRIVES DAMAGED
If your SANTI order arrives damaged, please contact us as soon as reasonably possible at:
hello@santihome.com
Where possible, please include:
- Your order number
- Photographs of the damaged item
- Photographs of the outer packaging
- Photographs of any damaged internal packaging
Contacting us quickly can help us investigate the issue with the delivery provider.
However, failing to contact us within a particular number of hours does not remove any statutory rights you may have.
Depending on the circumstances and your legal rights, we may offer:
- A replacement
- A repair
- A refund
- Another appropriate remedy
6. FAULTY PRODUCTS
Products sold by SANTI must meet the standards required by applicable consumer law.
If a product is faulty, not as described or not fit for its intended purpose, please contact us.
Depending on when the fault becomes apparent and the circumstances, you may be entitled to remedies including:
- A full or partial refund
- Repair
- Replacement
UK consumers may have a short-term right to reject faulty goods within the applicable statutory period, and further repair, replacement or refund rights may apply after that period.
Nothing in this policy limits those rights.
7. INCORRECT ITEMS
If we send you the wrong product, please contact:
hello@santihome.com
We will arrange an appropriate solution at no additional cost to you.
Please do not return an incorrect item independently before receiving instructions from us.
EXCHANGES
8. EXCHANGING A PRODUCT
Where possible, we are happy to help arrange an exchange for an eligible physical product.
Exchanges are subject to availability.
If your preferred replacement is unavailable, we may offer:
- An alternative product
- A refund
- Another solution agreed with you
For change-of-mind exchanges, you may be responsible for applicable return and re-delivery costs where permitted by law.
If the exchange is required because we supplied a faulty, damaged or incorrect product, appropriate costs will be covered by SANTI where required.
SANTI MAGAZINE
9. INDIVIDUAL MAGAZINE PURCHASES
Individual purchases of newspapers, magazines and periodicals are treated differently from most other online goods under UK cancellation rules.
Accordingly, one-off purchases of individual SANTI magazine issues are generally not returnable simply because you have changed your mind once the order has been supplied, except where we choose to offer additional return rights.
This does not affect your rights if an issue arrives:
- Damaged
- Faulty
- Incorrect
- Materially not as described
If your magazine arrives damaged, please email hello@santihome.com with your order number and photographs so that we can resolve it.
10. MAGAZINE PRE-ORDERS
If you pre-order a SANTI issue that has not yet entered dispatch or fulfilment, please contact us as soon as possible if you wish to cancel.
Where you have a statutory or contractual right to cancel, we will honour it.
Once an individual magazine has been supplied, the rules described in Section 9 apply.
PRINT MEMBERSHIP
11. PRINT MEMBERSHIP CANCELLATION
Print Membership is different from purchasing a single magazine.
Where a print subscription qualifies for statutory cooling-off rights, you may have the right to cancel during the applicable cooling-off period.
For a subscription involving the regular supply of physical goods, that period will generally end 14 days after the day you receive the first supply of goods.
To cancel during an applicable statutory cooling-off period, contact:
hello@santihome.com
Any refund due will be handled in accordance with applicable consumer law.
12. CANCELLING FUTURE PRINT RENEWALS
Outside any statutory cooling-off period, you can cancel your recurring Print Membership so that it does not renew again.
Cancellation ordinarily means:
- Your existing paid membership continues until the end of the current paid period
- Future automatic renewal is stopped
- No further renewal payment is collected
This does not automatically entitle you to a refund of a membership period that has already been substantially supplied, except where required by law or expressly agreed by SANTI.
Any additional cancellation rights required under applicable subscription law will also apply.
DIGITAL MEMBERSHIP
13. DIGITAL CONTENT AND IMMEDIATE ACCESS
Digital Membership may provide immediate access to digital SANTI issues, archives and member-only editorial content.
UK cancellation law contains specific rules where digital content is supplied immediately.
Where required, before immediate digital access begins we may ask you to:
- Expressly request that digital content is supplied immediately; and
- Acknowledge that beginning immediate supply may result in the loss of your statutory 14-day cancellation right.
Where those legal requirements have been properly satisfied and digital content has begun to be supplied, your statutory change-of-mind cancellation right may no longer apply to that digital content.
If the required consent and acknowledgement have not been properly obtained, your statutory rights will remain unaffected.
14. CANCELLING DIGITAL MEMBERSHIP
You may cancel a recurring Digital Membership at any time using the cancellation method available through SANTI or by contacting:
hello@santihome.com
Unless a statutory refund right applies, cancelling normally:
- Stops your next renewal
- Allows access to continue until the end of the period already paid for
- Does not create a refund for a membership period already supplied
If digital content or membership services are faulty or materially different from what was promised, your statutory consumer rights remain unaffected.
COLLECTOR MEMBERSHIP
15. COLLECTOR MEMBERSHIP
Collector Membership may combine:
- Physical publications
- Digital content
- Membership services
- Limited or exclusive benefits
Because it contains different types of products and services, cancellation and refund rights may depend on which elements have already been supplied.
Any applicable statutory cooling-off rights will be respected.
You may also cancel future automatic renewal of your Collector Membership through the available cancellation method or by contacting:
hello@santihome.com
We will explain any applicable refund or return arrangements based on the circumstances of the cancellation.
ITEMS THAT CANNOT USUALLY BE RETURNED FOR A CHANGE OF MIND
16. EXCLUSIONS
Certain products may be excluded from statutory change-of-mind cancellation rights where permitted by law.
These may include:
- Individual newspapers, magazines or periodicals
- Products made to your specifications or clearly personalised
- Sealed products that cannot be returned for health or hygiene reasons once unsealed, where applicable
- Digital content once immediate supply has begun following the legally required consent and acknowledgement
These exclusions apply only where permitted by law.
They do not remove your rights where something is faulty, damaged, incorrect or not as described.
Sale or discounted products do not lose statutory consumer rights simply because they were discounted.
ORDER CANCELLATIONS
17. CANCELLING BEFORE DISPATCH
If you wish to cancel a physical order before it has been dispatched, contact:
hello@santihome.com
We will attempt to stop the order before dispatch.
If the order has already entered fulfilment or has been dispatched, we may be unable to stop the parcel, but this does not remove any return or cancellation rights that otherwise apply once you receive it.
There is no arbitrary 24-hour cancellation limit where statutory cancellation rights apply.
INTERNATIONAL CUSTOMERS
18. ORDERS OUTSIDE THE UNITED KINGDOM
This policy is primarily written in accordance with UK consumer law.
Customers located outside the UK may have additional mandatory consumer rights under the laws applicable in their country.
Nothing in this policy is intended to remove rights that cannot legally be excluded.
For international returns, please contact us before sending anything back so we can provide appropriate instructions.
CONTACT
19. NEED HELP?
For returns, exchanges, cancellations, damaged products or membership questions, contact:
SANTI
Email: hello@santihome.com
Website: santihome.com
United Kingdom
Please include your order or membership details where relevant so we can assist you as efficiently as possible.