Refund policy

Return and Refund Policy

Last updated: August 18, 2026

At Santas Warehouse, we aim to provide high-quality Christmas gifts, seasonal decorations, electrical and non-electrical products and, where offered, self-care, wellness and personal-care products that our customers can enjoy safely and responsibly.

If you are not satisfied with your purchase, you may exercise your statutory right of withdrawal or submit a return request under the conditions set out below.

Nothing in this policy limits any mandatory consumer right or remedy available under the laws that apply to you. Where applicable law gives you a longer withdrawal period or stronger rights than this policy, those legal rights will apply.

1. Statutory Right of Withdrawal

You have the right to withdraw from your purchase without giving any reason within 14 days after the day on which you receive your order.

If an order contains multiple products that are delivered separately, the withdrawal period begins on the day after you receive the final product from that order.

After notifying us within the withdrawal period that you wish to withdraw from the purchase, you have a further 14 days to return the product.

You can exercise your right of withdrawal by sending a clear statement to:

info@santas-warehouse.com

Always include:

your full name;
your order number;
the email address used to place the order; and
the products you wish to return.

You may also use the model withdrawal form, but you are not required to do so.

Merely refusing delivery or failing to collect a parcel does not automatically constitute a valid exercise of the right of withdrawal. You must therefore always contact us in writing.

2. International Shipping

Santas Warehouse sells products to customers in various countries. Orders may be processed and shipped directly from an international fulfilment or distribution warehouse.

As a result, the packaging, carrier, tracking information and shipping route may differ between orders.

The international origin of a shipment does not affect the statutory rights that the customer has against Santas Warehouse.

3. Import Duties, VAT and Customs Charges

For deliveries to certain countries, local authorities may charge import duties, VAT, customs-clearance fees or other customs charges.

Unless these charges are expressly stated to be included at checkout, local authorities may charge them directly to the recipient.

These charges are determined by the authorities in the destination country and are outside the direct control of Santas Warehouse.

The customer is responsible for checking the import rules that apply in the destination country.

Import duties and taxes charged by local authorities generally cannot be refunded by Santas Warehouse. Any request for reimbursement must be submitted to the authority that collected the charge.

4. Inspecting and Assessing Products

During the withdrawal period, you may inspect and assess a product only to the extent necessary to establish its nature, characteristics and functioning. You may do so in the same way as you would in a physical shop.

The product must not be used more intensively or for longer than is necessary to assess it.

For Christmas gifts, seasonal decorations, electrical and non-electrical products and, where applicable, self-care, wellness and personal-care products, this means, among other things, that the product must:

be handled carefully;
not have been used for a prolonged period or intensively;
not be soiled or damaged;
not show clear signs of use or contain bodily residue, moisture, odours or cosmetic residue; and
remain complete with all accessories, manuals, protective materials and supplied components.

If a product has been handled or used beyond what was necessary to assess it, Santas Warehouse may deduct the resulting loss in value from the amount to be refunded, to the extent permitted by applicable law.

5. Return Conditions

To help us process a return properly and promptly, we ask you to:

return the product complete;
include all supplied accessories, cables, components and manuals;
package the product carefully and securely;
use the original product packaging where reasonably possible;
not attach return labels, adhesive tape or writing directly to the original product packaging; and
follow the return instructions provided by Santas Warehouse.

The absence of the original packaging does not automatically result in the loss of the right of withdrawal. However, a deduction for loss in value may be made if the product is damaged or becomes less saleable due to inadequate packaging.

6. Hygiene and Personal-Care Products

Due to their nature, some products sold by Santas Warehouse can only be resold hygienically and safely if their hygiene seal remains intact.

The right of withdrawal may be excluded for sealed products that are not suitable for return for health-protection or hygiene reasons if the seal has been broken after delivery.

Depending on the product and its packaging, this may include:

products that come into direct contact with the skin, face, mouth, hair or other parts of the body;
personal-care products;
applicators, attachments, brushes or pads intended for personal use;
products with a hygiene film or seal;
creams, gels, serums, oils, masks or other personal-care substances whose seal has been opened; and
other products that cannot be safely resold after opening for health or hygiene reasons.

This exception applies only where the product was actually sealed upon delivery and it is clear that the seal was applied for health-protection or hygiene reasons.

If a product is excluded without a valid hygiene reason, or if the seal is still intact, the statutory right of withdrawal remains applicable.

7. Products That May Be Excluded From Return

The right of withdrawal does not apply, among other things, to:

products made to the customer's specifications;
personalised products or products specially adapted for the customer;
sealed hygiene or health-protection products whose seal has been broken after delivery;
products that, by their nature, have become inseparably mixed with other goods after delivery; and
perishable products or products with a very limited shelf life, where applicable.

These exclusions from the right of withdrawal do not remove or limit the customer's separate statutory rights and remedies where a product is defective, damaged or incorrectly supplied.

8. Products That May Not Qualify for a Full Refund

Santas Warehouse may apply a reasonable deduction for loss in value where:

the product was used beyond what was necessary to assess it;
the product was returned damaged, soiled or incomplete;
accessories, components, manuals or protective materials are missing;
the product was damaged due to inadequate return packaging;
the product shows clear signs of use or contains bodily residue, liquid, cosmetics, hair, odours or other contamination;
the original product packaging was unnecessarily damaged; or
serial numbers, product labels or identification markings were removed or damaged.

Santas Warehouse will assess any loss in value on a case-by-case basis. A product will not automatically be rejected in full where a reasonable loss in value can be established.

9. Misuse and Normal Wear and Tear

Damage caused by incorrect, unsafe or improper use does not constitute a product defect or lack of conformity to the extent the damage was caused by that use. Santas Warehouse may apply a lawful deduction for the resulting loss in value or decline a defect-based remedy where the customer caused the problem. Misuse does not, by itself, extinguish a statutory right of withdrawal that otherwise applies.

This includes, but is not limited to, damage caused by:

failure to follow the instructions for use;
using the product for a purpose for which it was not designed;
using unsuitable adapters, chargers, liquids or accessories;
dropping, impact, overloading or exposure to moisture;
insufficient cleaning or maintenance;
repairs or modifications carried out by the customer or an unauthorised third party;
normal wear and tear resulting from use; or
continuing to use a product while it showed visible damage or defects.

This provision does not limit the customer's statutory rights where the product was already defective or non-conforming at the time of delivery.

10. Bundles, Promotions and Free Products

If a product formed part of a bundle offer, volume discount, “buy more, save more” promotion or an offer that included a free product, the discount to which the customer remains entitled will be recalculated in the event of a partial return.

If the return means that the conditions of the original offer are no longer met, Santas Warehouse may, to the extent permitted by applicable law:

recalculate the discount;
deduct the difference from the refund;
require a free product to be returned as well; or
deduct the normal retail value of a gift that is not returned from the refund.

Any such adjustment will be explained before the final refund is issued.

11. Return Shipping Costs

For a return based on a change of mind or the statutory right of withdrawal, the direct return shipping costs are payable by the customer.

The amount of the return shipping costs depends on, among other things:

the country from which the parcel is returned;
the parcel's size and weight;
the selected carrier; and
the selected shipping method.

We recommend sending the return with track-and-trace and, for valuable orders, appropriate shipping insurance.

Subject to any mandatory rule of applicable law, the customer is responsible for properly dispatching and safeguarding the return shipment until Santas Warehouse or the designated return location has received it.

Keep the shipping receipt and tracking information until the return has been fully processed.

12. Return Address in the Netherlands

Returns may only be sent to the official return address of Santas Warehouse:

Santas Warehouse
[INSERT STREET AND HOUSE NUMBER]
[INSERT POSTCODE AND CITY]
The Netherlands

Do not send a return without prior registration to the sender address shown on the original shipping label. That address may only be an international fulfilment, sorting or distribution address and may not be equipped to receive or process returns.

Returns sent to a different address may not be capable of being received or processed.

13. Return Procedure

A return should be registered by email in advance so that it can be directed to the correct return location and processed efficiently. This administrative step does not invalidate a clear and timely exercise of a statutory right of withdrawal.

Step 1: Register the Return

Email info@santas-warehouse.com and include:

your order number;
your full name;
the products you wish to return; and
the date on which you received the order.

Step 2: Receive Return Instructions

We will send you the return instructions and, where applicable, additional information about how to package the product correctly.

Step 3: Return the Product

Send the product back no later than 14 days after notifying us of your withdrawal. Keep the shipping receipt and tracking code.

Step 4: Inspection and Processing

After receipt, the return will be inspected for completeness, condition, signs of use and compliance with the applicable return conditions.

We will notify you when the return has been processed.

14. Defective, Damaged or Incorrect Product

If you received a defective, damaged or incorrect product, contact us as soon as possible at info@santas-warehouse.com.

Where possible, include:

your order number;
a clear description of the issue;
photographs or a short video showing the issue; and
a photograph of the shipping label and packaging in cases of shipping damage.

Do not continue to use a damaged or potentially unsafe product.

If the product does not conform to the contract or an applicable statutory consumer guarantee, we will provide an appropriate remedy free of charge. Depending on the circumstances and the customer's mandatory legal rights, this may consist of:

additional instructions or support;
supplying a missing component;
repair;
replacement;
a reasonable price reduction; or
a refund where another remedy is unavailable, unsuccessful, not completed within a reasonable time or otherwise not reasonable or where applicable law entitles the customer to choose a refund.

Necessary return shipping costs for a demonstrably defective, damaged or incorrectly supplied product will not be charged to the customer, provided that our reasonable return instructions are followed. This does not affect any mandatory right to reimbursement of such costs.

15. Incorrect or Incomplete Delivery Address

The customer is responsible for entering a correct and complete delivery address when placing an order.

Before completing the order, check, among other things:

the street name and house number;
any unit, apartment or other address addition;
the postcode;
the city or town;
the country; and
the name displayed on the letterbox or at the delivery location.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, reasonable costs for reshipment or return processing may be charged, to the extent permitted by applicable law.

Contact us as soon as possible if the address is incorrect. Once an order has been processed or shipped, we cannot guarantee that the delivery address can still be changed.

16. Uncollected or Refused Parcels

If a parcel is not collected, is refused upon delivery or is returned by the carrier, contact Santas Warehouse.

Refusing or failing to collect a parcel does not release the customer from the obligation to exercise the right of withdrawal clearly and within the applicable time limit.

If the parcel is returned to Santas Warehouse and the customer has validly exercised the right of withdrawal, the direct return shipping costs may be deducted from the refund, provided that this is permitted by law and the customer was informed of those costs in advance.

17. Refunds

If you validly withdraw from the entire order, we will refund the purchase price and the original standard delivery costs.

Any additional costs resulting from your deliberate choice of a more expensive delivery method than our least expensive standard delivery option will not be refunded.

We will issue the amount due no later than 14 days after receiving your notice of withdrawal.

We may withhold the refund until:

we have received the returned products; or
you have provided evidence that you sent the products back,

whichever occurs first.

The refund will be made using the same payment method used for the original order, unless a different payment method has been expressly agreed.

No additional administration fee will be charged for the refund.

18. Partial Returns

If you return only part of your order, the original delivery costs will not be refunded.

For partial returns, discounts, bundle prices and free products may be recalculated as described in Section 10.

19. Cancellation After the Order Has Been Processed

If you wish to cancel an order, contact us as soon as possible at info@santas-warehouse.com.

We will try to cancel the order if it has not yet been processed or shipped, but we cannot guarantee that cancellation will still be possible.

If the order has already been shipped, you may exercise the statutory right of withdrawal after receiving it. We recommend accepting the parcel and then following the return procedure. Refusing a parcel may cause delays and additional return costs.

20. No Medical, Wellness or Performance Guarantee

Unless expressly stated otherwise for a specific product, products sold by Santas Warehouse are intended as Christmas gifts, seasonal decorations or products for personal, household, decorative, entertainment, self-care, wellness or personal-care use. They are not intended to diagnose, treat, cure or prevent any disease or medical condition and are not a substitute for professional advice, diagnosis or treatment.

Individual experiences, appearance, fit, compatibility and results may vary from person to person and from setting to setting. The absence of a desired, expected or advertised personal result does not, by itself, mean that the product is defective, provided that any specific product claim remains accurate and the product otherwise conforms to the contract and applicable law.

This does not limit the statutory right of withdrawal or any statutory right or remedy where a product does not conform to the contract, is unsafe or fails to satisfy an applicable consumer guarantee.

21. Product Safety and Proper Use

All electrical and non-electrical products must be used only for their stated and reasonably foreseeable intended purpose and in accordance with the product page, packaging, labels, warnings, assembly instructions and user manual. Product-specific instructions and warnings take priority over the general guidance in this section.

Before each use, inspect the product and all supplied components. Stop using the product immediately, disconnect it from power where safe to do so, and contact us if you notice damage, missing or loose parts, instability, unusual heat, swelling, leakage, smoke, sparks, unusual noises or odours, exposed wiring or any other sign that the product may be unsafe. Do not continue using a product that is damaged, defective, subject to a safety notice or recall, or suspected to be unsafe.

Electrical Products

Electrical, battery-powered, rechargeable, illuminated or heated products must:

be used only with the voltage, plug type, power supply, batteries, charger, cable and accessories specified for that product;
be kept dry and away from water, excessive moisture, open flames, combustible materials, excessive heat and obstructed ventilation, unless the product is expressly rated for those conditions;
not be overloaded, covered, dismantled, modified or repaired by an unauthorised person;
not be used with damaged cables, plugs, batteries, casings or connections;
be switched off or disconnected when required by the instructions, before cleaning and when not in use, unless expressly designed for continuous or automatic operation;
not be left operating unattended unless the instructions expressly state that unattended operation is safe; and
be kept away from children and pets unless the product is expressly designed for them and is used under any required adult supervision.

The customer must not use an electrical product in a country, environment or installation with which it is not expressly compatible. The customer's responsibility to follow compatibility information does not reduce Santas Warehouse's duty to supply a safe and conforming product.

Non-Electrical Products

Non-electrical products must:

be assembled, mounted, placed, secured, maintained and stored in accordance with the instructions;
be used within any stated age, weight, load, temperature, indoor/outdoor and environmental limitations;
be kept away from open flames, candles, heat sources, water or weather exposure where the product is not expressly intended for those conditions;
not be used for climbing, support, protection, safety-critical purposes or food contact unless expressly designed and sold for that purpose; and
be checked for loose, broken, sharp or small parts and kept away from children and pets where choking, entanglement, ingestion or injury could reasonably occur.

Decorative products are not toys unless they are expressly described and labelled as toys. Packaging and protective materials must be removed and disposed of safely and kept away from children and pets.

22. Responsibility for Misuse and Circumstances Outside Our Control

To the fullest extent permitted by applicable law, Santas Warehouse is not responsible for loss, damage, injury, fire, electrical damage, property damage, incompatibility, an allergic or sensitivity reaction, or other consequences to the extent caused by:

use contrary to the product description, instructions, warnings, labels or intended purpose;
failure to inspect the product or continued use after damage, a defect or a warning sign became visible;
incorrect assembly, installation, mounting, placement, operation, cleaning, maintenance or storage;
use of an incompatible or unsuitable power supply, voltage, plug, adapter, charger, cable, battery, liquid, replacement part or third-party accessory;
unauthorised modification, dismantling or repair;
dropping, impact, excessive force, overloading, blocked ventilation, water, moisture, weather exposure, flame, heat or other external conditions for which the product was not designed;
use by or around children or pets without the required supervision, or use contrary to an age restriction;
normal wear and tear, depletion of consumable components, or natural variations in colour, texture, finish or material that do not constitute a defect;
inaccurate or incomplete information supplied by the customer; or
events or conditions arising after delivery that are outside Santas Warehouse's reasonable control and are not attributable to a defect, lack of conformity or breach by Santas Warehouse.

Nothing in this section transfers to the customer any responsibility that applicable law requires Santas Warehouse to bear, including responsibility for unsafe, defective, incorrectly described or non-conforming products.

23. Limitation of Liability and Mandatory Consumer Rights

Nothing in this policy excludes, restricts or limits:

a statutory right, consumer guarantee or remedy that cannot lawfully be excluded, restricted or limited;
liability for fraud, fraudulent misrepresentation or wilful misconduct;
liability for gross negligence where it cannot lawfully be limited;
liability for death or personal injury caused by negligence where it cannot lawfully be limited;
mandatory liability for a defective or unsafe product; or
any other liability that applicable law does not permit us to exclude or limit.

Subject to the paragraph above and to the fullest extent permitted by applicable law:

Santas Warehouse will not be liable for indirect, incidental, special, exemplary, punitive or consequential loss or damage, or for loss of profit, revenue, business, opportunity, goodwill, anticipated savings or data, arising from or connected with a product, order, return or refund;
Santas Warehouse will not be liable for loss or damage that was not reasonably foreseeable when the purchase contract was made;
Santas Warehouse's total aggregate liability arising from or relating to an affected product or order will not exceed the amount paid for the affected product or, if greater, the minimum amount of liability required by applicable law; and
the customer must take reasonable steps to prevent or reduce avoidable loss, without prejudice to any mandatory legal right.

These limitations apply regardless of the legal basis of a claim, including contract, tort, negligence, strict liability or otherwise, but only to the extent that the relevant limitation is lawful in the customer's jurisdiction. If a jurisdiction does not allow a particular exclusion or limitation, that exclusion or limitation applies only to the maximum extent permitted there. No wording in this policy shortens a statutory limitation period or reverses the applicable burden of proof.

Australian Customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

EU and EEA Customers

EU and EEA consumers retain all mandatory rights relating to withdrawal, conformity, remedies and product safety. Where Santas Warehouse or a carrier arranged by Santas Warehouse sends goods to an EU or EEA consumer, the risk of loss or damage does not pass to the consumer until the consumer, or a third party designated by the consumer other than the carrier, has taken physical possession of the goods, except where the consumer independently commissioned a carrier not offered by Santas Warehouse and applicable law provides otherwise.

If any provision of this policy is found to be invalid or unenforceable, it will be limited or adjusted only to the minimum extent necessary, and the remaining provisions will continue in effect.