Cancellation and Refund Policy

Last updated: October 13, 2026

At Santuals, we want every order to arrive as expected and every tea ritual to begin with confidence. If something isn’t right with your order, we’re here to help.

This Cancellation and Refund Policy explains how order cancellations, returns, refunds, and product-related concerns are handled when you purchase from Santuals through our online store.

Santuals is a Canadian-based tea brand serving customers in Canada and eligible international destinations. This policy is subject to applicable consumer protection laws. Nothing in it limits any rights or remedies that cannot legally be excluded.

1. Order cancellations

We understand that plans can change. If you need to cancel an order, please contact us as soon as possible at info@santuals.com with your order number and a request to cancel.

Before dispatch

You may request cancellation before your order has been dispatched. We will make reasonable efforts to stop the order from being processed or shipped.

If cancellation is approved, we will refund the amount paid for the cancelled order, including applicable amounts that must be refunded under the law.

Please note that submitting a cancellation request does not guarantee that the order can be stopped if fulfilment has already progressed.

After dispatch

Once an order has been dispatched, it generally cannot be cancelled through our fulfilment process.

If you no longer want an order that has been shipped, please contact us to discuss the available options under this policy and any applicable legal rights.

Return shipping costs may apply where permitted by law and will depend on the circumstances of the return.

2. Eligibility for returns

Because our products are consumable teas, we take product quality, hygiene, and food safety seriously.

For voluntary returns, we recommend accepting products only when they are:

Unopened and unused.
In their original, sealed packaging.
In their original condition, with any original labels intact.
Accompanied by proof of purchase or a valid order number.
Returned within 14 days of delivery, subject to approval and applicable law.

Please contact us before sending anything back. Unauthorised returns may be delayed or may not be processed promptly.

Opened or unsealed tea products

For hygiene and food safety reasons, opened or unsealed tea products are generally not eligible for voluntary returns or refunds for a change of mind, where permitted by applicable law.

However, this restriction does not remove your rights if a product is defective, damaged, unsafe, incorrectly supplied, materially different from its description, or otherwise qualifies for a remedy under applicable law.

3. Damaged, defective, or incorrect orders

Your order should arrive in suitable condition and contain the products you purchased.

If your order arrives damaged, contains the wrong product, is missing an item, or has a product-quality issue, please email info@santuals.com as soon as reasonably possible.

To help us assess the issue, please provide:

Your order number.
A description of the problem.
Photographs of the affected product and packaging, where relevant.
Any other information reasonably needed to investigate the issue.

We will review the information and explain the next steps. Depending on the circumstances and applicable law, the available resolution may include a replacement, refund, or another appropriate remedy.

Please do not consume a product that appears contaminated, tampered with, or otherwise unsafe.

We will not require you to accept store credit or a replacement instead of a remedy required by applicable law.

4. Refund eligibility

Refunds may be available in the following circumstances:

An eligible order is cancelled before dispatch.
A return is approved under the voluntary return conditions in this policy.
An item arrives damaged, defective, or materially different from its description.
An incorrect item is supplied or a paid item is missing.
Santuals cannot fulfil an accepted order.
A refund or other remedy is required under applicable consumer protection law.

A change of mind after dispatch does not automatically qualify an order for a refund. Eligibility will depend on the return conditions, product condition, circumstances of the request, and applicable legal requirements.

Where only part of an order is affected, the refund may be limited to the affected item and any related amounts that must be refunded under applicable law.

5. How to request a return or refund

To start a request, email info@santuals.com with the subject line “Return or Refund Request.”

Please include your order number, the item concerned, the reason for your request, and any supporting photographs or documentation where relevant.

Our team will review your request and provide instructions if a return is appropriate. Please wait for those instructions before shipping an item back.

Where a return is approved, we will explain the return method and whether return shipping costs apply.

We reserve the right to request reasonable evidence of a reported issue, but we will not impose unreasonable requirements that prevent you from exercising your legal rights.

6. Return shipping costs

Return shipping costs depend on the reason for the return.

Change of mind: The customer may be responsible for return shipping costs for an approved voluntary return, where permitted by law.
Damaged, defective, or incorrect products: Santuals will provide an appropriate return or resolution process, including covering return costs where required by law or where we determine that the issue resulted from our fulfilment.
Other circumstances: We will explain any applicable costs before you proceed with an approved return.

Please do not send products to an address that has not been confirmed by our team.

7. Refund processing

Once a refund has been approved, we will initiate it using the original payment method where possible.

Please allow 5–10 business days after the refund is processed for the amount to appear in your account. Actual timing depends on your bank, card issuer, payment provider, and payment method.

If the original payment method is no longer available, contact us so we can discuss an appropriate alternative, subject to payment provider requirements and applicable law.

If you have not received an expected refund after the stated processing period, please email info@santuals.com with your order number.

The time required for a refund to appear in your account is separate from the time Santuals needs to review and approve a request.

8. Shipping fees, taxes, and international orders

Original shipping charges are not automatically refundable for voluntary returns, except where required by law or applicable to the circumstances of the return.

If an order is cancelled before dispatch, or if a product issue or other circumstance entitles you to a refund, applicable shipping charges and taxes will be refunded as required by law.

For international orders, customs duties, import taxes, brokerage fees, and currency conversion charges may be imposed by third parties.

Refunds of such charges are not guaranteed and depend on the relevant authority, service provider, and applicable rules. We will explain any known limitations when reviewing your request.

9. Orders returned to sender or refused at delivery

If an order is returned to us because of an incorrect address, an unsuccessful delivery, or refusal to accept the shipment, please contact us to discuss the available options.

Depending on the circumstances, we may offer reshipment or a refund after the package is received and assessed. Additional shipping costs may apply to reshipment where permitted by law.

Any deduction from a refund will be explained and will be made only where permitted by applicable law. We will not use this section to remove a consumer’s mandatory rights.

10. Exchanges

If you receive the wrong product or an item has a quality issue, please contact us before returning it.

Where an exchange is appropriate and available, we will explain the process. Exchanges are subject to product availability and applicable law.

For a different tea or a change of preference, an approved return and a new order may be necessary.

11. Promotional products, bundles, and gifts

Products purchased as part of a bundle or promotion may be subject to specific return conditions disclosed when the offer is made.

Where a partial return affects the eligibility or value of a promotion, we will explain any applicable refund adjustment before processing the return, subject to applicable law.

Gift purchases are subject to the same product-quality protections and applicable legal rights as other purchases. Refunds will generally be issued to the original payment method unless another method is required or permitted.

12. Consumer rights

This policy is intended to explain our standard cancellation and refund practices. It does not replace applicable consumer protection legislation.

Depending on your location and the circumstances of your purchase, you may have additional rights relating to cancellations, defective products, delivery failures, refunds, or other remedies.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

13. Contact us

If you have questions about a cancellation, return, or refund, we are happy to help.

Santuals
Email: info@santuals.com
Business location: Canada

Please include your order number in your message so we can review your request efficiently.

Thank you for choosing Santuals. We appreciate your trust and the opportunity to be part of your everyday tea ritual.