Terms & Conditions

Last updated: October 13, 2026

Welcome to Santuals. These Terms and Conditions govern your access to and use of the Santuals website, including browsing our products, placing orders, and interacting with our online services.

Santuals is a Canadian-based tea brand focused on thoughtfully selected teas and everyday self-care rituals. Throughout these Terms, “Santuals,” “we,” “us,” and “our” refer to the business operating the Santuals website.

By accessing our website or placing an order, you agree to these Terms and Conditions, subject to any rights that cannot lawfully be excluded or limited. Please read them carefully before making a purchase.

If you do not agree with these Terms, please do not use our website.

1. Eligibility and use of our website

You may use our website only in compliance with these Terms and applicable laws.

By using our website or placing an order, you confirm that you are legally capable of entering into a binding contract under the laws applicable to you. If you are purchasing on behalf of a business or another organisation, you confirm that you have authority to do so.

You agree not to:

• Use our website for unlawful, fraudulent, or misleading purposes.

• Attempt to gain unauthorised access to our systems, accounts, or data.

• Interfere with website security, functionality, or availability.

• Introduce malicious code, harmful software, or other disruptive material.

• Use automated tools to extract website content or product information in violation of applicable law or our reasonable access restrictions.

• Misrepresent your identity, payment information, or delivery details.

We may restrict or suspend access where reasonably necessary to protect our website, customers, or business, subject to applicable law.

2. Product information and availability

We aim to present our teas accurately, including their names, ingredients, descriptions, flavours, sizes, prices, and packaging.

Product photographs and colours may appear differently depending on your device, screen settings, lighting, and photography conditions. Images are intended to represent our products as accurately as reasonably possible.

Tea is a natural product, and minor variations in appearance, aroma, or colour may occur between batches. Such variations do not change the product’s stated identity or specifications.

All products are subject to availability. We may add, discontinue, update, or limit products from time to time.

If a product becomes unavailable after you place an order, we will contact you and arrange an appropriate resolution, which may include a refund where applicable.

3. Product descriptions and responsible use

Our website provides information intended to help you understand and enjoy our teas. Product descriptions, brewing suggestions, and lifestyle content are provided for general informational purposes.

Unless expressly stated and substantiated for a particular product, our teas are not represented as medicines or treatments for medical conditions. Our content is not a substitute for professional medical advice.

Please review the ingredient list, allergen information, caffeine information, and preparation instructions provided for each product before use.

If you are pregnant, nursing, taking medication, have an allergy, or have a medical concern relating to an ingredient, consult a qualified healthcare professional where appropriate.

Follow the storage and preparation instructions supplied with the product. Do not consume products that appear damaged, contaminated, or otherwise unsuitable for consumption.

4. Prices, currency, and taxes

Product prices and available currencies will be displayed on the website or at checkout.

Unless expressly stated otherwise, prices do not include shipping charges, import duties, customs brokerage fees, or other charges that may apply to an order. Applicable taxes and shipping fees will be presented at checkout where required and supported by our checkout system.

For international orders, your payment provider or financial institution may apply currency conversion rates, foreign transaction fees, or other charges. These are determined by the relevant provider and may differ from the exchange rate shown on our website.

We may change prices, product offerings, or promotions from time to time. Changes will not affect an order already accepted unless otherwise permitted by law or agreed with you.

We make reasonable efforts to ensure pricing accuracy. If a material pricing error affects an order, we will contact you to explain the issue and discuss the available options before proceeding where required by law. We will not use a pricing error to avoid obligations that applicable consumer protection law imposes on us.

5. Orders and order acceptance

When you submit an order, you are making an offer to purchase the selected products under these Terms.

An order confirmation email acknowledges receipt of your order but does not necessarily mean that the order has been accepted for fulfilment.

We reserve the right to decline or cancel an order where reasonably necessary, including in circumstances involving:

• Product unavailability.

• An incorrect or materially misleading product or pricing listing.

• Suspected fraud, unauthorised payment, or payment failure.

• An incomplete or undeliverable shipping address.

• A destination where shipment is unavailable or prohibited.

• A legal or regulatory restriction affecting fulfilment.

If we cancel an order after payment has been collected, we will arrange a refund for the amount due for the cancelled order, subject to applicable law and the payment provider’s processing procedures.

We will not cancel an order arbitrarily or use this section to avoid a contract that has already become binding under applicable law.

Please review your cart, shipping address, contact details, and order total carefully before submitting your purchase.

6. Payment and transaction security

Payment must be completed using an available payment method offered at checkout.

We may rely on third-party payment service providers to process transactions. Your use of a third-party payment method may also be subject to that provider’s terms and privacy practices.

Santuals does not request that you send full payment card details or account passwords by email.

Orders may be held or declined if payment cannot be authorised or if additional verification is reasonably necessary to prevent fraud or comply with legal obligations.

You are responsible for ensuring that the payment method you use is authorised for the transaction.

7. Shipping and delivery

We ship from Canada to destinations where delivery is available and the shipment is permitted.

Shipping fees, available delivery methods, and estimated delivery times are presented at checkout or described in our Shipping Policy.

Delivery estimates are not guaranteed unless we expressly provide a guaranteed delivery commitment. Delays may occur due to carrier operations, weather, customs processing, public holidays, or other circumstances beyond our reasonable control.

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges. Responsibility for these charges will be explained in our Shipping Policy and at checkout where applicable.

You are responsible for providing a complete and accurate shipping address and for checking any destination-specific import restrictions relevant to your order.

Nothing in this section excludes any delivery obligations or remedies that apply under mandatory consumer protection law.

Please refer to our Shipping Policy for further information about processing times, tracking, delivery issues, and international shipments.

8. Returns, refunds, and exchanges

We want you to have a positive experience with Santuals.

Returns, refunds, and exchanges are handled according to our separate Returns & Refunds Policy, which should be reviewed before placing an order.

Because tea is a consumable food product, opened or unsealed products may be subject to restrictions on voluntary returns for hygiene, food safety, or product-quality reasons, where permitted by applicable law.

If an order arrives damaged, contains an incorrect item, or has another product-related issue, please contact us at info@santuals.com with your order number and relevant details.

Nothing in these Terms or our Returns & Refunds Policy limits a consumer’s mandatory statutory rights, including any applicable rights concerning defective, unsafe, misdescribed, or undelivered goods.

9. Promotions, discounts, and gift cards

From time to time, we may offer promotions, discount codes, bundles, or other special offers.

Unless otherwise stated, promotional offers:

• Are subject to the specific terms displayed with the offer.

• May be limited by date, product, order value, or customer eligibility.

• Cannot be applied retroactively to completed purchases.

• Cannot be combined with other offers unless expressly permitted.

We may correct errors or withdraw an offer where reasonably necessary and legally permitted. We will honour obligations arising from offers or purchases that are already binding under applicable law.

If we offer gift cards or store credit, their purchase, use, expiry, and redemption will be governed by the terms disclosed when they are issued and by applicable law.

10. Intellectual property

All content on the Santuals website, including our brand name, logos, product descriptions, photographs, graphics, designs, page layouts, and other original materials, is owned by Santuals or used under appropriate permission or licence.

This content is protected by applicable intellectual property laws.

You may browse the website and use its content for personal, non-commercial purposes. You may not reproduce, distribute, modify, publish, commercially exploit, or create derivative works from our content without prior written permission, except where permitted by law.

Nothing in these Terms transfers ownership of Santuals intellectual property to you.

If you believe material on our website infringes your intellectual property rights, please contact us at info@santuals.com with details of the material and your concern.

11. Customer feedback and submissions

If you submit a review, suggestion, photograph, testimonial, or other content to Santuals, you confirm that you have the necessary rights and permissions to submit it.

You retain ownership of content you create. By submitting content, you grant Santuals a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, and distribute that content for purposes connected with our business, including displaying genuine customer reviews or authorised user-generated content.

Where required by law, we will obtain any additional permission or provide any disclosure necessary before using your content in advertising or promotional materials.

We may decline to publish or remove content that is unlawful, misleading, abusive, unrelated, or otherwise inappropriate. We will not represent a review as genuine customer feedback if it is not authentic.

12. Third-party services and links

Our website may contain links to third-party websites, social media platforms, payment providers, or other services.

These services are operated independently and may be governed by their own terms and privacy policies.

Santuals is not responsible for third-party content, availability, security, or practices that we do not control. A link to a third-party service does not necessarily mean that Santuals endorses it.

Your use of third-party services is subject to the terms and conditions applicable to those services.

13. Privacy and personal information

Your use of our website is also subject to our Privacy Policy, which explains how we collect, use, disclose, retain, and protect personal information.

We encourage you to review that policy before placing an order or providing personal information.

Where consent is required by applicable law, we will seek consent through appropriate mechanisms. These Terms do not replace any separate consent that may be required for marketing communications, cookies, or other data processing activities.

14. Website availability and changes

We aim to keep our website accurate, secure, and available. However, uninterrupted access cannot be guaranteed.

We may update, maintain, suspend, or discontinue website features from time to time for operational, security, legal, or business reasons.

We will take reasonable steps to address material issues when appropriate. This section does not exclude any legal obligations relating to the availability or performance of services.

15. Warranties and limitation of liability

To the fullest extent permitted by applicable law, Santuals excludes implied warranties and conditions only to the extent that such exclusions are legally permitted.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence where exclusion is prohibited, death or personal injury where exclusion is prohibited, or any other liability that cannot lawfully be excluded or limited.

To the extent permitted by law, Santuals will not be liable for indirect or consequential losses arising from the use of our website or products where such losses are not recoverable under applicable law.

Where liability can lawfully be limited, any limitation will apply only to the extent permitted by the applicable law and will not remove mandatory consumer remedies.

We do not guarantee that our website will always be error-free, uninterrupted, or compatible with every device or browser.

16. Indemnification

To the extent permitted by applicable law, you agree to be responsible for losses or claims directly resulting from your unlawful use of our website, your material breach of these Terms, or your infringement of another person’s rights.

This provision does not require you to indemnify Santuals for losses caused by our own unlawful conduct, breach of legal obligations, or other circumstances for which such an obligation would be unenforceable.

17. Governing law and disputes

These Terms are governed by the laws applicable to the operation of Santuals’ business in [insert province or territory], Canada, together with applicable federal laws of Canada, without excluding mandatory consumer protection laws that apply to you.

Any dispute will be handled by the courts or other dispute-resolution bodies with appropriate jurisdiction, subject to applicable law.

If you are a consumer residing outside Canada, mandatory consumer protection laws in your place of residence may continue to apply. Nothing in these Terms is intended to remove rights that cannot legally be waived through a contractual choice of law or jurisdiction.

We encourage you to contact us first so that we can try to resolve concerns fairly and efficiently.

18. Changes to these Terms

We may update these Terms from time to time to reflect changes to our business, products, website, or legal obligations.

When we make changes, we will update the “Last updated” date at the top of this page. Where required by law, we will provide notice or obtain consent before applying material changes.

The version applicable to a particular order will be determined in accordance with the contract formed for that order and applicable law.

We encourage you to review these Terms periodically.

19. Severability and entire agreement

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be limited or severed to the extent necessary, and the remaining provisions will continue to apply, subject to applicable law.

These Terms, together with the applicable policies and terms expressly incorporated into them, describe the general terms governing your use of the Santuals website and purchases made through it.

Nothing in this section overrides a specific order agreement or mandatory legal right.

20. Contact information

If you have questions about these Terms, an order, or our website, please contact us.

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

For questions about personal information, please refer to our Privacy Policy. For delivery questions, please refer to our Shipping Policy.

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