We will be closed during the Christmas season from 20/12/2024 until 01/01/2025. All orders placed during this period will only be processed from 02/01/2025. 

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Return Policy

Right of free withdrawal

Pursuant to Decree-Law no. 24/2014, of 14 February, amended by Law no. 47/2012, of 28 July and Decree-Law no. 78/2018, of 15 October, and of Directive no. 2011/83 / EU of the European Parliament and of the Council, of 25 October, the User has the right to freely terminate the contract within 14 days after receiving the order, without the need to indicate any reason, except in the case of products made to your specifications or clearly customized.

In order to exercise his right of free resolution, the User must communicate to CARLOS SANTOS his decision to terminate the contract by means of an unambiguous statement, preferably sent by email, to the email customercare@santosshoes.com, with your name, address, telephone contact and order number.

Alternatively, the User also has the possibility to complete and submit electronically the model of free resolution form present in his Reserved Area. If you make use of this possibility, an acknowledgment of receipt of the request for termination will be immediately sent to your e-mail address.

For the period of free resolution to be respected, it is sufficient that the exercise of the right of free resolution is proven to be communicated before the end of the resolution period.

Effects and conditions of free resolution

Upon receipt of the order, the User must, within 14 days from the date on which he communicated his decision to terminate the contract, proceed to its

return to the address indicated below, bearing the costs of returning the product. Returns of products whose receipt implies the payment by CARLOS SANTOS of any charges arising therefrom (transport / return costs) will not be accepted.

 

The product must be returned to the following address:

CARLOS SANTOS - Customer Care

Rua Oliveira Figueiredo, n.º 182/202

3700-202 S. João da Madeira

Portugal

Return Rules:

We do not refund with shipping cost when a customer returns without just cause, examples:

  • Returned because client didnt't like it;
  • Refused during delivery;
  • Return without just cause and without comunication;
  • The customer opts for a return due to a mistake at the moment of size, model and/or color choice.

Whenever the right of free withdrawal is validly exercised by the User, he will be fully refunded of the price paid for the product and the respective delivery costs, when borne by the same, within 14 days from the date of receipt of the withdrawal decision, provided that subject to the terms of the following paragraph.

The right of withdrawal and the consequent return of products applies exclusively to products that can be returned under the same conditions in which the User received them, with no refunds for products that show signs of wear, wear, removed and / or cut labels, or that show any damage resulting from manipulation by the User.

After receiving the returned product, CARLOS SANTOS proceeds to check its conformity, checking if it is in the exact conditions in which it was shipped, namely with all the labels and constituent parts / accessories, without showing signs of wear or tear, without any damage arising from manipulation by

User and with the return form duly completed, if you have chosen this possibility.

After the referred verification, there is no circumstance that prevents the acceptance of the return of the product, and if this has been made within the period provided for in these Conditions, the return will be accepted and the refund of the price paid and the respective delivery costs will be processed, when supported by the User, using the same payment method used for the original transaction.

If any of the conditions described above are not met, the return will be refused and communicated to the User by e-mail sent to the e-mail address used to place the order, stating the reasons for the rejection of the return. The User has the option to request the reshipment of the product not accepted for return, assuming the respective re-dispatch expenses (reship costs).

CARLOS SANTOS reserves the right to withhold refunds as long as the product is not received or until the User has provided proof of its return, as well as the right to refuse to refund a product that, having been returned, is not in good condition. that was shipped.

Order cancellation

Within 48 hours of placing the order, and if it has not yet been dispatched, it is possible for the User to cancel the order through the email address customercare@santosshoes.com or his Reserved Area, selecting the order he wants to cancel and then pressing the “Cancel” button. In this situation, the User will be fully refunded the price paid for the product and the respective delivery costs, when borne by the same, within 14 days from the date of receipt of the cancellation notice. As an alternative to cancellation, the User will always be able to return the product according to the conditions and return rules mentioned above.