Refund and Returns Policy

At Santerios, we are dedicated to ensuring your satisfaction with every purchase. If you need to return a product, please review our return policy below to facilitate a smooth and efficient process.

General Return Guidelines:
Return Authorization: Before returning any item, you must obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
Return Window: All return requests must be submitted within 30 days of the purchase date.
Condition of Items: Returned items must be in new, unused condition, and in their original packaging. Items that have been installed, used, or altered are not eligible for return.
Non-Returnable Items: Electrical parts, custom-made products, and items marked as non-returnable are not eligible for return.
Core Return Instructions:
We value your business and are committed to making the core return process as straightforward as possible. Please review the following guidelines to ensure a smooth transaction:

Eligibility for Core Return:
Core Matching Requirement: The returned core must be the same part type and application as the purchased remanufactured unit.
Core Condition: The core must be complete, assembled, and free of severe damage, such as cracks, excessive rust, or missing components.
Packaging: Cores must be returned in the original packaging provided with the remanufactured part to prevent damage during transit.
Tracking: To ensure timely tracking and processing of your return, you must make sure to enter the return tracking information into the return system on the Manage Orders Page.
Core Return Timeframe:
Cores must be returned within 30 days of the purchase date to qualify for a full core charge refund. Returns made after this period may be subject to a reduced refund or may not be accepted.
Core Charge Refund Process:
Upon receiving your core, it will be inspected to ensure it meets the return criteria.
If the core passes inspection, a refund for the core charge will be issued to your original payment method within 7–10 business days.
If the core does not meet return criteria, you will not receive credit.
Non-Refundable Situations:
Core must be returned in its original packaging; otherwise, no credit will be issued, regardless of the core’s condition.
Cores that are heavily damaged, disassembled, or missing critical components.
Cores returned after the specified timeframe without prior approval.
Shipping Instructions:
Customers are responsible for the cost of return shipping unless otherwise stated.
Include the original receipt or invoice with your return to ensure proper credit is applied.
Core must be in the original manufacturer’s packaging, or no credit can be given.
For any questions or assistance with the core return process, please contact our customer service team through chat or phone.

New Return Instructions:
We apologize for any issues you may have experienced with your order. We understand that there are times when you may need to return an item. Please follow the instructions below to complete your return:

Return Process:
Obtain RMA Number: Contact our customer service team to request an RMA number. Provide your order number, the part number(s) you wish to return, and the reason for the return.
Prepare the Package: Securely pack the item(s) in the original packaging, including all accessories, manuals, and components. Clearly write the RMA number on the outside of the package.
Ship the Package: Use a reputable shipping carrier with tracking capabilities. Customers are responsible for return shipping costs unless the return is due to our error.
Tracking: To ensure timely tracking and processing of your return, please make sure to enter the return tracking information into the return system on the Manage Orders Page.
Inspection and Refund: Once we receive the returned item(s), we will inspect them to ensure they meet the return criteria. Approved returns will be processed within 7–10 business days, and refunds will be issued to the original payment method.
Exchanges:
At this time, we do not offer direct exchanges. If you need a different item, please initiate a return for the original product and place a new order for the desired item.

Restocking Fee:
We may charge a restocking fee on some orders depending on the reason for return: Returned without (RMA) return authorization number (15%), No longer needed (15%), Shipment Refused (15%), Bought by mistake / Ordered wrong (15%), Found better price (20%). A 20% restocking fee will be applied if the return tracking number is not provided with the RMA or if the item’s packaging is damaged. The item must still be in resellable condition to qualify for a return.

When will I get my RMA number?
Most RMA numbers are issued within 2-4 business days. (On some items it may take longer than 4 days) Your RMA number along with complete return instructions will be e-mailed to you. If you do not receive your RMA number within 5 business days of your request, please contact us as there may be an issue with your return.

What happens if I refuse my order?
If you refuse your order, you must send us a support ticket as soon as possible to inform us that you refused your order. Refunds for refused orders usually take longer than normal. (Sometimes up to 1 to 3 weeks)

What if I returned my part without an RMA number?
If you sent your part back to the return address on the box without an RMA number you received from us, you will not receive credit unless you can provide a valid traceable return tracking number. If you can provide a return tracking number, it can take us weeks to process your return if your return is located. If we cannot locate your return or if you cannot provide a valid return tracking number, credit will not be issued. Do Not Send Returns Back Without a Valid RMA (Return) Number.

My part broke while I was installing it, can I return it?
We cannot accept returns on any part that has been damaged due to incorrect installation.

I want to return my item, but I used some of the hardware. Can I return it?
We cannot accept returns on any part that is missing parts, hardware, or instructions.

I received my repair manual, but I don’t like it. Can I return it?
Manuals cannot be returned if opened under any circumstances. If you opened the shrink wrap, we cannot offer it again.

How much will my refund be?
Refunds will be issued on the part itself minus, shipping and any discounts or restock fees. Outgoing shipping charges are not refundable for any reason. Your total refund amount will be listed on your refund e-mail.

Liability Statement
Santerios LLC, liability for losses or damages, arising out of any cause whatsoever, is limited to full refund of the purchase price, or at our option, repair or replacement of the part(s). Santerios LLC shall not be liable for any consequential or incidental damages. Some states do not allow the exclusion of limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Damaged or Defective Items:
If you receive a damaged or defective item, please contact our customer service team within 7 days of receipt. We will arrange for a replacement or refund and provide instructions for returning the defective item.

Note: This policy is subject to change without prior notice. Please review the policy periodically for any updates.