Returns and refunds
A product isn’t right for you? At Santoro Energie, returns are simple and free. This page supplements Articles 10 and 11 of our terms and conditions of sale.
At a glance
- 14 days to exercise your statutory right of withdrawal (consumers).
- 30-day commercial return period from receipt.
- Free returns: we arrange collection and bear the cost.
- Refund within 14 days of receiving and inspecting the return, for faulty and non-faulty items alike.
14-day right of withdrawal
As a consumer, you may withdraw from the contract within 14 days of the day on which you, or a third party designated by you other than the carrier, take physical possession of the product, without giving any reason. If your order includes several products delivered separately, the period runs from receipt of the last product.
30-day commercial return period
Beyond the statutory period, Santoro Energie accepts returns for 30 days from receipt of the products, on the same conditions and with the same free collection. This commercial period is in addition to your statutory rights and does not limit them.
Return conditions
- The product has not been installed or used.
- It is returned in its original packaging, with all accessories, manuals and documents.
- It is carefully packed for transport.
You may handle the product as you would in a shop to establish its nature, characteristics and functioning. You may be liable for any diminished value resulting from other handling; a product that has been connected or installed may therefore be subject to a deduction proportionate to its loss in value.
How to return a product
- Tell us about your decision by e-mail to contact@santoro-energie.com or through the contact form, stating your order number and the products concerned. You may use the model form below, but this is not compulsory.
- We acknowledge receipt by e-mail and arrange the collection with you.
- You keep the product available, packed, within 14 days of your request. Items delivered on a pallet are collected by appointment.
- On receipt, we inspect the product and then process the refund.
Refund
We refund the price of the returned products, as well as the initial delivery charges in the case of withdrawal, within 14 days of receiving and inspecting the return. The refund is made using the same means of payment as used for the order, unless otherwise agreed, and at no cost to you. In the case of withdrawal, we always comply with the statutory time limits set out in Article 10 of our Terms.
Faulty or damaged product
If a product is faulty, not as described or damaged on delivery, write to us at contact@santoro-energie.com with your order number, a description of the problem and photos. We arrange free collection and, depending on the case and in accordance with the law, repair, replacement or refund, within 14 days of receiving and inspecting the return. See also our Warranty and support page.
Exceptions
In accordance with Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal does not apply, among others, to goods made to your specifications or clearly personalised.
Annex – Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To SANTORO ENERGIE SRL, Rue de Presles 127 (VP), 6280 Gerpinnes, Belgium
E-mail: contact@santoro-energie.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
…………………………………………
Ordered on (*) / received on (*): ……………………
Order number: ……………………
Name of consumer(s): ……………………
Address of consumer(s): ……………………
Signature of consumer(s) (only if this form is notified on paper): ……………………
Date: ……………………
(*) Delete as appropriate.