Refund and Returns Policy
Product Returns and Refunds
Please note that to be eligible for a refund in the event of product returns, we need you to reach out to us within 30 calendar days from receiving your order.
Kindly provide us with your order number and the reason for your return. We will have our customer support team review the request and will provide further instructions via email correspondence supposing the return request has been approved.
Return items must be in original packaging, including any accessories, manuals and documentation.
Note that returned items must be unused, in the same condition that it was sent to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic foiling will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right to not provide a refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include incorrect products purchased and damaged products through customer mishandling.
Returns made without receipt may be refused. Santé Pure Barley International reserves the right to deny any return.
What if the item(s) I received is/are defective/damaged?
Please contact our Customer Support Team to start the return process. Please include the following information:
– Order number
– Proof of Purchase
– Video or photo of the faulty product (if applicable)
– Complete delivery address
– Contact telephone number
In some cases, you may be required to include a video or photo of the defective/damage product for proof in order to refund or replace the product.
How long is the returns process?
Processing may take up to 30 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping, handling fees and electronic transfer fees.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit cards or debit card, refunds will be send to the card-issuing bank within 30 business days of receipt of the returned items. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, please reach out to your bank/credit card company. It may take some time before the refund is posted to your account.
How do I change or cancel my order?
Please contact us as soon as possible if you need to make modifications on your order or if you need to cancel it. Please make sure to provide us with your order number and the modification you would like to make and we will confirm once the modification has been made. Note that any orders that have already been packed or shipped cannot be modified or cancelled.
For all cancelled orders but already paid thru credit/debit card or PayPal, refund excludes handling/electronic transfer fees.