Refund policy
SantaSoar Return & Refund Policy
Last updated: October 5, 2026. This policy applies to all orders, including orders placed before this date.
1. All Sales Are Final
All sales are final. We do not accept returns, exchanges, or refunds for any reason, including change of mind, accidental orders, gifts that are no longer needed, or products that look different from promotional images or videos. Please read the product description carefully before ordering.
2. Shipping Responsibility: Once Your Order Is With the Carrier
Before any order leaves us, we check with our supplier that it is complete, undamaged, and securely packed. Once your order has been handed to the shipping carrier, it is the carrier's responsibility, not SantaSoar's. From that point on, SantaSoar is not responsible for, and does not offer refunds or replacements for:
- Damage that happens during shipping or handling
- Packages that are lost, stolen, or misdelivered by the carrier
- Packages marked as delivered that you cannot find
- Shipping delays of any kind, including carrier, customs, weather, or holiday delays
We will always share your tracking information and can help you contact the carrier, but any claim for a package damaged, lost, or delayed in transit must be made with the carrier.
3. What Shipping Protection Means
Shipping Protection is an optional add-on offered at checkout. It is a pre-shipment service: when you add it, we double-check your order with our supplier, confirm it is complete and undamaged, make sure it is securely packed, and coordinate the secure hand-off with the courier.
Other than that, Shipping Protection does not cover anything. It does not cover loss, theft, damage, or delays after your order has been handed to the courier, and it does not make an order eligible for a refund, replacement, or return. All sales remain final.
4. Order Cancellations
All items are pre-orders. Orders may be cancelled free of charge within 24 hours of purchase, before production begins. After 24 hours, the order has entered production and cannot be cancelled.
If we are unable to ship to your address, we will contact you and issue a full refund.
5. Product Appearance and Marketing Content
Each piece is produced individually as a pre-order and may differ slightly from images and videos in colour, finish, proportions, and the brightness or warmth of any light effect. Our marketing content may be digitally enhanced or AI-generated to illustrate design and mood. The product description on each listing page is the definitive description of what you will receive. These differences are not grounds for a return or refund.
6. Chargebacks
If you have a problem with your order, please contact us first at stepnestofficial@gmail.com or through our 24/7 live chat. If a chargeback is filed, we will respond to the payment provider with our store policies, order records, and shipment tracking. This does not limit any right you hold with your bank or card issuer.
7. Your Legal Rights
Nothing in this policy removes any right you have under the mandatory consumer protection laws of your country that cannot be excluded by agreement. Where such a law applies, this policy applies only to the extent the law allows.
8. Contact Us
SantaSoar
Email: stepnestofficial@gmail.com
Live chat: available 24/7 on our website
We aim to respond to all messages within 48 hours.