Terms of Service
Two-Year Limited Warranty
Products purchased directly from the official Santlet website are covered by a two-year limited warranty against defects in materials and workmanship.
The warranty period begins on the original date of purchase shown on your order confirmation, invoice, or receipt.
This warranty remains valid if the product is taken or used outside the country where it was originally purchased. However, additional international shipping costs, customs duties, taxes, or import fees may apply depending on the customer’s location.
Purchases from Third-Party Retailers
This warranty policy applies only to products purchased directly from the official Santlet website.
Products purchased through third-party platforms, retailers, distributors, or resellers must be returned to the original seller or platform for warranty service. Their own warranty and return policies will apply.
How to Submit a Warranty Claim
To submit a warranty claim, please contact Santlet Customer Support at santletsupport@163.com.
Please provide the following information:
- Your order number
- Proof of purchase
- A detailed description of the problem
- The product model and serial number, if applicable
- Clear photos or videos showing the defect
- Your full name
- Your complete delivery address
- Your contact telephone number
Our Customer Support team may ask you to complete troubleshooting steps or provide additional photos, videos, or information so that we can verify the issue.
In some cases, the product may need to be returned to Santlet for inspection before the warranty claim can be approved.
Please do not return any product without prior authorization. Unauthorized returns may not be accepted or reimbursed.
Valid Proof of Purchase
Valid proof of purchase may include:
- An order number from a purchase made through the official Santlet website
- A sales invoice issued by Santlet
- A dated receipt showing the product name, purchase date, and price
- Payment confirmation associated with the original order
More than one form of proof may be required to verify the purchase, payment, purchaser identity, or original delivery address.
Warranty Claim Time Limit
After a warranty claim has been opened, the customer must provide all requested information and complete any required troubleshooting or return steps within 30 days.
If the customer does not respond or complete the required steps within 30 days, the warranty claim may be closed. A new claim may be submitted later, provided the product is still within its original two-year warranty period.
Warranty Resolution
If a product is confirmed to have a manufacturing or quality-related defect covered by this warranty, Santlet will provide a replacement product.
The replacement may be the same model or, if the original model is unavailable, a product with substantially equivalent features and value.
Replacement products are covered by a 3-month warranty beginning on the date the replacement is delivered.
A product is no longer eligible for warranty service after a full refund has been issued for that product.
Shipping Costs for Approved Warranty Claims
Santlet will cover reasonable return shipping and replacement shipping costs for approved warranty claims involving confirmed manufacturing or quality-related defects.
Customers must follow the return instructions provided by Santlet and use the authorized shipping method or prepaid shipping label, where provided.
Santlet is not responsible for shipping costs related to unauthorized returns or shipping methods that were not approved in advance.
Situations Where the Customer May Be Responsible for Shipping Costs
The customer may be responsible for return shipping and other related costs in the following situations:
- The product is returned for a reason unrelated to a confirmed manufacturing defect
- The product is inspected and found to be functioning normally
- The return was sent without prior authorization
- The customer used an unapproved shipping method
- The customer accidentally returned the wrong product or included personal items in the package
- The return is not eligible for warranty coverage under this policy
What Is Not Covered by the Warranty?
This limited warranty does not cover:
- Products without sufficient proof of purchase
- Products purchased from third-party platforms, unauthorized retailers, or unauthorized resellers
- Lost or stolen products
- Products outside the applicable warranty period
- Free gifts, promotional items, or complimentary products
- Normal wear and tear
- Cosmetic damage that does not affect normal product operation
- Damage caused by accidents, impacts, falls, crushing, or improper transportation
- Damage caused by misuse, abuse, negligence, or improper operation
- Damage caused by improper installation, assembly, maintenance, or storage
- Damage caused by water, moisture, fire, extreme temperatures, power surges, or other external conditions
- Damage caused by using the product outside its intended purpose
- Damage caused by incompatible accessories, parts, power supplies, or equipment
- Products that have been modified, disassembled, or repaired by an unauthorized third party
- Damage caused by failure to follow the product instructions, warnings, or maintenance requirements
Returns and Transit Responsibility
When Santlet provides a prepaid shipping label for an approved warranty return, Santlet will be responsible for loss or damage occurring during transit when the customer follows the provided packaging and shipping instructions.
When the customer arranges shipping independently or uses an unauthorized shipping method, the customer assumes responsibility for loss or damage during transit.
Customers should securely package all returned products and retain the shipping receipt and tracking information until the warranty claim has been completed.
Personal Items and Data
Please remove all personal items, accessories not included with the original product, and personal data before returning a product.
Santlet is not responsible for:
- Personal items accidentally included in a returned package
- Loss, corruption, or disclosure of data stored on or connected to a returned product
- Accessories or components that were not requested as part of the warranty return
Contact Us
For warranty questions or to submit a warranty claim, please contact:
Santlet Customer Support
Email: santletsupport@163.com