Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at coffee@santino.com.sg. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at coffee@santino.com.sg.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at coffee@santino.com.sg.

Refund & Returns Policy

Last updated: 2 July 2026

At Santino Coffee Specialists Pte Ltd ("Santino Coffee," "we," "us"), we want you to be satisfied with your purchase. This policy outlines how returns, refunds, and exchanges are handled across our products and services.

1. Coffee Machines & Equipment

Due to the specialized nature, installation requirements, and value of our coffee machines and equipment:

  • Change of mind: We do not offer refunds for change of mind on coffee machines once an order has been confirmed and processing has begun.
  • Defective or faulty equipment: If your machine arrives damaged or with a manufacturing defect, contact us within [7] days of delivery at +65 6448 5030. We will arrange inspection, and where a defect is confirmed, offer repair, replacement, or refund at our discretion, in line with the manufacturer's warranty terms.
  • Custom or special-order machines: Machines ordered in custom colours, finishes, or configurations are non-refundable once the order is placed with the manufacturer, except in cases of defect.
  • Deposits: For machines requiring a deposit (including pre-order or limited-availability items such as the E1 Prima Privilege programme), deposits are non-refundable once the order has been submitted to the manufacturer, except where Santino Coffee is unable to fulfil the order.

2. Coffee Beans & Consumables

  • Due to the perishable nature of coffee beans, we do not accept returns once beans have left our facility, unless the product is faulty, damaged in transit, or incorrect from what was ordered.
  • Report any issues with bean orders within [3] days of delivery at +65 6448 5030.

3. Wholesale & Subscription Orders

  • Wholesale and subscription orders are governed by the terms agreed in your individual wholesale agreement with Santino Coffee. Please refer to your account manager or your signed agreement for cancellation and refund terms specific to your account.

4. Santino Coffee Academy Courses

  • Course fees are refundable in full if cancellation is requested at least [7] days before the scheduled course date.
  • Cancellations within [7] days of the course date are non-refundable but may be transferred to a future session, subject to availability.
  • Santino Coffee reserves the right to reschedule or cancel a course due to insufficient enrollment or unforeseen circumstances, in which case a full refund or transfer will be offered.

5. How to Request a Refund or Return

To request a refund, exchange, or report a defective item, contact us at:

  • Email: info@santino.com.sg
  • Phone: +65 6448 5030
  • Address: 911 Bukit Timah Road, Singapore 589622

Please include your order number, a description of the issue, and photos where applicable (for damaged or defective goods).

6. Shipping Costs

  • Return shipping costs for change-of-mind returns (where accepted) are borne by the customer.
  • For defective or incorrect items, Santino Coffee will cover return shipping costs.

7. Refund Processing

Approved refunds will be processed to the original payment method within [7–14] business days of approval.