Part III - Returns & Refund Policy

This Part III is drafted in accordance with Directive 2011/83/EU (including the withdrawal framework and Annex I(B), where applicable), Directive (EU) 2019/771, and the relevant mandatory provisions of Books 6 and 7 of the Dutch Civil Code concerning withdrawal, refunds, delivery, conformity, and consumer remedies.

III.1 Standard withdrawal right for consumer distance sales

As a contractual baseline for consumer distance sales of eligible physical goods, Sanctum Deo offers a 14-day withdrawal period counting from the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods, unless mandatory law grants a longer or otherwise more protective period.

III.2 How withdrawal must be exercised and preferred submission route

To exercise the withdrawal right, the consumer must send an unambiguous statement before the withdrawal period expires. Sanctum Deo strongly recommends that withdrawal and return requests are submitted through the online return portal made available on the website, as this is the fastest and most efficient processing route.

Use of the online return portal is recommended but not legally mandatory unless applicable law clearly permits such a requirement. Consumers who do not wish to use the online return portal may instead submit their withdrawal or return request by email using the return form or another clear written statement sent to admin@sanctumdeo.com before the applicable deadline expires.

Where a return or withdrawal request is submitted outside the online return portal, Sanctum Deo may require reasonable identifying information, such as the order number, order date, the goods concerned, the name used for the order, and the email address or other contact details linked to the order, to identify the relevant contract and process the request. The absence of an order number or other internal reference will not invalidate a request that is otherwise sent in time and clearly identifies the order and the consumer’s intention.

Requests submitted through the online return portal will ordinarily be processed more quickly. Requests submitted by email or by a manually completed return form may be subject to slower handling, longer verification time, and slower operational processing because they require additional manual review. This operational difference does not affect the consumer’s statutory rights or the legal validity of a timely withdrawal notice.

III.3 Return timing, return condition, and diminished value

After valid withdrawal, the consumer must send back the goods without undue delay and no later than 14 days after communicating the withdrawal, unless mandatory law grants more favourable treatment. The consumer is only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

III.4 Refund timing, method, and permissible deductions

Sanctum Deo will reimburse all payments received from the consumer for the withdrawn goods, including the basic outbound delivery costs where mandatory law requires reimbursement of those costs. Refunds will be made without undue delay and, in any event, within the mandatory legal period after withdrawal, using the original payment method unless the consumer expressly agrees otherwise. Sanctum Deo may withhold reimbursement until the returned goods are received or the consumer supplies adequate proof of return, whichever occurs first where applicable law permits this.

III.5 Exclusions from the withdrawal right

The withdrawal right does not apply where mandatory law recognises a valid exception, including for clearly personalised or made-to-order goods, sealed goods not suitable for return for health or hygiene reasons once unsealed after delivery, or other categories lawfully excluded from withdrawal. Any exception must be interpreted narrowly and only where the legal requirements for that exception are actually met.

III.6 Non-conforming goods and statutory remedies outside withdrawal

This operational returns process does not replace statutory remedies for non-conforming goods. Where the goods are defective, incomplete, incorrect, damaged on arrival, or otherwise lack conformity, the consumer may also rely on applicable statutory remedies such as repair, replacement, price reduction, rescission, or damages, depending on the governing mandatory law.

III.7 Operational return process, refused deliveries, and model withdrawal form

Unless Sanctum Deo expressly agrees otherwise, returned goods should be sent to the return address communicated by Sanctum Deo for the relevant return. Refused deliveries, uncollected parcels, or chargebacks are not a substitute for the ordinary complaint or withdrawal process. If a parcel is refused or uncollected, Sanctum Deo may deduct direct and legally chargeable costs to the extent applicable law permits.

III.7A Preferred operational return route

For the orderly and timely handling of returns, Sanctum Deo requests that customers use the online return portal as the primary return channel wherever available. The online return portal is intended to reduce errors, speed up verification, and improve return tracking.

If a customer instead uses email or another manual route to initiate a return, Sanctum Deo will still process the request where legally valid, but the customer acknowledges that manual processing may take longer than portal-based processing. Any such delay relates only to operational handling and does not reduce or restrict any mandatory statutory consumer protection.

III.8 Model withdrawal form