SHIPPING, EXCHANGES AND RETURNS

Can I exchange my Online purchase?

Yes, you can exchange your order up to 14 days after receiving it, provided that the products retain their original characteristics and show no signs of use. To make an exchange, you only need to:

• Fill in the exchange or return form using the email address associated with your order. After submitting the form, you must wait for a second email containing all the information regarding the shipment.

• For deliveries in Portugal and Spain, SANJO covers the exchange at no additional cost once per order.

• For exchanges of orders shipped to the rest of Europe, the return shipping costs are the responsibility of the customer, but SANJO covers the cost of the second shipment.

• For exchanges from countries outside the European Union, you must not send the item before contacting Customer Support at info@sanjo.pt. This helps facilitate the customs process.

• Once we receive the returned product, we will send the requested replacement product.

• Shipping costs are non-refundable in cases where shipping charges were applied.

Exchanges can be processed automatically for a different size and are subject to stock availability at the time we receive the returned item.

If you wish to exchange the colour or model, you must contact Customer Support at info@sanjo.pt.

If returned items show signs of use, SANJO reserves the right to refuse the exchange.

Can I return my Online purchase?

Yes, you can return your order up to 14 days after receiving it, provided that the products retain their original characteristics and show no signs of use. To make a return, you only need to:

• Fill in the exchange or return form using the email address associated with your order. After submitting the form, you must wait for a second email containing all the information regarding the shipment.

• If the order was paid using Multibanco Reference, you will be contacted by email to provide the relevant IBAN.

• If payment was made via PayPal, Visa or Klarna, the refund for the returned items will be issued using the same payment method used for the purchase, after the returned product has been received and checked.

• For deliveries in Portugal and Spain, SANJO covers the return at no additional cost once per order.

• For returns from countries outside the European Union, you must not send the item before contacting Customer Support at info@sanjo.pt. This helps facilitate the customs process.

• Shipping costs are non-refundable in cases where shipping charges were applied.

If returned items show signs of use, SANJO reserves the right to refuse the return and the corresponding refund.

If your product has a defect, please do not hesitate to contact us.

Simply follow these steps:

• Send an email to info@sanjo.pt:

  • Email subject: “Complaint #1001” (after the #, enter your order number).

  • Attachment: 2 or 3 clear photographs clearly showing the issue found with the product.

  • Email text: provide a detailed description of the issue.

• Send your product to: SANJO | Rua 5 de Outubro nº 484 | 4700-260 Braga | Portugal.

• Your product will be analysed in our laboratory. If the issue is simple and can be easily resolved, we will proceed with a repair in order to reduce waste. This solution will only be considered if it causes no inconvenience to you. If repair is not possible, we will replace the product.

• This process takes approximately 30 days.

We accept responsibility for all our products provided that all maintenance and cleaning guidelines for our footwear, available on our website, have been followed. You can check them here: https://www.sanjo.pt/pages/faqs.

Following a complaint, the product will be subject to laboratory analysis and any failure to comply with these guidelines will be identified. In such cases, SANJO reserves the right to refuse the repair or replacement of the product.