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Returns & Refunds

How can I return my goods?

We are very sorry that you wish to return your package or part of it to us. Under European law, you have 30 days from the date of delivery to return your order or part of it for a refund.
In order to complete this process as quickly as possible, we would ask you to follow the steps below:

  1. To obtain a returns label, send us a message via the contact form or by email to service@sanfino.eu.
  2. As soon as we have received your message, we will send you a free returns label.
  3. Pack the goods carefully. It is best to keep the original cardboard box (not obligatory) or shipping bag as well as packaging material. Make sure that the goods are not damaged during return transport. This is because even if the seller bears the transport risk when returning the goods, he or she can claim compensation for insufficiently padded goods that were damaged during transport. It is therefore advisable to take photos of the packed products.
  4. Attach the return label (Retourenlabel) to the outside.
  5. Send the package back. You can drop off the parcel at a DHL branch (post office) or book a pick-up at your home (subject to a charge). Your DHL delivery agent will also be happy to take your shipment.

Note: The prerequisite is that the delivery agent has sufficient free loading capacity in the delivery vehicle.


Can I return a toilet seat with the protective film torn off?

Yes, you can! However, it must be new and unused. Used items cannot be returned. Please check the following points before removing the WC seat from the protective foil:

  • The holes of your ceramic bowl must have a distance of 10,5 - 20cm
  • Make sure that it is possible to mount the WC seat from below.
  • Check that the colour and design/motif match your order.

What can I do if my order arrives damaged?

If the order you received is damaged or faulty, please contact us immediately via our contact form so that we can resolve the issue. We will either replace the product or offer you a refund once we have received the faulty product.


I never received my parcel, what can I do?

If you haven't received your parcel even though tracking says it's been delivered or there's been no change in the shipment status for a while, please get in touch with us here.


We want to make sure your experience at Sanfino is pleasant and stress-free. If you have any questions or concerns, please don't hesitate to contact us. We will be happy to help you.