Refund Policy & Right of withdrawal

We are confident you will love your Sanctum product. We want you to enjoy your purchase and experience with our products. If you're not satisfied, we will make things right. You may return any physical product within 14 days of receiving your item order, subject to the right of withdrawal terms and conditions stated herein. If eligible, you will receive a refund, which shall be credited back to the original payment method, in the amount paid for the product you are returning.

If, within 14 days of receiving your purchase from, you change your mind about your order, please send us an email or letter via post to request a return. Please provide to us the email address that was used to place the order and the order number that can be found in your order confirmation email. You also can fill out the withdrawal form we provide for you at the bottom of this page and send it to us via 

If your order has arrived damaged, please submit a return request to us, attaching a photo of the damaged product(s) along with a description of the damage and the circumstances. Please note that Sanctum assumes no liability for any mishandling of our products.

After receiving your request, we will then send you then the necessary shipping information for all Sanctum products you want to return. You must return the product in its original packaging, in damage-free condition and include all accessories that came with each product. You also need to provide proof that you have sent the goods back to us (shipping receipt from the post office or shipping provider). Please note that any refund and return request that is not based on damage or a technical problem of/with the product can not be accepted if the product was already opened and the original packaging is damaged. Once we receive the product in our warehouse we will check the condition of the product, and if found eligible, process your refund for the returned product using the payment method you chose for buying the product(s).

If you return a product purchased using a promotional discount, your refund will equal the amount you paid for the product.

If you are returning products within the return policy period that were purchased as part of a bundle, all products in the bundle (including any delivered accessories that accompanied each product) must be included in the return order to receive a full refund.

Sanctum will not refund if you refuse to accept the goods, you have mistakenly provided an incorrect delivery address which results in the package being undeliverable, lost, or the goods getting damaged.

Sanctum is not required to re-send your order if it gets lost or was damaged.

Sanctum will only refund the product price and not refund any shipping or customs charges incurred by the customer (including shipping costs incurred for returning the items).

Refunds may be sent to: Global Mail GmbH, Hosnedlgasse 8, 1220 Vienna, Austria.


Information concerning the exercise of the right of withdrawal and Model withdrawal form

Right of withdrawal

You have the right to withdraw from this contract within 14 days of the conclusion of the contract without giving any reason.

To exercise the right of withdrawal, you must inform us via: SANCTUM, Patrick Lenk, Opernring 1/R-746-748, 1010 Vienna, Austria or via email: of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may also use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract in the eligible timeframe, we shall reimburse you the total amount you paid for your order minus the shipping costs without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Premature expiration of your right of withdrawal

If you purchased a digital downloadable product, you agreed that when ordering download products an immediate fulfillment of the contract is necessary and your right of withdrawal therefore expires prematurely. In that case, you can’t withdraw from the contract.

Model withdrawal form

If you want to withdraw this contract, please send this form to Patrick Lenk, SANCTUM, Opernring 1/R-745-748, 1010 Vienna or via email to:

I hereby give notice that I withdraw from my contract regarding the purchase of:

  • Ordered on / received on
  • Name of consumer
  • Address of consumer
  • Signature of consumer (only if this form is notified on paper)
  • Date

Click here to open a model withdrawal form