Returns and Refunds
At Såpe, your satisfaction is our top priority. If for any reason you are not completely happy with your purchase, we are here to assist you with returns and refunds. Please read our policy carefully to understand your rights and how to initiate a return.
Returns Policy
If you are not entirely satisfied with your purchase, you may return any unused and unopened items within 30 days of receiving your order for a full refund or exchange.
To be eligible for a return:
- Items must be unused, in their original packaging, and in the same condition as when you received them.
- For hygiene reasons, we cannot accept returns on used products unless they are faulty.
How to Return an Item
- Contact Us: Please email us at hello@sape.shop to notify us of your return. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Return Shipping: Once your return is authorised, we will provide you with instructions for sending the item(s) back. Please note, you will be responsible for the cost of return shipping unless the product is faulty or damaged upon arrival.
- Send the Items: Pack the item(s) securely in the original packaging (if possible) and send them to the address provided.
We recommend using a tracked service for returns, as we cannot be held responsible for items lost in transit.
Refunds
Once we receive and inspect your return, we will notify you of the status of your refund. If your return is approved, we will process the refund to your original method of payment. Please allow up to 10 business days for the funds to appear in your account, depending on your payment provider.
Exchanges
If you would like to exchange your product for a different item, please follow the returns process outlined above. Once we receive your return, we will issue you a gift card or credit, which can be used to place a new order for your desired item.
Damaged or Faulty Items
If you receive a damaged or faulty product, please contact us immediately at hello@sape.shop with photos and a description of the issue. We will either send a replacement item or offer you a full refund, including any return shipping costs.
Non-returnable Items
Please note that the following items cannot be returned:
- Gift cards
- Sale items
- Used products (unless faulty)
Late or Missing Refunds
If you haven’t received your refund after 10 business days, please:
- Check your bank or credit card statement.
- Contact your bank or credit card company, as refunds can take some time to process.
- If you have done this and still have not received your refund, please contact us at hello@sape.shop, and we will assist you.