Refund policy
This is a PREORDER
Every Sapone product is currently sold as a PREORDER. We make and ship your order as part of one production batch.
- Estimated ship dates: United States orders ship by September 30, 2026. Worldwide orders, including the EU, ship by October 15, 2026.
- Payment: your card is charged in full when you place your preorder.
- Cancel any time before shipping: email hello@sapone.store with your order number and we will cancel your preorder and refund 100% of what you paid, shipping included.
- If dates change: we will email you right away with the new date, and you can still cancel for a full refund.
Cancelling a PREORDER before it ships
As long as your order has not shipped, you can cancel it for any reason. Email hello@sapone.store with your order number. We refund the full amount, including shipping, to your original payment method, usually within 5 business days of your request.
30-day returns
After your PREORDER is delivered, you can return it within 30 days of delivery.
- Items must be unopened and unused, since these are personal care products.
- The buyer pays return shipping, unless the item arrived damaged or defective.
- Your refund covers the product price. The original shipping cost is not refunded, except when we made a mistake or the item was damaged or defective.
To start a return, email hello@sapone.store with your order number. We will reply with the return address and instructions. Items sent back without asking us first cannot be accepted.
EU 14-day right of withdrawal
If you live in the EU, you have the legal right to withdraw from your purchase within 14 days without giving any reason. For a PREORDER, these 14 days start on the day you (or someone you name) receive the goods, not on the day you order. To withdraw, send us a clear statement by email to hello@sapone.store. We refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal, using the same payment method you used. We may hold the refund until we receive the goods back or you show proof you sent them. You pay the direct cost of returning the goods. Sealed personal care products that have been unsealed after delivery cannot be returned for hygiene reasons. This does not limit your statutory rights.
Damaged, defective or wrong items
If your order arrives damaged, defective or wrong, email hello@sapone.store within 14 days of delivery with your order number and a photo. We will send a free replacement or give you a full refund, including shipping. You do not pay return shipping in this case, and often we will not need the item back at all.
Free gifts in bundles
Free items that come with a bundle or offer (as shown at checkout) are part of that offer. If you return the paid items from a bundle, please return the free items too, or we may deduct their regular price from your refund.
Refunds
Approved refunds go back to your original payment method. Once we receive and check your return, we process the refund within 14 days. Your bank may take a few extra days to show it.
Questions
Email hello@sapone.store. We are happy to help.