Refund policy
We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, with the tamper seal intact, and in its original packaging. You will also need your receipt or other proof of purchase.
To request a return, please contact us at alex@saponne.com. Returns must be authorised before being sent back and should be returned to our business address, which will be provided with your return instructions.
If your item arrives damaged, defective, or has been damaged during transit, please contact us as soon as possible. After assessing the issue, we may provide you with a prepaid return shipping label, along with instructions on how and where to return the item. For returns due to a change of mind or any reason other than our error or a faulty product, the customer is responsible for the cost of return postage.
Items returned without first contacting us and obtaining return authorisation will not be accepted.
If you have any questions regarding a return, please don't hesitate to contact us.
Damages & Issues
Please inspect your order upon delivery and contact us as soon as reasonably possible if your item is defective, damaged, or if you have received the wrong product. We will assess the issue promptly and work with you to resolve it.
Exceptions / Non-Returnable Items
For hygiene and safety reasons, returned products must be unopened, unused, with the tamper seal intact, and in their original packaging.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
We do not offer direct exchanges once an order has been dispatched. If you would like a different item, please return your original purchase (if eligible) and place a new order.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
For change-of-mind returns, customers are responsible for the cost of returning the goods to us.
Returned items must be received in their original, unopened and resalable condition to qualify for a full refund. If the value of the goods has been diminished through handling beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from the refund to reflect the loss in value, as permitted by applicable consumer legislation.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at alex@saponne.com.
Unclaimed & Returned Orders
Please note that our shipping charges are subsidised and do not reflect the full cost of postage, packaging and fulfilment. These costs are incurred once an order has been dispatched and cannot be recovered if a parcel is returned to us.
If an order is returned to us because it was unclaimed, refused, or could not be delivered, and the products are received back in their original, unopened and resalable condition, we will refund the cost of the products.
Original shipping charges are non-refundable.
In addition, a restocking and administration fee of 15% of the product value (capped at £5, whichever is lower) will be deducted from the refund. This fee helps cover the costs of subsidised postage, packaging materials, order processing, inspection, restocking and administration.
If returned products are received opened, used, damaged, contaminated, or otherwise unsuitable for resale, we reserve the right to reduce or decline the refund where permitted by applicable consumer law.
Nothing in this policy affects your statutory rights where goods are faulty, damaged, incorrectly supplied, or where we are otherwise required by law to provide a refund.