Returns and Refunds

At Såpe, we take pride in offering natural skincare and body care products made with integrity and care. If something isn’t quite right, we’re here to help. Please read the policy below to understand how returns and refunds are handled.

Returns Policy

If you are not entirely satisfied with your purchase, you may return any unused and unopened items within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as when you received them.

  • Returns must be initiated within 14 days of delivery.

We are unable to accept returns on certain items for hygiene reasons (see below).

Hygiene & Non-returnable Items

Due to the nature of our products, we cannot accept returns on opened or used items, unless they are faulty. This applies to:

  • Soaps – Once unwrapped or used, soaps are non-returnable. Each bar is handmade and may show minor variations in colour or texture due to the natural oils, butters, and clays used.

  • Body Brushes – These are personal care items and cannot be returned once used. Bristle colour or texture may vary slightly due to natural materials.

  • Konjac Sponges – These sponges are made from natural plant fibres and expand when hydrated. Minor variations in shape or texture are normal.

  • Natural Sea Sponges – These are unprocessed and unbleached. Some small traces of sea material may remain, which can be rinsed out. Each sponge is unique and approximately 4.5 to 5 inches in size.

  • Pumice Stones – Naturally formed volcanic stones with variation in shape, colour, and texture. Each one is slightly different.

These items are classified as hygiene products and are non-returnable once opened unless they are faulty.

Natural Variation in Products

Many of our items are made from raw or minimally processed natural materials. Variations in size, shape, colour, and texture are part of their nature and are not considered faults.

How to Return an Item

  1. Contact Us
    Email hello@sapeproducts.com with your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Options
    Once your return is authorised, you can choose one of the following:

  • Send it yourself
    Post the item(s) to:
    Sape Products Ltd
    Unit 10, Wow Workspaces, 861 Coronation Road,
    London, United Kingdom, NW10 7PT

  • Use our prepaid return label
    We can email you a Royal Mail return label. If used, £3.45 will be deducted from your refund to cover return shipping.

  1. Packaging & Posting
    Pack the item(s) securely. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, a refund will be issued to your original payment method. Please allow up to 10 working days for the funds to appear, depending on your payment provider.

Refunds cover the product cost only. Original delivery fees are non-refundable unless the item was sent in error or arrived damaged.

Damaged or Faulty Items

If your item arrives damaged or you believe it is faulty, please email hello@sapeproducts.com within 48 hours of delivery. Include your order number, a description, and clear photos of the issue. If confirmed, we’ll issue a full refund or send a replacement, including any return postage if required.

Exchanges

We do not offer direct exchanges. If you would like a different item, please follow the return process and place a new order once your refund has been issued.

Late or Missing Refunds

If you haven’t received your refund within 10 working days:

  • Check your bank or card statement.

  • Contact your bank or card provider.

  • If you still need assistance, email us at hello@sapeproducts.com and we’ll be happy to help.

Thank you for choosing Såpe. We’re committed to offering thoughtful products and clear, honest service.