1.1 Only products purchased directly from us through our website sapienic.co.za will be considered for returns. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
1.2 Upon your order being delivered and you no longer want the product(s) you have ordered, you may return it to our physical address (provided below) within 7 days of delivery at your own expense.
To be eligible for a return, your item must be in the same condition you received it, unopened or unused and in its original packaging.
1.3 To start a return, you can contact us at email@example.com. Please include your order number, full name, and your reason for returning the product(s). If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please send any products for return or exchange to:
ESSE SKIN CARE (PTY) LTD
Attention: Sapienic Online Returns
1.4 Please wrap your parcel in its original packaging and securely to avoid damage in transit back to us. Please note we cannot accept an item for refund if it has been damaged in transit to us. You can only use a courier service to return the goods directly to us.
In any event damaged or used items will not be exchanged nor will a refund be made.
1.5 A refund takes up to 14 business days to be credited back to the original payment method. If you no longer have access to that payment method, you need to contact the relevant party of the original payment method to claim the funds after the refund is made.
1.6 If returning items of an order where the initial order qualified for a free gift or samples, the free gift/samples must be returned in an unused condition too. Any items returned without the qualifying free gift/samples will not be refunded.
1.7 Original shipping and handling costs are non-refundable (if applicable).
1.8 Promotional items do not qualify for a return or refund unless defective or damaged upon receipt.
2. Defective goods
2.1 Once your order, placed on Sapienic.co.za, is received, please inspect your order and contact us within 3 business days of delivery if the item(s) is defective, damaged or if you received the wrong item you can contact us at firstname.lastname@example.org so that we can evaluate the situation and take corrective measures.
2.2 If the product needs to be collected, we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or refund you by crediting back the purchase price to the original payment method within 14 days of the validation of the return.
2.3 Original shipping and handling costs are non-refundable (if applicable).
3.1 If you wish to exchange an item, you will be liable to pay any difference in cost of the item and any additional delivery cost. We will advise you accordingly on the amount so that you can arrange payment before goods are shipped.
Please contact us at email@example.com to arrange exchanges and provide us with your order number, full name, and reason for exchange.