Refund policy

At Earthy Sapo, we strive for your complete satisfaction. We carefully craft, inspect, and package our products to ensure they arrive in excellent condition.

A. Key Points:

• Non-Returnable Products: Due to the nature of our products, all sales are final. We do not accept returns.
• Exchanges: We do not offer product exchanges.
• Refunds: Refunds are only issued in the following specific cases:
• You receive an expired product.
• You receive a damaged product. (Damage is defined as damage to the primary container/bottle/jar/tin resulting in leakage or spillage of contents. Damage to secondary packaging or lids/caps, where the contents remain intact, is not considered damage.)
• We have dispatched an incorrect item.
• There are shortages or missing items in your order.
• Incorrect or Missing Items: :
• If you receive an incorrect item, we will arrange for a pickup and either reship the correct item or issue a refund, at our discretion. Please ensure the incorrect item is in good condition for the pickup.
• If items are missing, we will either reship or refund those items at our discretion.

• Order Cancellations/Modifications: You can modify, edit, or cancel your order before it is shipped. Once shipped, we cannot accept cancellations or modifications.

B. Claim Process (For Damaged, Expired, or Incorrect Items):

To process a refund or claim, you must adhere to the following:

1. Unboxing Video:
• Record a clear, unedited, 360-degree video of yourself opening the package.
• Claims without an unboxing video will not be accepted.
2. Damage Photos:
• Take 2-3 clear, close-up photos showing the damage, expired product, or missing contents.
3. Submit Your Claim:
• Email the unboxing video and photos to admin@earthysapo.com or customercare@earthysapo.com within 48 hours of receiving the product.
• Claims submitted after 48 hours will not be processed.

C. Claim Resolution:

• Upon receiving your claim, we will investigate it.
• If your claim is approved, we will notify you of the next steps via email or message.
• Reshipments or reverse pickups, if applicable, will be arranged within 3 working days.
• Refunds, if approved, will be issued within 5 working days.
• We only issue refunds to a bank account, we do not offer cash refunds.