Returns, Refunds, Exchanges, Claims & Cancellation 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.
1.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.
2. Claim Process (For Damaged, Expired, or Incorrect Items):
To process a refund or claim, you must adhere to the following:
- Unboxing Video:
- Record a clear, unedited, 360-degree video of yourself opening the package.
- Claims without an unboxing video will not be accepted.
- Damage Photos:
- Take 2-3 clear, close-up photos showing the damage, expired product, or missing contents.
- 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.
3. 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.