Refund Policy

Last Updated: April 2025

At Sapuna, your satisfaction is our priority. This refund policy applies specifically to damaged products received upon delivery.

What is Covered

We offer refunds or replacements for products that arrive damaged. This includes:

  • Cracked or broken containers where product has leaked or spilled
  • Shattered bottles or jars that make the product unusable
  • Damaged packaging that affects the product integrity
  • Products received in unusable condition due to shipping damage

What is NOT Covered

  • Change of mind – We do not accept returns or refunds for products you simply changed your mind about
  • Allergic reactions – Please perform a patch test before using any new product (see our patch test guidelines)
  • Minor cosmetic imperfections – Such as minimal dents, scuffing on outer boxes, or dusting around product pans
  • Products used more than 25% – We cannot accept partial usage claims
  • Products purchased from unauthorized resellers

How to Request a Refund for Damaged Products

1

Document the Damage
Take clear photos or videos of the damaged product, including the packaging and the affected area.

2

Contact Us Within 7 Days
Reach out to us via WhatsApp or email within 7 days of receiving your order.

3

Provide Order Details
Share your order number, the damaged product name, and the photo/video evidence.

Important: If the outer box or packaging is damaged, please take a photo before opening it. This helps us fairly assess your claim with our shipping partners.

Resolution Options

Once we receive and review your claim with the required evidence, we will offer one of the following resolutions:

Full Refund

Full refund to your original payment method for the damaged product.

Replacement

A new replacement product shipped to you at no additional cost.

Store Credit

Store credit for the full value of the damaged product.

Processing Time

Once your claim is approved:

  • Refunds: Processed within 5 to 7 business days. Funds will appear in your account depending on your bank or payment provider.
  • Replacements: Shipped within 2 to 4 business days after approval.
  • Store Credit: Issued within 2 business days and sent to your email.

What About Non-Damage Issues?

Change of Mind? We do not accept returns for change of mind. Please review product descriptions, ingredients, and reviews carefully before purchasing.

Allergic Reaction? While our products are formulated with gentle, natural ingredients, we always recommend performing a patch test before full application. See our patch test guidelines in our Terms and Conditions.

Product Not Working For You? Skincare results vary by skin type. We encourage consistent use for 4 to 6 weeks to see visible results. If you have concerns, contact us and we will do our best to help.

⚠️ Important: We package all items as securely as possible. However, minimal dents, scuffing on outer boxes, or dusting around product pans can occur during shipment. These are considered normal transit wear and are not eligible for refund.

Need to Report a Damaged Product?

Contact us immediately with your order number and photo evidence.

📧 hello@sapuna.com

📞 WhatsApp: +961 70 065 685

📍 Beirut, Lebanon