Refund policy
We have a 30-day return policy, so you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- in the condition you received it;
- unused and unworn, with its tags and in its original packaging;
- you will also need to present the receipt or proof of purchase.
We are not responsible for goods damaged or lost during return shipping. We strongly recommend using a registered and insured mail service. We cannot issue a refund without actual receipt of the goods or proof of delivery.
To initiate a return, you can contact us by email to geral@supersapiens.pt.
If your return is accepted, we will send you a return shipping label, as well as information on how to ship and the location to which you should send your package. Items returned to us without a prior return request will not be accepted.
You can always contact us by our email address: geral@supersapiens.pt.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive an incorrect item so we can evaluate the issue and correct it.
Exceptions/Items That Cannot Be Returned
Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), personalized products (e.g., special orders or personalized items), and personal care products (e.g., beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you receive the items you want is to return the item and, after we accept the return, make a separate purchase of a new item.
European Union 14-Day Cancellation Period
Regardless of the above, if items are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing a reason. As mentioned above, your item must be in the condition you received it, unused and unworn, with its tags and in its original packaging. You will also need to present the receipt or proof of purchase.
Refunds
We will notify you after receiving and inspecting your return and will let you know whether or not the refund has been approved. If approved, you will be automatically refunded using your original payment method within 10 business days. Please note that it may also take some time for your bank or credit card company to process and post the refund.
If it has been more than 15 business days since your return was approved, please contact us at geral@supersapiens.pt.
We are not responsible for goods damaged or lost during return shipping. We strongly recommend using a registered and insured mail service. We cannot issue a refund without actual receipt of the goods or proof of delivery.
Gifts:
If the goods were marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, we will send you a gift certificate.
If the goods were not marked as a gift when purchased, or if the gift giver had the package delivered to themselves to later gift, the refund will be issued directly to the original purchaser.
Contacts:
If you have any questions about our Returns and Refunds Policy, please contact us by email: geral@supersapiens.pt