At Sapelle, all our products are unique and produced only once ordered (Print-On-Demand). This means that returns and exchanges are not supported if you ordered the wrong size, color, or simply changed your mind.
However, we 100% guarantee the quality of our products. If your order arrives defective, we are here to make it right!
1. Defective or Incorrect Items (Our Fault) If the product you received is misprinted, damaged, defective, or does not match the size/color you ordered due to our manufacturing error, you are eligible for a Free Replacement or a Full Refund.
- Cost to you: $0.00 (We cover all costs).
- Do I need to return the defective item? No. To save you time and shipping costs, you do not need to mail the defective item back to us.
2. Non-returnable Cases (Customer’s Fault) Because our items are custom-made to order, we do not accept returns, refunds, or exchanges for the following reasons:
- You selected the wrong size, color, or design.
- You changed your mind after the order was sent to production.
- The shipping address provided was incorrect or incomplete. (Please refer to our sizing charts on each product page carefully before placing your order).
3. Timeframe to Report an Issue You have [30 Days] from the date of delivery to report a claim for a defective or incorrect item. Claims submitted after this timeframe will not be eligible for a replacement or refund.
4. How to Request a Replacement or Refund To resolve your issue quickly, please follow these steps:
- Step 1: Email our Support Team at support@sapelle.com within [30 Days] of receiving your order.
- Step 2: Include your Order Number and a clear, high-quality photograph of the defective product (showing the issue and the design).
- Step 3: Our team will review the photos. If approved, we will immediately send a free replacement to production or process a refund back to your original payment method.
5. Refund Processing Time If a refund is approved instead of a replacement, the funds will automatically be applied to your credit card or original method of payment. Please allow 3-5 business days for the refund to appear on your bank statement.