Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and with all adhesive tapes intact. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at updates@sapiengroup.net or +61 430 537 574. Please note that returns will need to be sent to the following address: 21 Albemarle St, Williamstown North VIC 3016 Australia. Alternatively, returns can be made in-store at the same address.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at updates@sapiengroup.net or +61 430 537 574.


Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and provide an appropriate refund or replacement.


Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at updates@sapiengroup.net or +61 430 537 574.

 

Restocking Fees

We don't impose any restocking fees on returned products.

 

Warranty

All products have a 2 year warranty against defects. Please read the information below for complete warranty policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Sapien pty. Ltd. provide a (2) two-year conditional warranty from the date of original purchase.

IMPORTANT

In order to make a claim on your product warranty, you must provide proof of purchase, so we recommend saving sales receipts to avoid disappointment.

The benefits given by this warranty are in addition to other rights and remedies under the Australian Consumer Law in relation to the goods and services to which this warranty relates.

WHAT IS COVERED

For a period of (2) two years from date of purchase, and upon proof of purchase, the product will be replaced free of charge provided a defect in materials and or workmanship has been verified. To obtain these warranty services, please ship or return the product to Sapien Store, with a copy of the sales receipt, invoice or other appropriate proof of purchase information that clearly shows the date of purchase.

WHAT IS NOT COVERED

Consumer shall not have any claim under this warranty if:

    • The problem is caused by improper, rough or careless treatment.
    • The problem is caused by improper repair or adjustment made by anyone other than a Sapien authorised service provider.
    • The proof of purchase is not presented when requesting replacement/refund.
    • The product has been interfered, tampered with or modified.
    • The problem is caused by a fire or other natural calamity.
    • The warranty period (2 years from date of purchase) has expired.

HOW TO CLAIM YOUR WARRANTY

To begin your warranty claim you can contact us at updates@sapiengroup.net or +61 430 537 574. Please note that returns will need to be sent to the following address: 21 Albemarle St, Williamstown North VIC 3016 Australia. Alternatively, returns can be made in-store at the same address. You’ll also need the receipt or proof of purchase.

If your warranty claim is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first making a warranty claim will not be accepted.

Contact Details

Questions about our return and refund policy should be sent to us at updates@sapiengroup.net.
Our contact information is posted below:

Company Name: Sapien Pty Ltd
Email: updates@sapiengroup.net
Address: 21 Albemarle St, Williamstown North VIC 3016 Australia
Phone: +61 430 537 574
ABN: 56 620 052 128
Website: sapienstore.net