Refund policy
Last updated: 20 August 2026
This Return and Refund Policy applies to physical products purchased by consumers through https://sapoestore.com and delivered to an address accepted at checkout in France. It forms part of the Terms and Conditions of Sale.
1. Statutory 14-day right of withdrawal
You have 14 calendar days from the day on which you, or a third party designated by you other than the carrier, receives the goods to notify us that you are exercising your right of withdrawal, without giving a reason. If one order is delivered in separate shipments, the period begins on receipt of the last item, lot or piece.
You may notify us by using the online withdrawal function displayed on the Website during the withdrawal period, by sending the model form below, or by sending another clear statement to support@sapoestore.com. A clear and timely statement is sufficient; use of the model form is optional.
To help us identify the order, please include, where available, your full name, the email address used at checkout, the order number, the items concerned and the date of receipt. Missing one of these details does not invalidate an otherwise clear and timely withdrawal request.
2. Returning the goods
After notifying us of your withdrawal, return the goods without undue delay and no later than 14 calendar days after sending your notice. Returns must be sent to:
ATELIER SAPOÉ
12 Rue Étienne Dolet
93170 Bagnolet
France
We recommend using a tracked service and retaining proof of dispatch until the refund is completed. You remain responsible for the return parcel until it is received by us.
3. Return condition
You may inspect the goods only to the extent necessary to establish their nature, characteristics and proper functioning, as you would in a physical shop. Return all supplied parts, instructions and accessories and, where reasonably possible, the original packaging. You may be responsible for a reduction in value caused by handling beyond what is necessary for this inspection. This is not a restocking fee.
4. Return costs
Unless the return results from our error or from a damaged, incorrect or non-conforming product, you are responsible for the direct cost of return shipping. ATELIER SAPOÉ does not charge a restocking fee.
When the return results from our error or from a damaged, incorrect or non-conforming product, ATELIER SAPOÉ will bear the reasonable return shipping costs and will provide appropriate return instructions. Contact support before sending the parcel.
5. Products excluded from the right of withdrawal
The right of withdrawal does not apply where a statutory exception applies, including:
goods made to your specifications or clearly personalised;
goods liable to deteriorate or expire rapidly; and
sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.
A cosmetic, soap or hygiene product is not automatically excluded merely because it belongs to that category, is described as special, is promotional or is sold at a reduced price. Statutory rights concerning defective or non-conforming products remain unaffected.
6. Refunds
When a valid withdrawal is exercised, we will refund all payments received for the returned goods, including the cost of our least expensive standard delivery method. Any additional amount resulting from your choice of a more expensive delivery method is not refundable.
The refund will be issued without undue delay and no later than 14 calendar days after we are informed of your decision to withdraw. For a sale of goods, we may withhold the refund until we have received the goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds are made using the original payment method unless you expressly agree to another method that causes no fees. Your bank or card issuer may require additional time to display the credit.
7. Damaged, incorrect or non-conforming products
If a parcel arrives damaged, incomplete or incorrect, contact support@sapoestore.com. Include the order number, a description of the issue and clear photographs where possible. Do not discard the packaging until the claim has been reviewed. A request for prompt notice helps us investigate carrier damage but does not reduce any mandatory consumer right.
8. Exchanges and cancellations
We do not guarantee direct exchanges. Where appropriate, we may ask you to return the product for a refund and place a new order. If you request cancellation before dispatch, we will make reasonable efforts to stop shipment. If the order has already been dispatched, the withdrawal procedure above applies.
9. Legal guarantees
The 14-day right of withdrawal is separate from the French legal guarantee of conformity and the legal guarantee against hidden defects. These statutory guarantees may apply after the withdrawal period has ended. See the Terms and Conditions of Sale at https://sapoestore.com/policies/terms-of-sale.
10. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may send it by email to support@sapoestore.com or by post to the registered office shown below.
To: ATELIER SAPOÉ, 12 Rue Étienne Dolet, 93170 Bagnolet, France
I hereby notify you that I withdraw from the contract for the sale of the following goods:
Product(s): ____________________________________________________________
Order number: ____________________________________________________________
Ordered on: ____________________________________________________________
Received on: ____________________________________________________________
Customer's full name: ____________________________________________________________
Customer's address: ____________________________________________________________
Email address used for the order: ____________________________________________________________
Date: ____________________________________________________________
Signature (only if submitted on paper): ____________________________________________________________
11. Contact
Email: support@sapoestore.com
Customer service hours: Monday to Friday, 9:00 a.m. to 5:00 p.m., France local time, excluding French public holidays.