Returns & Refunds Policy
Soapna d’Alep e.K.
Website: https://soapnadalep.com
1. General Information
We want you to be fully satisfied with your order. If there is any issue with your purchase, we are here to help.
This Returns & Refunds Policy explains how returns, refunds, and replacements are handled in addition to your statutory right of withdrawal.
2. Statutory Right of Withdrawal
Consumers have the legal right to withdraw from their purchase within 14 days without giving any reason.
Details regarding the right of withdrawal are provided on our separate page:
3. Returns Eligibility
To be eligible for a return (after withdrawal or agreement), items must:
- Be unused and in original condition
- Be returned within the required return period
- Include original packaging where reasonably possible
Returned items are inspected upon arrival before any refund is issued.
4. Refund Process
Once your return has been received and inspected, we will notify you about the approval or rejection of your refund.
If approved, refunds will be processed using the original payment method.
Refund processing times may vary depending on your payment provider (typically 3–10 business days).
5. Non-Refundable Items
Certain items cannot be returned or refunded, including:
- Opened or used cosmetic products (for hygiene reasons)
- Products not in resalable condition
- Items damaged due to improper use by the customer
- Products returned after the legal return period
6. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Email: info@soapnadalep.com
Please include:
- Your order number
- Description of the issue
- Clear photos of the product and packaging
We will review the issue and offer a replacement, refund, or other appropriate solution in accordance with applicable law.
7. Return Shipping Costs
Unless the item is defective or incorrectly delivered:
- Customers are responsible for return shipping costs
If the return is approved due to an error on our side, we will cover the return shipping costs where applicable.
8. Refund Exceptions
We reserve the right to reduce or refuse refunds if:
- The product has been significantly used beyond inspection
- The item is returned in unsellable condition
- The return does not meet legal requirements
Any reduction will be assessed fairly based on the condition of the returned goods.
9. Exchanges
We currently offer exchanges only in cases of damaged or incorrect items. If you would like a different product, please return your item and place a new order.
10. Processing Time
Once a return is approved, refunds are typically processed within 3–10 business days depending on your payment provider.
11. Contact
Soapna d’Alep e.K.
Lübecker Straße 5
65760 Eschborn
Germany
Email: info@soapnadalep.com