Refund policy
Last updated: 16/10/2026
The Try Sapura 60-Day Guarantee
We know how frustrating it is to try product after product without seeing a difference. So we keep this simple:
Try Sapura for 60 days. If you’re not happy with the results, we’ll refund your first order. No return shipment required.
Guarantee Terms
- Recommended use. We recommend using your Sapura soap daily, as directed, for at least 14 days before deciding, because the formula works gradually. This is a recommendation, not a condition of your refund.
- First order. The guarantee applies to your first order, including multi-bar bundles and any free gifts in that order. It covers all Try Sapura soaps. Later orders are not covered by this guarantee, but they are still covered by the sections on damaged, defective and lost orders, and by your statutory rights.
- One claim per customer. The guarantee is limited to one claim per customer, household or shipping address.
- 60-day window. You must submit your refund request within 60 days of confirmed delivery. Delivery is confirmed by carrier tracking data.
- Proof of purchase. You must provide your order number or other valid proof of purchase.
- Direct orders only. The guarantee applies only to orders placed directly at trysapura.com.
How to Claim
Email info@trysapura.com with your order number and a short note about your experience. We will reply within 1 business day and process eligible refunds promptly. You do not need to send anything back for a guarantee claim. Please do not ship products to us unless we have asked you to, because we cannot process unsolicited returns.
Promotional & Discounted Orders
Refunds for orders purchased with a discount code, promotional pricing or during a sale are based on the amount you actually paid after all discounts. A refund will never exceed the total amount charged to your payment method for that order.
Gift Orders
- The original purchaser may request a refund under this policy. The refund is issued to the original payment method.
- If you received Try Sapura as a gift, contact us at info@trysapura.com. We may issue store credit to you instead of refunding the original purchaser.
Subscription Orders
Subscription cancellation, renewal reminders and refunds on renewals are covered in full in our [Cancellation & Subscription Policy – link]. In short:
- Cancel anytime. You can cancel in your account portal or by emailing info@trysapura.com at least 48 hours before your next billing date.
- First order covered. If your first subscription order is also your first Try Sapura order, it is covered by the 60-Day Guarantee above.
- Missed cancellation. If a renewal is charged and you meant to cancel, email us within 7 days of the charge and before that shipment is delivered. We will cancel the shipment and refund it in full.
- No minimum commitment. You are never locked into a set number of shipments.
- Price changes. Subscription prices may change. We will email you at least 14 days before any price increase, and you can cancel before it applies.
Damaged, Defective, Incorrect or Missing Items
If your order arrives damaged or defective, is not what you ordered, or is missing items, please contact us at info@trysapura.com as soon as possible, ideally within 15 days of delivery. Include:
- your order number
- a photo of the damage, defect or incorrect item (for missing items, a photo of what you received).
We will respond within 1 business day and offer a replacement or a full refund, whichever you prefer. We cover all shipping costs for replacements. This applies to all orders, not only first purchases, and it does not limit your statutory rights regarding faulty goods.
Shipping & Delivery Issues
Marked as delivered but not received. Carriers sometimes mark a package as delivered up to 24 hours before it actually arrives, so please allow 24 hours before contacting us. If it still hasn’t arrived, contact us within 15 days of the marked delivery date. We will investigate with the carrier. If the investigation confirms non-delivery or is inconclusive, we will send a replacement or issue a full refund.
Lost in transit. If your order has no delivery scan within 21 business days of shipment, contact us. We will reship your order or issue a full refund, whichever you prefer.
Incorrect address. If the carrier delivered to the wrong address through its own error, we will send a replacement or issue a refund once this is verified. If the address entered at checkout was incorrect or incomplete, please contact us right away. We will do our best to help, but we cannot guarantee a replacement or refund once the order has been delivered to the address provided.
Refund Processing
- Refunds are issued to the original payment method.
- We process refunds within 5 business days of approval. Your bank may take a few more days to show it.
- If more than 15 business days have passed since approval and you still don’t see the refund, email info@trysapura.com and we will investigate with our payment processor.
- Guarantee refunds do not include original shipping charges, unless the problem was our error (damaged, defective, incorrect or lost items). This does not apply to cancellations under your statutory right of withdrawal (see below).
Chargebacks & Payment Disputes
Please contact us at info@trysapura.com before filing a dispute with your bank. We resolve most issues within one business day.
Filing a chargeback while we are already processing your refund can delay your money, because the bank freezes the transaction until the dispute is closed. We may restrict future purchases for accounts involved in chargeback abuse.
Fraud & Abuse
We may deny, limit or revoke guarantee claims that we reasonably determine to be fraudulent or not made in good faith. Examples include:
- multiple claims from the same person using different accounts, emails, addresses or payment methods
- repeated patterns of buying and requesting refunds.
This section never limits your statutory rights.
Your Statutory Rights
The 60-Day Guarantee is offered in addition to your rights under applicable consumer law. Nothing in this policy limits those rights.
Right of withdrawal (EU and UK customers)
You may cancel your order within 14 days of receiving it, without giving a reason.
- How to cancel. Send us a clear statement, by email to info@trysapura.com or by post to the address below. You can use the model withdrawal form at the bottom of this page, but you don’t have to.
- Sealed hygiene products. Soap that has been unsealed after delivery cannot be returned for health and hygiene reasons. Unopened products in their original packaging can be returned.
- Returning the products. Send the products back within 14 days of notifying us. You pay the direct cost of returning them, unless the item was damaged, defective or incorrect.
- Refund. We refund all payments received, including the original standard delivery costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the products back, or until you have shown proof that you sent them, whichever comes first. We use the same payment method you used for the original purchase.
Legal guarantee for faulty goods
If a product is faulty or not as described, you are entitled to repair, replacement or a refund under the consumer law of your country, regardless of the guarantee terms above.
Australian customers
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to a replacement or refund, whichever you prefer.
Governing Law
This policy is governed by the laws of the Netherlands. If you are a consumer, you keep the protection of the mandatory consumer laws of your country or state of residence. Nothing in this policy limits those rights.
Changes to This Policy
We may update this policy from time to time. Changes are posted on this page with a new “Last updated” date. Changes never apply retroactively to orders already placed. We email active subscribers about material changes.
Contact
Store Name: Try Sapura
Address: Zinkstraat 24, 4823 AD, Breda, Noord-Brabant, Nederland
Chamber of Commerce: 90189876
VAT: NL004795126B15
Email: info@trysapura.nl
Phone Number: +31 6 26824667