Refund policy
Conscious consumption
At Sapiens we believe in conscious consumption.
Return period
You have 30 calendar days from receipt of your order to request an exchange or a return.
Stock and clearance items have 14 calendar days from receipt of the order, in line with the statutory withdrawal period.
Product conditions
For a return or exchange to be accepted, the item must meet all of these conditions:
- No signs of use
- With original labels
- With the original packaging
- In perfect condition
Shoes must be returned:
- Without wear marks on the sole
- Without creases, scratches or deformations
- Tried on indoors only
For hygiene and safety reasons, returns of footwear worn outdoors or showing signs of use will not be accepted.
If the item shows signs of use, Sapiens reserves the right to refuse the return or apply a proportional depreciation of its value.
Shipping costs
Shipping conditions are indicated during the checkout process.
Size exchanges:
- The first size exchange is free within Spain.
- Items from the stock sections are excluded: in those cases, exchange shipping costs are always borne by the customer.
- From the second exchange onwards, shipping costs are always borne by the customer.
- Exchanges are subject to stock availability.
Returns:
- Return shipping costs are borne by the customer.
- In case of an error or a defective product, Sapiens will cover the costs.
- For orders shipped outside Spain, shipping costs for exchanges and returns are always borne by the customer.
- For returns within Spain, the return label costs €7.95, which is deducted from the refund.
Defective products or errors
Exceptions and non-returnable items
For online purchases, returns are not accepted for the following items:
- Personalised or made-to-measure products.
- Hygiene or personal-use items (such as socks) once the seal or packaging has been opened.
- Gift cards.
Stock and clearance items retain the 14-day right of withdrawal established by European regulations. What they do not include is the free size exchange: for these items, exchange shipping costs are always borne by the customer.
For purchases made in the physical store, items from the stock and clearance sections cannot be exchanged or returned.
Exchanges
- Request a return of the current item
- Place a new order once the return is accepted
Right of withdrawal (European Union)
Refunds
To start a request, contact us at hola@sapiensbarefoot.com stating your order number. Once approved, we will email you the return label. Returns sent without prior authorisation will not be accepted.
Returns address:
Sapiens Barefoot
Carrer Joan Lliteres, 15
07500 Manacor
Illes Balears, Spain
Once your return is received and inspected, we will notify you of the refund status. If approved, the refund will be issued to the same payment method within approximately 10 working days. Timeframes may vary depending on your bank or card issuer.
If more than 15 working days have passed since the refund was approved, contact us at hola@sapiensbarefoot.com