Returns and Refund Policy

Because Sapyen provides healthcare-related goods and diagnostic testing services, this Return and Refund Policy applies to all Products purchased directly from Sapyen through our website and is subject to the terms set out below.

For the purposes of this policy, “Product” refers to the product and/or associated service purchased from Sapyen, as applicable.

By placing an order with Sapyen, you agree to this Return and Refund Policy as part of the terms governing your purchase.

Cancellations and Refunds Before Dispatch

Cancellation requests are subject to Sapyen being able to process the request and stop fulfillment before dispatch. Sending or submitting a cancellation request before the Product is dispatched does not guarantee that the order can be cancelled.

If you send a cancellation request before dispatch but the Product is dispatched before Sapyen is able to review, process and action your request, the order will be treated as having been dispatched and the cancellation will not be processed under this policy.

A cancellation is only confirmed once Sapyen has successfully stopped the Product from being dispatched and has confirmed the cancellation to you.

Where Sapyen is able to process and action your cancellation request before dispatch, we will cancel your order and issue a refund to your original payment method.

Once a Product has been dispatched, the order cannot be cancelled for change of mind and is not eligible for a change-of-mind refund, return, exchange or credit under this policy, including where you no longer require the Product or associated diagnostic testing service. This is because Sapyen Products are healthcare-related diagnostic products that, once dispatched, cannot be returned to saleable inventory or supplied to another customer and may also be subject to expiry, storage, integrity, traceability, hygiene and quality-control requirements.

Nothing in this section excludes or limits any cancellation, refund or other rights available to you under applicable consumer law that cannot lawfully be excluded or limited.

Order Changes, Downgrades and Accidental Purchases

Requests to change, downgrade, substitute or otherwise modify a Product, or to cancel an accidental or duplicate purchase, are subject to Sapyen being able to process the request before the applicable Product has been dispatched. Sending or submitting a request does not guarantee that the order can be changed or cancelled.

Once a Product has been dispatched, the order and Product configuration are final and cannot be downgraded, exchanged or substituted for a lower-priced Product. No refund, partial refund or credit for any price difference will be provided solely because you:

• purchased a Product accidentally;

• selected the wrong Product or testing option;

• made a duplicate purchase;

• subsequently decide that you do not require some or all of the testing or services included with the Product;

• wish to change to a lower-priced Product or testing option; or

• otherwise decide that a different Product would better suit your circumstances.

This applies even where some testing or services associated with the Product have not yet been completed.

Where a duplicate order or charge resulted from an error attributable to Sapyen or its payment systems rather than an order placed or authorised by you, Sapyen will investigate and provide any applicable remedy.

Sapyen may, where operationally possible, allow you to upgrade a Product or add additional testing after dispatch upon payment of the applicable additional charges. Sapyen is not required to permit an upgrade where the Product, biological specimen, laboratory workflow or other circumstances do not allow it.

Nothing in this section excludes or limits any rights or remedies available under applicable law that cannot lawfully be excluded or limited.

Dispatch Timeframes and Delays

Most Sapyen Products are dispatched within approximately 2 business days of an order being placed. This is an average timeframe only and is not guaranteed.

From time to time, operational, logistical, courier, inventory or other circumstances outside Sapyen's reasonable control may affect when a Product is dispatched.

If you wish to cancel an order due to a dispatch delay, your cancellation request must be received and processed before the Product is dispatched.

Once the Product has been dispatched, a delay beyond the average dispatch timeframe does not, by itself, make the order eligible for cancellation or refund.

Delivery Timeframes

Once your Product has been dispatched, delivery times may vary depending on your location, the courier or postal service used, and other circumstances affecting transportation and delivery.

Any shipping or delivery timeframe displayed on our website, during checkout, in an order confirmation or otherwise communicated by Sapyen is an average or approximate timeframe only and is not a guaranteed delivery date, unless Sapyen expressly states otherwise.

Delivery taking longer than an average or approximate timeframe does not, by itself, make an order eligible for cancellation or refund.

If your Product has not arrived or tracking information indicates that there may be an issue with delivery, please contact us at hello@sapyen.co so that we can investigate the shipment and, where appropriate, arrange a replacement Product or other applicable remedy.

If a delivery issue results in a Product being confirmed as lost or damaged in transit, Sapyen will assess the circumstances and, where appropriate, provide a replacement Product or component free of charge.

Delivery, Receipt and Your Responsibilities

For the purposes of investigating delivery claims and maintaining Sapyen's fulfilment records, Sapyen may rely on records provided by the applicable courier or postal carrier as evidence relating to delivery. These records may include delivery scans, tracking information, delivery photographs, signatures, GPS or location information, collection records and other information maintained by the carrier.

Where tracking records indicate that a Product has been delivered, but you advise Sapyen that you have not received it, Sapyen may investigate the circumstances before determining the appropriate remedy. You may be required to reasonably cooperate with that investigation, including by confirming the delivery address, checking with other occupants, reception areas, nominated safe places or collection locations, and providing information reasonably requested by Sapyen or the applicable carrier.

A claim that a Product has not been received does not, by itself, establish that the Product was not delivered or automatically entitle you to a refund or replacement. Sapyen will assess the circumstances using the information reasonably available to it, including order, tracking, carrier, delivery and communications records.

Nothing in this section limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

You are responsible for providing complete and accurate delivery information and for taking reasonable steps to receive or collect your Product.

If delivery cannot be completed because you provide an incorrect or incomplete address, refuse delivery, fail to collect the Product from a nominated collection point, fail to respond to reasonable courier delivery requirements, or otherwise prevent or decline delivery, this does not constitute a failure by Sapyen to dispatch or make the Product available and does not, by itself, create an entitlement to a refund.

Where a replacement or redelivery is required because of circumstances attributable to you, you may be responsible for the cost of the replacement Product or component and/or additional delivery costs.

Where the Product purchased includes analysis of a biological specimen, you are responsible for collecting and returning a suitable biological specimen in accordance with the instructions provided by Sapyen.

Sapyen cannot commence the biological specimen analysis service until the required biological specimen has been received by the laboratory and is available for processing.

If you do not produce or submit a required biological specimen, do not return the specimen to the laboratory, or otherwise elect not to proceed with the biological specimen analysis process after the Product has been dispatched, this does not constitute a failure by Sapyen to provide the associated service and does not create an entitlement to a refund.

Purchase of a Product does not create an indefinite entitlement to biological specimen analysis. Where a Product includes biological specimen analysis, the associated testing service must be initiated using a valid, unexpired Product and completed in accordance with the applicable instructions, expiry periods and other applicable timeframes.

Nothing in this section excludes or limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Material Delays and Updated Timeframes

From time to time, circumstances may result in a material delay outside the average or ordinary dispatch, delivery, laboratory processing or reporting timeframes applicable to a Product.

Where Sapyen becomes aware of a material delay that is outside the ordinary course, Sapyen will use reasonable efforts to notify you and, where possible, provide an updated anticipated timeframe for dispatch, delivery, laboratory processing or delivery of results, as applicable.

Any updated timeframe communicated by Sapyen is provided as an estimate only and does not constitute a guaranteed delivery or completion date.

Sapyen's notification of a revised anticipated timeframe does not, by itself, create a new guaranteed deadline.

Your disagreement with, or decision not to accept, an updated anticipated timeframe does not, by itself, make an order or associated diagnostic testing service eligible for cancellation or refund once the Product has been dispatched.

Nothing in this section limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Returns

Sapyen does not accept returns of Products once they have been dispatched.

Sapyen Products are healthcare-related diagnostic products supplied for use in connection with an individual order and may be subject to product-specific expiry, storage, integrity, traceability, hygiene and quality-control requirements. Once dispatched to a customer, a Product cannot be returned to Sapyen's saleable inventory or supplied to another customer. Accordingly, except where otherwise required by applicable law, Sapyen does not accept returns of dispatched Products, including Products that remain unopened or unused.

Once a Product has been dispatched:

• it cannot be returned for a refund;

• returning an unused or unopened Product does not make the order eligible for a refund;

• Sapyen will not issue a refund solely because you no longer wish to use the Product or associated service;

• a Product should not be sent back to Sapyen unless our team has expressly instructed you to do so; and

• the fact that a Product remains unused, unopened or capable of being physically returned does not mean that it can be returned to Sapyen's saleable inventory or create an entitlement to a refund.

This applies whether or not the Product has been opened or used.

Nothing in this section excludes or limits any rights or remedies available to you under applicable consumer law that cannot lawfully be excluded or limited.

Errors and Failure to Follow Instructions

Refunds are not available where a Product or associated diagnostic testing service cannot be completed, has to be repeated, or cannot produce a valid result as a result of an error by you or your failure to follow the instructions provided by Sapyen.

Where applicable, this may include errors relating to biological specimen collection, handling, storage, packaging, documentation, shipping or failure to comply with the instructions provided with the Product or otherwise communicated by Sapyen.

This may include, without limitation, failure to collect a biological specimen correctly, contamination, incorrect transfer of the specimen, incorrect use of any transport or preservation medium, incorrect storage, failure to package the specimen correctly, incomplete or incorrect documentation, failure to use a supplied return label correctly, failure to arrange or complete return shipment within the instructed timeframe, delay in returning the specimen, or use of an expired Product or component.

Where Sapyen reasonably determines that a test or analysis cannot be processed, cannot produce a valid result or must be repeated as a result of your act, omission, delay, error or failure to follow Sapyen's instructions, you are not entitled to a refund or a free-of-charge replacement.

Where a replacement Product or component is required as a result of an error by you or your failure to follow Sapyen's instructions, Sapyen may offer a replacement Product or component, but you will be responsible for the cost of the replacement Product or component and any applicable delivery costs.

The availability of a replacement will depend on the circumstances of the individual case. An error by you or failure to follow Sapyen's instructions, whether or not a replacement Product or component is offered, does not create an entitlement to a refund.

Product Expiry and Failure to Use the Product

Sapyen Products and components may be subject to expiry dates, use-by dates, storage requirements and other time-sensitive conditions.

You are responsible for using the Product, collecting any required biological specimen and returning that specimen within the applicable Product expiry period and in accordance with the instructions provided by Sapyen.

If a Product or component expires because you do not use the Product, do not collect your biological specimen, do not return your biological specimen, delay completing the testing process, or otherwise fail to complete the required steps within the applicable timeframe, you are not entitled to a refund, credit or free-of-charge replacement.

Where you require a new Product or component because the original Product or component has expired for reasons not attributable to Sapyen, you will be responsible for the cost of the replacement Product or component and any applicable delivery costs.

Expiry resulting from your delay, failure to use the Product or failure to follow the applicable instructions does not constitute a defect in the Product, a failure by Sapyen to provide the Product or a failure by Sapyen to provide the associated diagnostic testing service.

Nothing in this section excludes or limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Claims, Evidence and Verification

Where you make a claim relating to non-delivery, loss, damage, a missing component, an incorrect Product, a defective component, biological specimen transit, or another issue with a Product or associated service, Sapyen may take reasonable steps to verify the circumstances before providing a refund, replacement, credit or other remedy.

Depending on the nature of the claim, Sapyen may reasonably request information or evidence including:

• photographs of the Product, components, packaging and shipping materials;

• photographs showing any alleged damage or defect;

• the shipping label, tracking number or delivery packaging;

• Product, lot, batch, serial or other identifying information;

• identification of the specific component alleged to be missing, damaged or defective;

• confirmation of the delivery address and circumstances of delivery;

• information reasonably requested by the applicable courier, postal carrier or laboratory; and

• retention of the affected Product, component or packaging for a reasonable period where inspection or further investigation may be required.

You must provide information that is accurate and complete to the best of your knowledge and reasonably cooperate with Sapyen's investigation of the claim.

Sapyen may consider all information reasonably available to it when assessing a claim, including Product and kit assembly records, quality-control records, inventory records, Product weights where available, photographic records where available, lot and batch records, order records, courier records, delivery records, laboratory records and previous communications relating to the order.

Where the available evidence reasonably establishes that the Product was correctly supplied or delivered, that the relevant component was included and was not defective when supplied, or that the claimed issue resulted from circumstances attributable to you, Sapyen may decline any discretionary refund, credit or free-of-charge replacement.

If information provided in connection with a claim is materially false, misleading or inconsistent with the available evidence, Sapyen may decline any discretionary refund, credit or replacement and may take reasonable steps to protect against fraudulent or abusive claims.

Nothing in this section requires Sapyen to provide a remedy where no remedy is required under this policy or applicable law, and nothing in this section excludes or limits any statutory right or remedy that cannot lawfully be excluded or limited.

Damaged, Defective or Incorrect Products

Prompt notification assists Sapyen in investigating the issue and preserving relevant courier and fulfilment records.Please inspect your Product promptly after delivery and notify Sapyen as soon as reasonably practicable at hello@sapyen.co if:

• the Product arrives damaged;

• you receive an incorrect Product;

• a component required to use or complete the Product is missing; or

• a required component is damaged or defective.

We will assess the issue and determine the appropriate remedy.

Sapyen may require reasonable evidence of the claimed issue before providing a replacement, refund, credit or other remedy, as described in the Claims, Evidence and Verification section above. Where reasonably practicable, you should retain the Product, all components, packaging and shipping materials until Sapyen has completed its assessment.

Where Sapyen determines following reasonable assessment that a Product was delivered with a required component that was missing or damaged, or an incorrect Product has been supplied, Sapyen will provide the required replacement Product or component free of charge, where appropriate.

Where an issue can reasonably be resolved by providing a replacement Product or component, Sapyen's standard remedy is to provide a replacement rather than a refund, subject to any rights or remedies available under applicable law.

Biological Specimen Transit and 72-Hour Window

This section applies only where the Product purchased includes biological specimen analysis and the applicable Product instructions require that the biological specimen be transported to and received by the laboratory within 72 hours of collection.

Not all Sapyen Products involve biological specimen analysis, and not all biological specimens are subject to a 72-hour transport requirement. You should follow the collection, storage and transport requirements provided for the specific Product purchased.

Where a 72-hour transport requirement applies, the biological specimen must arrive at the laboratory within 72 hours of sample collection.

Sapyen uses express shipping services to minimise transit times. However, courier delays, transportation disruptions, weather events and other circumstances outside Sapyen's reasonable control may affect the time taken for a biological specimen to reach the laboratory.

If a biological specimen subject to a 72-hour transport requirement does not reach the laboratory within that period due to circumstances outside Sapyen's reasonable control, this does not, by itself, qualify the order for a refund.

Where the delay means that the biological specimen can no longer be processed or the analysis needs to be repeated, Sapyen will provide a replacement Product free of charge, where applicable.

The replacement Product is provided to allow the applicable biological specimen analysis service to be completed and does not, by itself, create an entitlement to a refund.

Nothing in this section excludes or limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Biological Specimen Analysis: Laboratory Processing and Reporting Timelines

This section applies only where the Product purchased includes the collection and laboratory analysis of a biological specimen.

The biological specimen analysis service commences once the required biological specimen has been received by the laboratory and is available for processing.

Once the biological specimen has been received by the laboratory, Sapyen will ordinarily send you a notification confirming that the specimen has arrived at the laboratory and is being processed.

This notification confirms that the biological specimen analysis service has been initiated and is actively in progress. The date and time recorded by Sapyen and/or the laboratory for receipt of the biological specimen may be used to establish when performance of the service commenced.

From the time the biological specimen is received and available for processing until the applicable laboratory testing, analysis, review and reporting are completed, the biological specimen analysis service is considered in progress.

For the avoidance of doubt, where the biological specimen analysis service has commenced and remains in progress:

• the fact that a final report has not yet been issued does not, by itself, constitute a failure by Sapyen to perform or provide the service;

• an in-progress biological specimen analysis service does not, by itself, constitute or indicate non-delivery of the service;

• the absence of a completed report while laboratory processing, analysis, review or reporting remains underway does not, by itself, mean that the service has not been provided;

• the service remains actively under performance while the laboratory processes, analyses, reviews or reports on the biological specimen; and

• the service being in progress does not, by itself, make the order eligible for cancellation or refund.

Sapyen and its laboratory partners may maintain records relating to biological specimen receipt, accessioning, processing status, testing, analysis, reporting and notifications sent to you. These records, together with the sample received notification sent to you, may be used to establish that the service has commenced, remains in progress, has been completed or has been delivered, as applicable.

Laboratory processing and reporting timeframes displayed by Sapyen are average timeframes provided as a general indication only. They are not guaranteed completion or delivery dates.

For the biological specimen analysis Products listed below, most patients receive their results within the following average timeframes after their biological specimen reaches the laboratory:

• Core Semen Analysis: approximately 3 working days

• Antisperm Antibody Test: approximately 3 working days

• DNA Fragmentation: approximately 10–12 working days

• Sperm EGT Methylation: approximately 14 working days

• Post Vasectomy Semen Analysis: approximately 3 working days

• Vasectomy Reversal Semen Analysis: approximately 3 working days

These average processing timeframes begin when the biological specimen is received by the laboratory. They do not begin when:

• the order is placed;

• the Product is dispatched;

• the Product is delivered to you;

• you collect or produce your biological specimen; or

• you send your biological specimen to the laboratory.

Actual processing and reporting times may be shorter or longer than the average timeframes above due to laboratory requirements, biological specimen characteristics, operational circumstances or other factors.

A result or report taking longer than the average processing or reporting timeframe does not, by itself, make the order or biological specimen analysis service eligible for cancellation or refund.

If Sapyen determines that a laboratory processing or reporting error means that an analysis needs to be repeated, Sapyen will provide a replacement Product free of charge, where applicable.

A laboratory processing or reporting issue that can appropriately be resolved through repeat analysis and a replacement Product does not, by itself, create an entitlement to a refund, except where applicable law requires a different remedy.

Completion and Delivery of a Biological Specimen Analysis Service

This section applies only where the Product purchased includes the collection and laboratory analysis of a biological specimen and the provision of a resulting report.

The biological specimen analysis service is considered completed when the applicable laboratory testing, analysis and reporting have been completed and the resulting report has been issued.

The biological specimen analysis service is considered delivered or received when the report is:

• sent or otherwise made available to you; or

• where applicable, sent or otherwise made available to the clinic, healthcare provider or other authorised recipient nominated to receive your results.

Where a Sapyen report has been sent electronically or otherwise made available to the applicable recipient, the recipient is not required to open, read, acknowledge or download the report for the biological specimen analysis service to be considered delivered or received.

Records showing laboratory receipt and processing of the biological specimen, completion of laboratory testing, issuance of the report, electronic transmission of the report or availability of the report may be used by Sapyen to establish the commencement, progression, completion and delivery of the biological specimen analysis service.

Delivery of Biological Specimen Analysis Results

This section applies only where the Product purchased includes a biological specimen analysis service for which a report is issued.

Depending on how your Product was ordered or referred, your results may be delivered either:

• directly to you; or

• to the clinic, healthcare provider or other authorised recipient associated with your referral.

If you were referred by a clinic or healthcare provider that has requested to receive your results directly, your report may be sent to that clinic or healthcare provider rather than directly to you.

Where a referring clinic, healthcare provider or other authorised party is the nominated recipient of the report, delivery of the report to that recipient constitutes delivery of the report for the purposes of the biological specimen analysis service.

Change of Mind

Sapyen does not provide refunds, returns, exchanges or credits for change of mind once a Product has been dispatched, except where otherwise required by applicable law.

Sapyen Products are healthcare-related diagnostic products supplied for use in connection with an individual order. Products may be subject to expiry, storage, integrity, traceability, hygiene and quality-control requirements and, once dispatched, cannot be returned to Sapyen's saleable inventory or supplied to another customer. Sapyen also incurs fulfilment and other costs in preparing and supplying the Product and associated service.

Accordingly, once a Product has been dispatched, a change in your circumstances or decision not to use the Product does not create an entitlement to a refund, return, exchange, credit or free-of-charge replacement.

This includes circumstances where, after dispatch, you:

• decide that you no longer wish to use the Product or complete an associated test or analysis;

• decide that you no longer require the associated service;

• purchase another product or testing service elsewhere;

• experience a change in your personal circumstances; or

• otherwise decide not to use the Product.

This applies whether the Product remains unopened, unused or within its expiry period. The fact that a Product has not been used does not make it eligible for return or refund.

Replacement Products

Where an issue with a Product or component, delivery of the Product, laboratory processing, reporting or another applicable part of the service can appropriately be resolved through a replacement, Sapyen may provide a replacement Product or component following assessment of the circumstances.

The cost of the replacement will depend on the cause of the issue:

• Error or failure to follow instructions: Where a replacement Product or component is required as a result of an error by you or your failure to follow the instructions provided by Sapyen, you will be responsible for the cost of the replacement Product or component and any applicable delivery costs. This does not entitle you to a refund or free-of-charge replacement.

• Expired Product: Where a Product or component expires because you do not use it, delay completing the testing process or otherwise fail to complete the required steps within the applicable timeframe, you will be responsible for the cost of any replacement Product or component and any applicable delivery costs. Expiry in these circumstances does not entitle you to a refund, credit or free-of-charge replacement.

• Missing or damaged component: Where Sapyen determines following reasonable assessment that a Product was delivered with a required component that was missing or damaged, Sapyen will provide the required replacement Product or component free of charge, where applicable.

• Incorrect Product: Where Sapyen determines following reasonable assessment that Sapyen supplied a Product different from the Product ordered, Sapyen will provide the correct Product free of charge, where applicable.

• Laboratory processing error: Where the Product purchased includes biological specimen analysis, if a laboratory processing error means that the analysis cannot be completed or must be repeated, Sapyen will provide a replacement Product free of charge, where applicable.

• Biological specimen transit delay: Where the Product purchased includes biological specimen analysis that is subject to a 72-hour transport requirement, if the biological specimen does not arrive at the laboratory within the required period due to courier delays or other circumstances outside Sapyen's reasonable control, and the delay means the specimen cannot be processed or the analysis must be repeated, Sapyen will provide a replacement Product free of charge. This does not, by itself, qualify the order for a refund.

• Delivery error: If a delivery issue results in a Product or, where applicable, a biological specimen being confirmed as lost or damaged in transit and a replacement is required, Sapyen will provide a replacement Product free of charge, where applicable.

• Claimed non-delivery: Where you report that a Product has not been received, Sapyen may investigate the delivery before providing a replacement or other remedy. Sapyen may consider courier tracking, delivery scans, photographs, signatures, GPS or location data, delivery-address information and other reasonably available records. Where the Product is confirmed as lost or not delivered, Sapyen will provide the applicable remedy. Where the available evidence reasonably establishes delivery, Sapyen is not required under this policy to provide a discretionary refund or free-of-charge replacement, subject always to applicable law.

Sapyen will determine the cause of the issue based on the information reasonably available to it, including laboratory, order, courier, delivery and communications records where applicable.

Providing a replacement Product or component does not constitute an admission that the original Product or associated service was defective and does not, by itself, create an entitlement to a refund.

Where a replacement Product or component is provided, the replacement is intended to allow the applicable Product or associated service to be used or completed.

Bundled Products and Partial Refunds

Some Sapyen Products are sold as bundles that include multiple diagnostic tests, assays, analyses, Products or associated services for a single bundled purchase price.

Where you purchase a bundle and Sapyen is unable to perform or provide one of the tests, assays, analyses or services included in that bundle, you will be entitled to a refund of the amount attributable to the affected test, assay, analysis or service within the bundle.

The amount refunded will be based on the value allocated to the affected test, assay, analysis or service as part of the bundle at the time of purchase. Because bundled Products may be sold at a discount compared with purchasing each component separately, the refundable amount may be different from the standalone retail price of that test, assay, analysis or service.

The inability to perform or provide one component of a bundle does not, by itself, entitle you to a refund of the entire bundle where the remaining Products, tests, assays, analyses or services have been supplied, performed, commenced or remain capable of being provided.

Accordingly, where only part of a bundle cannot be provided, any refund will be limited to the amount attributable to the affected component of the bundle. The remaining portion of the bundle remains subject to this Return and Refund Policy.

Nothing in this section excludes or limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Subscription and Recurring Purchases

Where you purchase a Product through a subscription, membership, recurring testing plan or other arrangement under which Products are supplied periodically, each Product dispatched under that arrangement is treated as having been supplied for the purposes of this Return and Refund Policy.

Once a Product or test kit relating to a subscription order has been dispatched, the amount charged for that dispatched Product is not eligible for cancellation or refund for change of mind, including where you subsequently cancel the subscription or decide that you no longer require the Product or associated testing service.

Cancellation of a subscription applies only to future Products that have not yet been dispatched, subject to the applicable subscription terms and Sapyen being able to process the cancellation before fulfilment occurs.

Submitting a subscription cancellation request does not guarantee cancellation of a Product that is already being processed for fulfilment. If the Product is dispatched before Sapyen is able to process and action the cancellation request, that Product will be treated as dispatched and will not be eligible for a change-of-mind refund.

Cancelling a subscription after a Product has been dispatched does not retrospectively cancel that Product, reverse the applicable subscription charge or create an entitlement to a refund, return, exchange or credit for that Product.

Nothing in this section excludes or limits any rights or remedies available under applicable consumer law that cannot lawfully be excluded or limited.

Approved Refunds

Where a refund is approved under this policy, it will be issued to the original payment method used for the purchase.

Once the refund has been processed by Sapyen, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Your Statutory Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or modify any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

Where applicable consumer law provides you with rights or remedies that are additional to or inconsistent with this policy, those statutory rights and remedies will apply.

Contact Us

For questions regarding cancellations, refunds, replacements, delivery issues or problems with your Product or associated service, please contact:

hello@sapyen.co

Effective Date: 19 August 2026