Refund policy
Returns and refunds policy
We have a 30 working day return policy, which means you have 30 days from receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as you received it, not consumed or unopened, with labels and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact our team at contact@saucback.com and explain the reason for your return.
If your return is accepted, we will email you a return label to print and stick on your parcel before dropping it off at a pickup point or post office.
Items sent back without first requesting a return will not be accepted.
You can always contact us with any return questions at contact@saucback.com.
Return costs
We cover return shipping costs for 30 days from receipt of the order.
There is no restocking fee.
Specific return and refund conditions
- Change of mind: If you change your mind after purchase, you can return the product within 30 working days, provided it is unused, undamaged and in its original packaging.
- Defective items: If you receive a defective product, contact our customer service immediately, ideally within 48 hours, for instructions. Saucback.com will cover return costs within 30 working days and provide a replacement or a refund.
- Damaged items: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover return costs if necessary.
- Wrong product received: If you receive the wrong product, contact us within 48 hours and we will cover return costs and make sure you receive the right product.
- Product not received: If your product never arrived, contact us within 48 hours so we can open an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement.
- Cancellation after ordering: You can cancel your order before it ships. If the order has already shipped, follow the return procedure once you receive the product.
Damaged or defective items
When you receive damaged or defective items, contact our customer service ideally within 48 hours, or as soon as you notice a problem if that is not possible. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Undamaged items
You can return an undamaged, unused product within 30 working days. Make sure it is in its original packaging.
This does not apply to personalised items.
Exchanges
Exchanges are accepted. The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Time limits
- Return period: Returns must be reported and shipped within 30 working days of receiving the product.
- Refund period: The refund will be processed within 30 working days of receiving and inspecting the returned item. You will receive a confirmation email.
- Refund conditions: A refund is approved if the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund method: Refunds are made to the payment method used for the purchase.
Return address at our logistics partner
Entrepôt frigorifique des Volcans
Rue Julien Champclos, Zac de Fontanille,
63370 Lempdes, France
Questions?
We answer all requests within 24 hours.
Trade name: Hugo
Legal form: S.A.S. (French simplified joint-stock company)
Phone: +33 6 49 50 37 59
Email: contact@saucback.com
Address: 49 rue Jean Moulin, 63960 Veyre-Monton, France
SIREN: 937766947
SIRET: 93776694700017
VAT number: FR56937766947
NAF/APE code: 4791B
Activity: Distance selling via specialised catalogue
Business area: Commercial
Customer service hours: Monday to Friday, 8 am to 6 pm; closed on Saturdays, Sundays and public holidays
Contact us: https://saucback.com/en/pages/contact
FAQ: https://saucback.com/en/pages/faq
Order tracking: https://saucback.com/apps/parcelpanel