At SOAPY, we take great pride in handcrafting our natural bath and body products with love and care. Due to the personal and hygienic nature of our items, we have established the following policy to ensure the safety of all our customers while complying with consumer protection laws.

Returns

Because our products are personal care items, we cannot accept returns once the product has left our facility. This ensures that every item you receive is fresh, sanitary, and has never been handled by another consumer.

Refunds & Exchanges

Your satisfaction is our priority. While we do not accept returns, we will gladly offer a refund or a replacement in the following instances:

  • Damaged Items: If your order arrives damaged during transit, please contact us within 48 hours of delivery with a photo of the damaged product and the original packaging. If the damage is the result of poor handling by the carrier (USPS, UPS, FedEx, etc.), we will assist you in filing a formal claim with the transportation company. Please note that a claim must be initiated before a refund or exchange is issued.

  • Incorrect Items: If you received the wrong item, let us know immediately so we can send the correct product to you at no additional cost.

  • Defective Products: If there is a verified quality issue with your batch, we will issue a full refund or exchange.

Stolen Packages

As a small business, we are responsible for your package until it is marked as “Delivered” by the carrier. We do not offer refunds or replacements for packages that have been stolen after a successful delivery has been confirmed. We recommend using a secure delivery location or tracking your package closely to ensure a safe arrival.

Cancellations

As a small, one-person business, we often begin processing and packing orders quickly. If you need to cancel an order, please contact us within 2 hours of placement. Once an order has been shipped, it can no longer be canceled.

Non-Refundable Situations

We are unable to offer refunds for:

  • Personal scent preferences (scent is subjective, and we provide detailed descriptions for every item).

  • Minor botanical/color variations (since we use natural ingredients, colors and textures may vary slightly between batches).

  • Items purchased through third-party retailers.

How to Start a Claim

To report an issue with your order, please contact us with your order number and any relevant photos. We aim to respond and resolve all issues within 3-5 business days.

Thank you for supporting a small, local business and for choosing natural care for your skin.