Refund policy
Ordering from a new shop shouldn't feel like rolling a natural 1. We want you to feel confident giving our products a try while keeping things fair for our small shop.
30-Day Returns & Exchanges
Products may be returned for a refund or exchange within 30 days of delivery as long as the original protective seal is completely intact.
We’ll cover the cost of return shipping. Original shipping charges are non-refundable.
To start a return or exchange, contact us with:
- Your name
- Your order number
- The item being returned
- A brief description of the issue or reason for the return
We’ll provide return instructions and a prepaid shipping label.
Once the item has been received and inspected, we’ll process the requested refund or exchange. Refunds are issued to the original payment method.
Opened Products
Because our products are personal-care items, we cannot accept returns once the protective seal has been broken.
A broken seal means the product is considered opened and is no longer eligible for a standard return, refund, or exchange.
This helps us ensure that every product we send out is fresh, safe, and untouched.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, leaking, defective, or contains the wrong item, that's on us.
Contact us with your order number and a photo of the affected product and, when relevant, the shipping packaging.
We'll review the issue and make it right with an appropriate replacement or refund at no additional cost to you.
Please don't send damaged or incorrect products back unless we ask you to.
Bundles
Bundles follow the same 30-day return policy as individual products.
To qualify for a refund or exchange, every item in the bundle must be returned with its original seal intact.
If only one item in a bundle arrives damaged, defective, or incorrect, you do not need to return the entire bundle. Contact us and we'll take care of the affected item.
Keeping Things Fair
We want our return policy to be generous while still keeping things fair for everyone.
Blackwater Soap Guild reserves the right to limit or deny refunds, exchanges, replacements, or future return privileges in cases of suspected fraud, repeated misuse of this policy, excessive or unusual return activity, or other attempts to abuse the return process.
Every Situation Is Different
Policies are helpful, but not every situation fits neatly into one.
If something has happened with your order and you're unsure whether it falls under the guidelines above, reach out to us anyway.
Tell us what happened and give us a chance to help. While we can't promise a particular outcome in every situation, we'll always review the circumstances and do our best to find a fair solution.
Need Help?
To start a return, exchange, or report an issue with your order, contact us through our Contact page or email support@blackwatersoapguild.com.
We'll take it from there.