Return & Refund Policy

Returns:  Returns must be authorized by our customer service representatives and are only permitted within 30 days of receipt of an order. All returns must be unused, in their original packaging, and in a condition suitable for resale. All packaging must be returned in its entirety to qualify for credit. Returning product will be the responsibility of the customer. No consideration will be made for a product not returned unless deemed. When returning product, any shipping or fees are the sole responsibility of the customer. If the product return is not due to our error or product damage, we also reserve the right to charge a 15% restocking charge to compensate for having to process and accept the returned goods. If a return is due to an error on our part please discuss the matter with one of our customer service representatives as we can then determine the best method to return the goods. 

To start a return, you can contact us at info@soapandmore.ca. We will reply with the the next steps. When shipping a return, we ask that you mark the order number on the outside of the box, and use the address below:

Soap&More Return

3830 7th Street S.E

Calgary, AB

T2G 2Y8

Cancelled Orders:  If you choose to cancel your order after we have started fulfilling it, we reserve the right to charge a 15% restocking fee which will be deducted from your refund. Cancelled palletized orders are subject to 30% restocking fee which includes the 3% transaction fee.

Missing/Defective/Damaged:  Please inspect your order upon reception and contact us immediately if the item is defective, or if you receive the wrong item(s) so that we can make it right. If your order is damaged or lost, and you did not opt-in for route protection, please email us with pictures and details. We will then file a claim with the courier. As this can take weeks, your patience and understanding will be appreciated. Please keep in mind we cannot approve a refund or replacement over $100 value and not until the claim has been approved. 

Exceptions / Non-Returnable items:  Certain types of items cannot be returned, such as custom products (such as special orders or personalized items), and personal care goods (such as ready-to-use base products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We do not offer returns on books, final sale, liquidation, clearance, or discontinued items, as well as on special orders.

Exchanges:  If a shipping order, The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If a pick-up order, exchanges can easily be completed in-store.

Refunds:  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account. Also please note, you will be refunded for your items minus your original shipping costs. Orders paid by Sezzle will have a 6% transaction fee withheld. Orders paid by e-transfer are not subject to the fee as we do not incur any non-refundable transaction fees. 

If an item is out of stock or there is an error on our side we will refund to your original method of payment with no transaction fee. 

If a discount code is missed during checkout, we will refund the difference to your original method of payment with no transaction fee. 

If you are overcharged shipping, we will refund you the difference.

Received Your Order Over 30 Days Ago?: All returns passed the 30-day timeline will be dealt with on a case-by-case basis. In these cases, we may also ask for a 15% restocking fee. Your understanding and cooperation are much appreciated.

*Formulators*

When purchasing new to you ingredients for formulations, we will not be held liable for replacement cost of finished products where the ingredient does not meet your needs, this includes new batches.  Always smell and test the new ingredient prior to master batching.  We are only responsible for our ingredients. 

• Credit on a partly used product will be dealt with on a pro-rated calculation
• Each customer will be assessed on a case by case basis.
• No merchandise may be returned without prior confirmation.

All items sold on our web pages accurately reflect their current standards and specifications. However, each item depicted or described herein is not necessarily suitable for every kind of use, therefore, unless otherwise stated in the writing, the seller makes no warranty that the goods depicted or described herein are fit for any particular purpose. All other warranties, whether expressed or implied, including any warranty of merchant-ability and fitness for a particular use, are expressly disclaimed.