Refund policy

1. Returns & Exchanges

1.1 Wholesale Orders (B2B)

All wholesale purchases of Soap Envelope® products (including but not limited to case packs, bulk orders, and orders placed under wholesale, distributor, or reseller terms) are considered final sale.

  • No returns, exchanges, or refunds are accepted for wholesale orders, except where required by applicable law.
  • It is the responsibility of the wholesale customer to inspect goods upon receipt and promptly notify us of any issues required by law (e.g. damaged or mis-shipped items) within a reasonable timeframe.

1.2 Consumer / Direct-to-Consumer Orders (B2C)

Due to the nature of bath and personal care products, we can only accept returns of unused products in their original, unopened packaging.

  • Products that have been opened, used, partially used, washed, or otherwise removed from their original packaging are not eligible for return or refund.
  • To be eligible for a return, items must be:
    • Unused and in resellable condition, and
    • In the original, intact packaging with all labels, inserts, and accessories included, and
    • Purchased directly from our official Soap Envelope® store or website.

1.3 Return Process

If you believe your order qualifies for a return under the terms above, please contact us before sending anything back. Returns sent without prior authorization may be refused.

  • Return shipping costs are the sole responsibility of the customer.
  • Soap Envelope® does not provide prepaid return labels.
  • Original shipping charges (if any) are non-refundable, except where required by law.
  • We reserve the right to inspect returned items and to refuse or reduce refunds if items are not received in acceptable condition (e.g. used, damaged, or missing components).
  • Product must be returned within 30 days of receipt in unopened original packaging to be eligible for refund.

1.4 Damaged, Defective, or Incorrect Items

If you receive a product that is damaged in transit, defective, or not what you ordered, please contact us as soon as reasonably possible with your order number and photos of the issue. We will work with you in good faith to find an appropriate resolution in accordance with applicable law (which may include replacement, store credit, or refund at our discretion).