Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, the item must be:

  • Accompanied by proof of purchase.
  • Accompanied by a clear description or photo of the defect or damage.

Because our soaps are personal care and hygiene products, we are unable to accept returns simply because you have changed your mind once a bar has been opened or used. We understand that a defective bar can only be identified once opened — if your soap arrives damaged, or reveals a defect during use such as an unusual texture, abnormal scent, or formulation issue, please contact us within 30 days of delivery. Each claim will be assessed on a case-by-case basis.

Certain items cannot be returned, including:

  • Opened bars that are not defective.
  • Custom or personalised products.
  • Sale items or gift cards.

How to Initiate a Return

To start a return, please contact our support team. Returns must be pre-approved, and items sent without prior approval will not be accepted.

If your return is accepted, you will receive return instructions and a free return shipping label via email for defective or damaged items. For change-of-mind cancellations within the 7-day cooling-off period, return shipping costs are the responsibility of the customer.

Damages & Issues

Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.

Exchanges

We are happy to exchange defective or damaged items. Contact us and we will arrange a replacement once the original item has been returned and assessed.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 5 business days. If approved, refunds will be processed to the original payment method within 10 business days. Banks or credit card companies may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us.

Consumer Protection Act (CPA) Compliance

This policy aligns with South Africa's Consumer Protection Act (CPA). Customers are entitled to refunds or replacements if goods are defective, not fit for purpose, or do not match their description. Faulty items may be returned within six months for a repair, replacement, or refund, subject to an assessment.

Cooling-Off Period for Online Purchases

For change-of-mind cancellations, in accordance with South African e-commerce laws, consumers who purchase items online have a 7-day cooling-off period to cancel their order and receive a full refund, provided the item is returned in its original, unused and unopened condition. Return shipping costs during the cooling-off period are the responsibility of the customer.

For any further questions, please reach out to our support team.