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Returning an item/Cancelling an order

Updated October 27, 2021:

Cancelling an order or removing items from an order

Online Orders:

Orders picked, packed, and/or ready for shipping (the dates listed on the blue banner at the top of the webpage):

Orders that have been prepared for shipping, either waiting for a shipping label or a shipping label has already been created, are subject to a 20% restocking fee which includes the transaction fee outlined below.

We can refund the order to a gift card that will be emailed to you. The refund may still be subject to a 20% restocking fee.

Orders in queue for picking:
Orders that have not yet been picked will have 3% of the total dollar amount paid withheld which is the Credit Card/PayPal transaction fees that we are not able to recover as neither PayPal nor our credit card processor refund the transaction fees we are charged when a payment is made.  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.

Cancelled palletized orders are subject to 30% restocking fee which includes the 3% transaction fee.

To avoid the transaction fee being withheld, we can refund the order to a gift card that will be emailed to you. The refund may still be subject to a 20% restocking fee.

Returning an item

Online Orders:

Order has been shipped and delivered - 

Returns must be authorized by our Operations team and are not permitted after 30 days from shipping date. You must be given a Return Code before sending an item back.

We require faulty/damaged products to be returned to us for further investigation. With the cost of shipping either being refunded or a shipping labelled being provided.

If the product is being returned to us for reasons other than product damage or our error, we reserve the right to charge a 20% restocking fee to cover our costs of processing and restocking the returned goods and we will not cover the cost of shipping. If the 20% restocking fee is waived, the 3% or 6% transaction fee will be withheld. These products must also be returned unused/unopened in resalable condition and in their entirety including lot size purchased (i.e.- 4 dozen, 7 dozen).

We can refund the order to a gift card that will be emailed to you. The refund may still be subject to a 20% restocking fee.

If you choose to remove an item(s) from an order or cancel an order that is already packed for shipping, it may be subject a 20% restocking fee.

Please send returns to:

Returns
Windy Point Soap Making Supplies
14, 6125 12 Street SE
Calgary, Alberta T2H 2K1

Has not been shipped -

If your order hasn't been shipped and you would like to remove items from your order it will be subject to the 3% or 6% transaction fee. To avoid the transaction fee being withheld, we can refund the order to a gift card that will be emailed to you. 

Retail Store:

Returns must be authorized by our Store Manager and are not permitted after 30 days from purchase*. All returns must be unused, in their original packaging**, and in a condition suitable for resale. Return may be subject to a 20% restocking fee.

Gift cards will be issued for all Retail Store refunds.

*Some exceptions apply and must be authorized by the Operations team. 

**Some examples of items we cannot accept back:
 - purchased 4 dozen bottles - must return all 4 dozen. 
 - Liquids/oils purchased in smaller quantities combined into a larger bottle.

Pick up orders are held for 14 days. If orders are not picked up after 14 days, they are subject to cancellation and a 20% restocking fee. Please make arrangements with our retail staff if you are not able to pick up within the 14-day period.

 

If you have questions regarding returns, please contact us by email at info@windypointsoap.com

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