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Returning an item/Cancelling an order/Refunds

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.

All USA orders are refunded back to original method of payment with the transaction fee only.

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. We will refund the cost of shipping if the product has been deemed faulty after being sent back. A shipping labelled may be provided if we are sent pictures showing the fault/damage.

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. 

All USA orders are refunded back to original method of payment with the transaction fee only.

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.

Refunds - online and retail store:

If an item is out of stock or there is an error on our end 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 a gift card only.

If you are overcharged shipping we will refund you the difference to a gift card only.

All USA orders are refunded back to original method of payment with the transaction fee only.

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