Updated October 27, 2021:
Cancelling an order or removing items from an order
Online Orders:
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.
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. 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:
ReturnsHas 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.
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.
If you have questions regarding returns, please contact us by email at info@windypointsoap.com