Refund policy

Your satisfaction is our goal and we truly believe you’ll love our products, but we understand that sometimes things happen outwith our control. For those instances, here's our returns and refunds policy.

Returns

Unfortunately, due to the nature of our goods, we do not accept returns of any of our products under any circumstances. If you're unsatisfied with your product, please contact hello@bowenislandsoapco.com and we'll be happy to discuss your concerns.


Refunds (if applicable)

We offer refunds if your product was faulty or there has been a processing mistake but ask that you let us know what the issue was so we can avoid this happening in future.

We do not offer refunds on special orders e.g., gift items, custom orders, manually invoiced items etc.

If an item is damaged during the shipping process, we will ask you for clear photographs to be emailed to us of the damaged item(s) including photographs of the original shipping materials so that a claim can be processed with Canada Post, prior to issuing a refund if applicable.

Once your refund request is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed. A credit will automatically be applied to your credit card or original method of payment, within 30 days.

Please note, we will not issue a refund for misdelivered / returned packages. If your package is returned to us due to being misaddressed, not being picked up after Canada Post have left a pickup card / reminders or another reason that is outwith our control we will contact you a maximum of 2 times via the email address you provided to offer to resend your package out to you at the purchaser's expense. If you do not respond to our emails within 2 weeks of our final email, we will consider the matter closed and no further action will be taken.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then please contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@bowenislandsoapco.com

Sale items (if applicable)
Only regular priced items may be refunded. Sale or discounted items will not be refunded.

Exchanges (if applicable)
We only replace items if they are defective. If you need to exchange it for the same item, send us an email at hello@bowenislandsoapco.com along with a photograph and description of the issue with that item so we can try and avoid the same issue happening again in future. 

Please note, you will be responsible for covering the shipping cost if you’d like an exchange. Bowen Island Soap Co. does not accept responsibility for issues / damage occurring during shipping.

Shipping
Unfortunately, due to the nature of our goods, we do not accept returns of any of our products under any circumstances. Please do not send any products back to us, the manufacturer.

You will be responsible for paying for any additional shipping costs for exchanges. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you have any questions regarding this policy please email us at hello@bowenislandsoapco.com