Refund Policy
Sacred Heart Soap Refund & Exchange Policy
We accept returns within 5 days of you receiving the product (we go by the tracking number delivery date) and will issue refunds if the product has barely been used. We can process exchanges if the product has not been used. Exchanges are subject to product availability. For details, please read on.
REFUNDS
We are a small, one-person operation. We shouldn't refer to ourselves as "we", in fact. It's just me making soap in my basement kitchen and trying not to feel like I'm reenacting the final scenes of the series finale of Breaking Bad… but with soap batches.
Though our soaps are premium, handcrafted, and a bit pricey, the shipping cost(s) associated with returns and refunds can cause the purpose of returns and refunds to lose their point. For example, if you want a refund for a $13 bar of soap, but have to pay $4 - $6 to ship the soap back to us in order for us to process your refund, then we all have to ask ourselves, what are we really accomplishing here?
Our system for processing and issuing refunds is as follows:
1. Contact us at customerservice@sacredheartsoap.com with the order number, the name of the item you want refunded, and the reason for the refund. Provide your telephone / cell phone number in addition to the email address where we can reach you. We will reply as soon as we can, likely same-day, but please allow for about 3 days for a response (sometimes we do three-day-weekend craft fairs and don't check email).
2. We may have further questions about the reason for the refund; and we may ask for photos and / or to have a phone call about the product(s) issue(s). The reason for this is that we are not going to ask you to ship us the product(s) back if we determine that a refund is in order.
3. If the refund is approved, we will submit the refund, but it could take up to 7 business days to post within your bank account.
Acceptable reasons for a refund:
1. The product(s) are damaged, broken, or otherwise unusable.
Unacceptable reasons for a refund:
1. You don't like the product(s) due to them having a stronger or weaker scent that you anticipated, brighter or fainter color than you anticipated, bigger or smaller than you anticipated (please see the product dimensions on the product pages so you know what you'll be getting!) or some other reason that causes you to just not like the product(s). If this is the case, we're very sorry to hear it and we will understand if you don't place another order with us. And we will use your feedback constructively as we continue to produce soap and other Sacred Heart Soap products.
EXCHANGES
We can process exchanges if we hear from you within 5 days of you receiving the product (we go by the tracking number delivery date). We can process exchanges if the product has not been used. Exchanges are subject to product availability.
Our system for processing and issuing exchanges is as follows:
1. Contact us at customerservice@sacredheartsoap.com with the order number, the name of the item you want to return, the name of the item you would like instead, and the reason why you would like an exchange. The item you want to return and the item you want instead must be the same, or at least the same price. Provide your telephone / cell phone number in addition to the email address where we can reach you. We will reply as soon as we can, likely same-day, but please allow for about 3 days for a response (sometimes we do three-day-weekend craft fairs and don't check email).
2. If an exchange is granted (subject to product availability), then you will pay to ship the unwanted item to Sacred Heart Soap at the mailing address we will provide.
3. Once we receive the item, we will make sure that it is not damaged, broken, used, etc. If the item is sellable, then we will ship you the item you asked for at our expense.
Acceptable reasons for an exchange:
1. You don't like the product(s) due to them having a stronger or weaker scent that you anticipated, brighter or fainter color than you anticipated, bigger or smaller than you anticipated.
2. Sacred Heart Soap shipped you the wrong product, and instead of getting a refund and re-ordering, you would like to do an exchange and ship us the incorrect product.
Unacceptable reasons for an exchange:
1. The product(s) arrived after the special event they were intended for, i.e. Christmas, holidays, birthdays, and other events.