Refund policy
Buffaloberry Soap Company Ltd. Return & Refund Policy
At Buffaloberry Soap Company, we take pride in the quality and craftsmanship of our handmade bath products. Due to the personal and hygienic nature of our items, we have established the following policy:
1. Returns & Exchanges
- Unopened Products: We accept returns on unopened, unused products in their original packaging within 14 days of delivery or pickup.
- Hygiene Standards: For safety reasons, we cannot accept returns or offer refunds on any product that has been used, unwrapped, or had its seal broken.
- Scent Preference: We understand that scent is subjective; however, we cannot offer refunds based on personal scent preference.
2. Damages and Issues
Please inspect your order upon receipt. If an item is defective, damaged, or if you receive the wrong item, contact us at BuffaloberrySoapCompany@gmail.com within 48 hours. We will evaluate the issue and make it right via replacement or a full refund.
Please inspect your order upon receipt. If an item is defective, damaged, or if you receive the wrong item, contact us at BuffaloberrySoapCompany@gmail.com within 48 hours. We will evaluate the issue and make it right via replacement or a full refund.
3. Shipping & Delivery Fees
- Local Delivery (Regina): If a return is approved, the customer is responsible for dropping the item off in accordance with Clause 5 Local Exchange & Pick-Up Option or paying a secondary pickup fee.
- Mail Orders: Customers are responsible for return shipping costs. Items must be shipped back in protective packaging to ensure they arrive undamaged.
4. Refunds
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days.
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days.
5. Local Exchange & Pick-up Option
This clause encourages local customers to resolve issues without incurring extra shipping or delivery costs.
- Free Local Exchanges: To avoid return shipping or pickup fees, Regina-based customers may exchange unopened, unused products in person.
- Farmers' Markets: You can find us at various local markets throughout the year which are published on our various social media, news letter and blog posts. Please contact us at least 48 hours in advance so we can bring your replacement item to the market.
- Condition: All in-person exchanges must meet our standard "unopened and unused" criteria and be accompanied by a digital or paper receipt.
6. Custom & Wholesale Orders
Custom and bulk orders require a different approach because they are made-to-order and often involve a significant investment of time and materials.
- Custom Orders: Due to the personalized nature of custom soaps (specific scents, shapes, or branding), these items are Final Sale and cannot be returned, exchanged, or cancelled once production has begun.
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Wholesale Orders:
- Final Sale: Wholesale orders are final sale once the order has been delivered and accepted.
- Inspection Period: Wholesale partners must inspect their shipment and report any damages or discrepancies within 5 business days of receipt to be eligible for a replacement or credit.
- Restocking Fee: In exceptional cases where an unopened wholesale return is approved, a 25% restocking fee will apply, and the customer is responsible for all return shipping costs.
- Approval Process: For custom and wholesale work, a digital proof or sample approval may be required before full production begins to ensure your complete satisfaction.