Refund policy

Returns & Refunds Policy

At The Earth and Soul Soap Company Ltd, we hope you love your handmade soaps as much as we loved making them. 

However, if something isn't quite right, here is our policy on returns and refunds.

1. Hygiene & Safety Exception
Due to the nature of our products (soaps and cosmetics), we cannot accept returns on used, opened, or unsealed items for health and hygiene reasons. This complies with the Consumer Contracts Regulations 2013 "exemption for goods sealed for health protection or hygiene reasons."

2. Eligibility for Returns (Change of Mind)
If you wish to return an item because you have changed your mind, you may do so provided that:

  • You notify us within 14 days of receiving your order.
  • The item is unopened, in its original packaging, and in the same condition that you received it.
  • You have the receipt or proof of purchase.

3. Damaged or Incorrect Items
In the unlikely event that your order arrives damaged or we have sent the wrong item, please contact us immediately (within 48 hours of delivery) at hello@theearthandsoul.co.uk.

  • Please include your order number and a photo of the damaged item inside the packaging.
  • We will arrange for a replacement to be sent or issue a full refund, including delivery costs.

4. How to Return
To start a return, you can contact us at hello@theearthandsoul. If your return is accepted, we will send you instructions on how and where to send your package.

  • Return Shipping: You are responsible for paying for your own shipping costs for returning your item (unless the item was damaged or faulty).
  • We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.

6. Sale Items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded unless faulty.

7. Natural Variations
Please note that because our soaps are handmade in small batches, slight variations in colour, design, and weight may occur. These are not considered defects but rather part of the unique character of artisanal soap.