Politique de remboursement
It’s important to us that you’re satisfied with your purchase.
If you are not satisfied with your purchase, please contact us at sales@butternsoapco.ca
For safety concerns, all handmade products are final and are not subject to return. Please be sure of your purchase prior to completing your order. If your package arrives damaged or if you receive an incorrect item, your claim must be received within 7 days from the date you receive your order.
To be eligible for a return, your item must be unused and in the new condition that you received it. Refunds are offered up to 14 days from date of purchase with order ID. A store credit is offered up to 30 days from date of purchase with order ID. NO CASH REFUNDS.
To start a return, you can contact us at sales@butternsoapco.ca. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting, a return will not be accepted.
You can always contact us for any return question at sales@butternsoapco.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately at sales@butternsoapco.ca if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
If your package arrives damaged or if you receive an incorrect item, your claim must be received within 3 days from the date you receive your order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as lotions, butter sticks, handmade soaps, beauty products etc.). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do accept exchanges and they follow the same conditions as returns.
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The item should have in its original packaging with all the tags etc.
- The return or exchange request is made within 3 days of delivery
To request an exchange, please submit your request via "contact us" form. A member of our support staff shall respond as soon as possible.
Gifts may be exchanged within 7 days of the day the package was received (as long as the items are unused and in the original box). If you are returning a package please use an insured and pre-paid method (I recommend Canada Post or FEDEX). Include your invoice along with your reason for return. Shipping and handling fees are NOT refundable on returns.
NO CASH REFUNDS.
Cancellation policy
Minimum 24 hours notice of cancellation is required to sales@butternsoapco.ca. Email is the best way to cancel an order. Be sure to include your order number and we will respond back within one business day.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be either refunded on your original payment method or offered store credit. Please remember it can take some time for your bank or credit card company to process and post the refund too.
NO CASH REFUNDS.