We make every bar by hand and we want you to love it. Here's our policy on returns, refunds, and replacements — written in plain language, no fine print games.
Our commitment
If something arrives damaged, if we shipped the wrong item, or if there's a clear issue with the quality of your order, we'll make it right — replacement, refund, or store credit, whichever you prefer.
A note about personal care products
Because soap is a personal care product and we make it in small batches, we're not able to accept returns of opened or used bars — that's a basic hygiene standard for any handmade soap maker. Please consider this when ordering, and feel free to email us with questions about a scent before you buy. We're happy to help you choose.
Unopened items, within 14 days
Unopened, unused items in their original packaging can be returned within 14 days of delivery for a refund of the product cost. Return shipping is the customer's responsibility. Email us first so we know to expect the return.
Damaged or defective items
If your order arrives damaged or has a clear defect, email us within 7 days of delivery with a photo. We'll send a replacement at no cost or refund the affected item — your call.
Wrong items
If we shipped the wrong item, we'll fix that on us. Send us a quick note and a photo of what you received, and we'll ship the correct item right away. Keep the wrong item — call it a happy accident.
Custom and wholesale orders
Custom orders (wedding favors, themed scents, bulk orders, branded packaging) are made specifically for you and are non-refundable once production begins. We'll work with you closely up front so there are no surprises.
How to start a return or refund
Email us at bearcreekcandle94@gmail.com with:
- Your order number
- Which item(s) are involved
- A brief description of the issue
- Photos, if relevant
We'll respond within a business day with next steps.
When refunds appear
Once we receive a return (if applicable) or process a damage or defect refund, the credit usually appears on your original payment method within 5 to 10 business days, depending on your bank.
Sale and discounted items
Items purchased on sale or with a discount code are eligible for the same return and refund policies as full-price items.
Contact us
We try to make this painless. If you have questions about whether something qualifies, just ask: bearcreekcandle94@gmail.com.