Return & Refund Policy
Our Commitment to You
Your satisfaction is important to us. We want you to love your products and feel confident shopping with us. As a refill-focused business, we encourage you to ask questions before purchasing to help reduce unnecessary returns and minimize our environmental impact. If you’re not completely satisfied, we’re here to help.
Return Window
- 15 days for unused products in original condition with proof of purchase
- 7 days to report product quality concerns (we’ll work with you to find a solution, which may include store credit for a replacement)
What Can Be Returned
- Unopened, unused products in their original packaging
- Reusable containers purchased from our store that have never been used
- Products with proof of purchase (receipt or order confirmation)
- Items that are defective or damaged due to shipping or manufacturing error
What Cannot Be Returned
For health, safety, and hygiene reasons, the following items cannot be returned:
- Refill products once they have been dispensed into your container
- Opened personal care items, including body care products, oral care items, or any intimate/sanitary products
- Food items or products once dispensed or opened
- Gift cards or store credit
- Items purchased more than 30 days ago
- Items that have been used, damaged, or are missing parts due to reasons other than our error
Product Quality Guarantee
We stand behind the quality of our products. If you experience any issues with product performance, please contact us within 7 days of purchase with your proof of purchase and a description of the concern. We’ll work with you to find a solution, which may include store credit for a replacement product or an alternative option.
How to Return or Exchange
In-Store Returns:
Bring your item and receipt to our store during business hours. Our team will assist you with your return or exchange.
Online/Mail Returns:
- Email us at orders@victoriasoapexchange.com with your order number and reason for return
- We’ll provide you with return instructions and a return authorization
- Mail your item to: 1393A Hillside Avenue, Victoria, B.C. V8T 2B3
- You are responsible for return shipping costs unless the item is defective or we made an error
- We recommend using a trackable shipping method for your protection
Refund Method & Timeline
For returns within 15 days:
- Full refund to your original payment method
- Or store credit, if you prefer
Processing time:
- Once we receive and inspect your return, we’ll email you confirmation
- Refunds are typically processed within 5-7 business days
- Please allow additional time for your bank or credit card company to post the refund to your account
- Original shipping costs are non-refundable unless the return is due to our error
Exchanges
We gladly accept exchanges for the same item in a different size, scent, or variant within 30 days of purchase. If you received a defective or damaged item, we’ll replace it at no additional cost. For exchanges, please contact us at orders@victoriasoapexchange.com
Sale Items
Sale items are typically final sale. However, if you have concerns about a sale items quality or condition, please contact us and we’ll do our best to help.
Late or Missing Refunds
If you haven’t received your refund within the expected timeframe:
- Check your bank account or credit card statement
- Contact your credit card company or bank, as processing times can vary
- If you’ve checked both and still don’t see your refund, please contact us at orders@victoriasoapexchange.com
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at orders@victoriasoapexchange.com with photos of the damage. We’ll arrange for a replacement or full refund, including return shipping costs.
Questions?
We’re here to help! Contact us at orders@victoriasoapexchange.com or visit us in-store. We’ll do our best to resolve any concerns quickly and fairly.
Thank you for supporting our sustainable mission!
