Refund policy

Our Refund Policy includes mandatory terms and conditions outlining your acceptance of products and your rights regarding refunds and returns in connection with your order. We kindly request that you review our Refund Policy thoroughly.

At The Soap Standard, we strive to be fair in permitting order cancellations and returns under limited circumstances. By accessing this website, you agree to all terms and conditions outlined in our Refund Policy and Terms of Service. If you do not fully and completely agree with the Refund Policy or any aspect thereof, you must stop using this website immediately and discontinue any further use, as stated in Section 1 of our Terms of Service.

A. Our Refund Policy is subject to the following conditions:

  1. The customer must have purchased the product from our Service and provide valid proof of purchase.
  2. Before sending the product back, customers must contact us at thesoapstandard@gmail.com and provide a written description of the issue along with photographic evidence.
  3. Customers are responsible for paying for their own shipping costs for returning the item, and shipping costs are non-refundable.
  4. We reserve the right to limit returns or exchanges in all instances, and will only replace items if they are faulty or incorrectly supplied.
  5. We do not accept returns for a change of mind.

Once the returned item is received, it will be inspected to ensure that it meets the eligibility criteria of the Refund Policy. If approved, you will be notified via email, and the timing of the refund will depend on your payment method and financial institution. If the request is rejected, the item will be returned to you with a reason provided. If you have any questions or concerns, you can contact The Soap Standard at the provided email address for assistance.

B. What happens when a product is returned?

Product returns impose a heavy financial and environmental cost on companies and the planet due to increased shipping emissions, packaging waste, larger carbon footprint, loss of product, as well as the resources and time invested in making them.

Returned soap products cannot be resold due to hygiene and quality control issues, which means that we downcycle them at our studio wherever possible to minimise waste, or compost them on-site.

We kindly request that you take into account the adverse environmental effects of returning products and instead utilise the soap bars for cleaning your home or consider gifting them to a friend.


C. What can I do to minimise returns?

We want you to love our soap bars and use them up completely for zero waste! Here are some additional steps you can take to further minimise returns:

Know the ingredients: 

Before making a purchase, we ask that you carefully review the full ingredients list of each product and consider whether you have any allergies or sensitivities that may be affected. Please note that individuals with allergies or sensitivities to a product's ingredients should refrain from using our products.

Check your order: 

By checking the quantity and quality of the products upon receipt, you can identify any issues with the order. If any products are faulty or incorrectly supplied, it is important to notify The Soap Standard within seven (7) days of receipt so that we can address the issue for you. This includes rejecting a product if it is faulty or differs from the product/s listed in your purchase confirmation. If you do not notify The Soap Standard of any issues within this time frame, you acknowledge that you have accepted your delivery. 

Occasionally, The Soap Standard may include an extra product as a token of appreciation, and we hope you enjoy it or share it with a friend. 

Understand the nature of handmade soap bars:

We put a lot of care, time, and effort into each handmade soap bar, and we hope you love them as much as we do. We use only food-grade ingredients, and our plant oils are certified organic. Please note that due to the handmade nature of our products, there may be slight variations in colour, texture, or scent between individual batches. However, these variations do not affect the quality or usability of the soap bars and are not valid reasons for a return request.

Additionally, handmade soap bars may have a shorter shelf life than mass-produced soaps, so it is important to store them properly and use them within a reasonable time frame.


Always patch test: 

We strongly advise all customers to patch test each product on their skin before use, as with any other new skincare product. In case of any irritation, please discontinue use immediately and seek medical advice. Please note that The Soap Standard cannot be held responsible for any individual reaction to specific ingredients.

Our product information is intended as general information only and should not be considered a substitute for professional or medical advice. Please note that our products do not treat, cure or prevent any disease or health condition. If you have any concerns, please consult a qualified health professional.

If you are trying our products for the first time, you can reach us by email at thesoapstandard@gmail.com or through the 'Contact Us' page on our website and we will be happy to assist you with any questions you may have.


D. What if my order is damaged in transit?

Each order is carefully inspected and photographed before being packed in a padded paper mailer. Orders sent via Australia Post include tracking and are covered for loss or damage up to $100 AUD under Australia Post’s terms.

While we take every care when packing your order, delivery delays or issues once the parcel is in transit are outside our control. If your order arrives damaged or appears to be lost, please contact us as soon as possible so we can help guide you through the next steps with Australia Post.

You can reach us via the Contact Form on our website or by email.