Refund Policy
Refund & Return Policy
We stand behind every product we make. Please read this policy carefully before purchasing so you know exactly where we stand and how we take care of you.
Skincare, Soap & Candle Returns
Due to the personal care and hygienic nature of our products, all sales are final. We do not accept returns or issue refunds on opened, used, or customer-handled products under any circumstances. This policy exists to protect the health and safety of every customer we serve — we hope you understand and appreciate that standard.
By completing a purchase from Rum Creek Soap Company, you acknowledge that you have read and agreed to this refund policy in full.
We take full responsibility for our mistakes. If you receive an item that is defective solely due to an error on our part, or if an incorrect item was sent, we will make it right. Here is how that process works:
- You must contact us within 48 hours of confirmed delivery — no exceptions. Reports submitted after this window will not be eligible for resolution.
- You must provide clear photo or video documentation of the defect or incorrect item at the time of reporting.
- The item must be unused and in its original condition. We cannot process a claim on any item that has been opened or used.
- Once your claim is reviewed and approved, we will offer one of the following resolutions at our discretion:
- Replacement of the correct item, if available in stock
- Store credit for the product amount, excluding original shipping costs
- Shipping costs are non-refundable under all circumstances.
- Return shipping of the incorrect or defective item may be required before a resolution is issued. Instructions will be provided upon claim approval.
The following situations are not eligible for a return, refund, exchange, or store credit:
- Change of mind or buyer's remorse after purchase
- Skin reactions, sensitivities, or allergies — please review our full Product Disclaimer and perform a patch test before use
- Dissatisfaction with scent, color, or texture due to the handcrafted and small-batch nature of our products
- Slight variations in weight, appearance, or color from product photos — these are normal in handmade products
- Damage, delay, or loss caused by the carrier (USPS or UPS) once the package has left our facility — see Shipping section below
- Products that have been opened, used, altered, or tampered with in any way
- Claims reported outside the 48-hour delivery window
- Claims submitted without supporting photo or video documentation
Rum Creek Soap Company reserves the right to refuse any claim that appears fraudulent, manipulative, or inconsistent with our policy. Any attempt to misrepresent product condition, damage, or defect in order to obtain a refund, exchange, or store credit will result in the claim being denied and may result in being permanently banned from purchasing from Rum Creek Soap Company. We extend good faith to every customer and ask for the same in return.
Carrier Responsibility & Shipping Damage
Once your order has been handed to the carrier (USPS or UPS) and a tracking number has been issued, Rum Creek Soap Company is no longer responsible for the condition, timing, or delivery of your package.
Issues including but not limited to the following must be addressed directly with the carrier:
- Packages lost in transit
- Shipping delays beyond our processing window
- Damaged packages caused during transit
- Packages marked delivered but not received
We strongly recommend filing a claim directly with USPS at usps.com or UPS at ups.com for any carrier-related issues. We are happy to provide your order details and tracking information to assist with your claim.
Occasional shipping delays may occur due to high volume periods, weather events, carrier disruptions, or other circumstances outside of our control. Rum Creek Soap Company is not responsible for delays once your order has been picked up by the carrier. We will always do our part to get your order out promptly within our stated processing window. If you have concerns about your shipment, contact us and we will help however we can.
Digital Downloads & Digital Products
All digital product sales — including but not limited to guides, e-books, templates, prompt packs, and downloadable resources — are final and non-refundable.
Because digital products are delivered instantly and cannot be returned once accessed or downloaded, we do not offer refunds, exchanges, or store credit on any digital purchase under any circumstances.
Please review all product descriptions, previews, and details carefully before completing your purchase. If you have questions about a digital product before buying, contact us at wecare@rumcreeksoaps.com and we will be happy to help you determine if the product is the right fit for you.
If you experience a technical issue accessing or downloading a digital product, contact us within 48 hours of purchase and we will work to resolve the issue promptly. Technical difficulty is not grounds for a refund but we will always make sure you can access what you paid for.
Final Sale Items
The following are always final sale — no exceptions:
- Seasonal and limited edition products
- Dessert Candle Collection and other specialty candles
- Sale, clearance, or discounted items
- Bundle or kit purchases
- Digital products of any kind
- Custom or made-to-order items
Have a Question or Concern?
We genuinely want every experience with Rum Creek Soap Company to be a good one. If something isn't right, reach out — we're listening.
Please contact us within 48 hours of delivery for any product concerns. Allow 2–3 business days for a response.