Return & Refund Policy
Effective date: 10/15/2025
We want you to love your purchase. If something isn’t right, we’ll help make it right.
Eligibility for Returns
-
Unopened & unused items may be returned within 30 days of delivery in their original packaging and condition.
-
Due to hygiene and product safety, opened or used balms are not returnable unless there is a quality or safety defect.
Damaged or Defective Items (Glass Jars)
If your order arrives damaged or defective:
-
Email [your support email] within 7 days of delivery.
-
Include your order number, a brief description, and clear photos of the outer box, packing materials, and damaged product(s).
-
We’ll replace the item(s) or issue a refund—at no cost to you.
Note: Minor texture changes from temperature (softening or firming) are normal for balms and aren’t considered damage.
Wrong, Missing, or Lost Items
-
Wrong or missing item: Contact us within 7 days of delivery and we’ll correct it ASAP.
-
Lost in transit: If tracking shows no movement for 10 business days (domestic) or 20 business days (international), contact us. We’ll file a carrier claim and replace or refund.
How to Start a Return (Unopened/Unused)
-
Email [your support email] with your order number and reason for return.
-
We’ll provide a Return Authorization (RMA) and instructions.
-
Ship items back in a sturdy box with padding to protect glass jars. Use a trackable, insured method.
Unless the return is due to our error, return shipping is the customer’s responsibility. Original shipping fees are non-refundable.
Refunds
-
Once your return is received and inspected, we’ll issue a refund to your original payment method within 3–5 business days. Your bank may take additional time to post the credit.
-
If items are returned used, opened, or damaged due to improper packing, we may issue a partial refund or deny the refund.
Exchanges
Need a different scent/variant? Start a return (above) for an unopened item and place a new order for the product you want.
Non-Returnable Items
-
Opened or used products (unless defective)
-
Gift cards and downloadable products
-
Final-sale / clearance items (if labeled)
Allergies & Sensitivities
Always patch test first. If you experience irritation, discontinue use and contact us. For safety reasons, opened products cannot be returned, but we’ll review concerns case-by-case.
International Orders
International customers are responsible for any duties, taxes, or import fees. We cannot refund packages refused for unpaid duties.
Address Errors & Delivery Issues
Please double-check your shipping address at checkout. We’re not responsible for delays or losses due to incorrect addresses or after-delivery theft. If a parcel is returned to us as undeliverable, we can reship (additional postage) or refund minus original shipping.
