Refund policy
PERSONAL CARE & HYGIENE POLICY
Due to the small-batch nature and hygiene requirements of our personal care products (soap, shampoo, and conditioner bars), we are unable to accept returns or exchanges. To maintain our sanitary standards, items cannot be restocked or resold once they have departed our facility.
We invite you to explore our detailed product profiles, full ingredient lists, and "scent family" profiles before purchase. If you have questions about a specific formula, please reach out via our Contact Form. We are happy to help you find your perfect match!
Order Cancellations & Refunds.
If you wish to cancel your order, please contact us at contact@whitewatersoap.ca as soon as possible, so we can remove it from our system and issue a full refund. If the order was packed and ready to ship, we will ask for a 15% restocking fee.
Order Errors & Incorrect Items.
While we maintain quality control standards during order fulfillment, errors may occasionally occur.
If we sent you the wrong product, please contact us at contact@whitewatersoap.ca within 5 business days of delivery. Include your order number and a photo of the incorrect item. Once verified, we will ship the correct/replacement item at no additional cost to you.
Lost, Stolen, Damaged packages.
A package is considered lost if the tracking has not been updated for 14 business days (Canada) or 21 business days (USA). Please contact us at contact@whitewatersoap.ca with your order number. We will file a claim with the shipping company and must wait for their formal investigation and decision before any resolution can be provided. If the parcel is confirmed lost, we will issue a full refund.
Once a parcel leaves our warehouse, we have no control over its delivery. We cannot guarantee delivery times and are not responsible for lost or stolen parcels that were marked as delivered.
If your package arrives damaged, please contact us at contact@whitewatersoap.ca within 48 hours of delivery with clear photos of the damaged shipping box and the product. We will file a claim with the shipping company and must wait for their formal decision before any resolution can be provided. After 48 hours, we cannot accept any damage claims.
Gift Cards.
All gift card purchases are Final Sale and are not eligible for refunds or redemptions for cash.
If a refund is determined, it will be issued to the original payment method and may take 10 business days to appear on your statement.