Refund policy
FINAL SALE POLICY
Due to the hygiene, safety, and personal care nature of our products, all sales are strictly final. The Castile Soap Shop enforces a strict no-refund, no-return, and no-exchange policy on all completed transactions. Once an order has been placed, processed, and the financial transaction is settled, it cannot be cancelled, modified, or refunded by the user.
EXCEPTIONS FOR DAMAGED, DEFECTIVE, OR INCORRECT GOODS
We will only replace or address items if they arrive defective, damaged, or if you received an incorrect item. To report an eligible issue with your order, you must strictly adhere to the following procedural requirements within three (3) calendar days upon receipt of your parcel:
- Approved Support Channels: You must notify us via email at admin@thecastilesoapshop.com, or via WhatsApp / Telephony at +65 9771 0291.
- Evidentiary Submissions: Your communication must include your valid order number alongside clear, unedited photographic or video evidence of the damaged, defective, or incorrect item, including the outer packaging.
Failure to submit a claim within the designated three-day window or provide the requested evidentiary proof will result in the immediate dismissal of the claim.
Upon receipt of your inquiry, our team will conduct an internal review of the evidence provided.
SOLE AND ABSOLUTE DISCRETION OF MANAGEMENT
Any subsequent resolution - including but not limited to item substitution, partial refund, or total refund - shall be determined solely and exclusively at the absolute discretion of The Castile Soap Shop’s management. Resolutions are agreed upon strictly on a non-precedent-setting, case-by-case basis. If a resolution is approved, our team will contact you directly to arrange the fulfilment steps.
CONTACT INFORMATION
Questions about the Return & Refund Policy should be sent to us at admin@thecastilesoapshop.com.
