We at Anderu Soaps always strive to supply high-quality, well-made products.
In the event of goods having been damaged in transit, you need to notify us within 1 business day of delivery. Visibly damaged packages should not be signed for upon delivery as this may void the insurance on the package.
Our refund and returns policy are valid for 7 days from purchase. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.
Returns
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Personal use products cannot be returned due to health concerns, unless the above-mentioned products have a manufacturer’s fault, we will not accept any returns on them.
Additional non-returnable items:
- Gift cards
- Downloadable products
To complete your return, we require a receipt or proof of purchase.
Warranty Claims
- In the event of a defective product, contact us immediately.
- You will be asked to fill out a Returns form and submit a product photo and proof of purchase for the product.
- You will be asked to return the product to us (via our preferred courier company) for full examination.
- All products sent to us must arrive in a clean, dry and sealed condition.
Defective products will be repaired or replaced at our discretion provided they are covered under the warranty period.
Exchanges
We only replace items if they are defective or damaged. You need to exchange it for the same item, contact us to arrange for an exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Shipping of returns and exchanges
To return your product, you should courier your product to us (physical address will be provided).
For non defective items, you will be responsible for paying return shipping costs for your item.
We will cover return shipping on defective items for a period of 7 days from date of dispatch. Thereafter the customer is responsible for shipping charges.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us for questions related to refunds and returns.
Please complete the following form and send to us via email to start the complaint procedure. The answer will be sent to your email inbox along with instructions on how to proceed further within 7 days.
FORM TEMPLATE:
Order number:……………………………………………………………………………….
Goods ordered on:…………………………………………………………………………………….
Goods received on:…………………………………………………………………………………….
Name and address:……………………………………………………………………………….
Email linked to the customer account:………………………………………………………………………………
Cause of complaint:
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………
*Please attach photos of the product subject to the complaint and photos of the packaging in which it was delivered.