Return and Refund Policy

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Return and Refund Policy

Effective Date: August 25, 2023

At "Wicked Waters Handcrafted Soaps", we take great pride in providing high-quality handcrafted products to our valued customers. We have established the following Return and Refund Policy which outlines the terms and conditions for returns and refunds.

1. Returns and Refunds:

Except in the case of damages caused during shipping or lost orders, we do not accept returns, exchanges or issue refunds for any of our products. This is due to the nature of our products. All sales are final!

To Be Eligible For A Return & Refund, 

Customers may only be eligible for a return & refund if the received product/s have incurred damage during the shipping process. the customer must return the damaged product/s to "Wicked Waters Handcrafted Soaps" within 5 days of receiving the delivery. This means that the customer has 5 days to return the damaged product from the time & date that the package was marked delivered by the mail carrier. 

The customer will be responsible for the return shipping costs unless otherwise agreed upon by "Wicked Waters Handcrafted Soaps". 

The customer needs to file a claim for a return & refund for the damaged product/s with Wicked Waters Handcrafted Soaps. They must contact Savanah Ingemi at  Wickedwatersoaps@gmail.com or call/text 978-816-6292 within 48 hours of 

receiving the delivery (The time & date that the package was marked delivered by the mail carrier)

Inspection and Refund Procedure:

Once the returned damaged product is received, our team will inspect the item to verify the damage.

If the damage is determined to be a result of shipping, we will issue a refund in the form of the original payment method within 5 business days. This includes any applicable shipping fees, and the return shipping fee. 

If the returned product is found to have damage unrelated to shipping, the customer will not be eligible for a refund, and the item will be returned to the customer at their shipping expense.

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My Order Was Lost In The Mail:

Definition of a Lost Package:

A lost package refers to any shipment that has NOT been delivered (marked delivered) to the customer within the expected delivery time frame AND has not been updated in the tracking system for a significant period of time, indicating that it may have been misplaced or lost in transit. (This does not include if the tracking update states late delivery/arrival) 

Customer Notification:

In the event that a package is suspected to be lost, our company will proactively reach out to the customer via email or phone to notify them about the situation if we discover it first. We will provide them with a clear explanation and assure them that we are taking immediate action to resolve the issue.

Investigation:

Upon confirmation of a lost package, we will initiate an investigation with the respective shipping carrier (USPS) to determine the whereabouts of the package. This investigation will include checking tracking records, contacting the Post Office, acquiring the packages GPS coordinates, and utilizing any available tracking information. Based on the information collected from the investigation, we will then declare if a package is in fact lost or not and inform the customer. 

Resolution:

Refund or Replacement Options:

Our primary goal is to ensure customer satisfaction and maintain a positive relationship with our valued customers. Therefore, we provide two options in case of a lost package:

 - Refund: If the customer requests a refund for their lost package, our company will promptly process the refund for the total amount paid for the item(s) affected, including any applicable shipping fees. The customer will receive the refund via the original payment method used for the purchase.

 - Replacement: If the customer prefers a replacement for their lost package, our company will initiate a new shipment for the same item(s) at no additional cost to the customer. The replacement package will be dispatched as soon as possible, subject to availability. 

 If an item is out of stock that was originally ordered and lost, the customer will be asked if they want to choose a different “in stock” item as a replacement for it, or if they want a refund for that specific out-of-stock item.

Timeframe for Resolution:

We understand the inconvenience and frustration caused by a lost package and aim to resolve the issue as quickly as possible. Our company will complete the investigation within 3-5 business days from the date that the package was reported lost. The refund or replacement will be processed promptly upon completion of the investigation if the package is deemed lost. 

Exceptional Circumstances:

In some exceptional situations, such as natural disasters, customs delays, holiday delays, disruptions in the shipping carrier's infrastructure or if the tracking update states late delivery/arrival for any reason. Should this occur, We will keep a close watch on the shipping/tracking progress of the order. We will maintain regular communication with the customer, providing updates on the progress. 

Late delivery is not grounds for replacement or refund. 

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My Package Was Marked Delivered But Not Here: 

If an order has been delivered/marked delivered to the address on file (address the customer provided when the order was placed) This does not qualify you for replacement or refund. 

• A package marked delivered but missing can sometimes show up after an extended time frame. It may be a good idea to wait a day or two after it was marked delivered to see if it arrives. 
• Call the post office and ask for the exact location of the package. The post office can track a missing package with the GPS on their carriers tracking system.
• Check with neighbors to make sure it was not accidentally left at the wrong location. 
• Ask everyone in your household if they may have picked up the package without your knowledge.
• Check other doors and entrances to the location to see if the package is there and may have been overlooked. 
• If all of the above steps fail, you will need to file a claim with USPS if the parcel is missing. 
• Issue a stolen mail report with the USPS Postal Inspectors office. You will need to complete a USPS claim affirming the status of the package as stolen. 
• Lastly, file a report with your local police so that there is a record of mail theft in your area. Mail theft is a federal crime and taken very seriously. 

Unfortunately it is the customer’s responsibility to make sure that the address on file is a safe location for packages to be delivered to. Mail theft happens and it is important that the crime is reported to your local post office and your local police department. 

Contact Information:

 For any inquiries or further assistance regarding our Return and Refund Policy, please contact us at:

 Email: Wickedwatersoaps@gmail.com

 Phone: 978-816-6292

By placing an order with "Wicked Waters Handcrafted Soaps", the customer acknowledges and agrees to abide by this Return and Refund Policy. This policy is subject to change without prior notice, and any updates will be posted on our website.

Thank you for choosing "Wicked Waters Handcrafted Soaps"!