Refund policy

🔄 Bay Soap Returns & Refunds Policy

At Bay Soap, we want you to be delighted with your handmade bath products. Every soap, bath bomb, and melt is carefully crafted with love in Nottingham, UK. However, if something isn’t right, this Returns & Refunds Policy explains your options.

✅ Our Guarantee

We are confident in the quality of our products. If your order arrives damaged, faulty, or incorrect, we will replace it or issue a refund.

📦 Returns Policy

  • Eligibility: Returns are accepted on faulty items only.

  • Exclusions: Due to hygiene and safety, we cannot accept returns on opened soaps, bath bombs, or melts unless they are faulty.

  • Wholesale Orders: Returns on wholesale or bulk orders are handled on a case-by-case basis.

💰 Refunds

  • Refunds are processed once returned items are received and inspected.

  • You will receive the refund to your original payment method within 5–7 working days.

  • If your item is faulty or damaged, we will cover the return postage.

  • For change-of-mind returns, the buyer is responsible for return postage costs.

🔄 Exchanges

Need a replacement? If your product is damaged or incorrect, we’re happy to send out a replacement free of charge. Please email us with photos of the issue to speed up the process.

📧 How to Start a Return

  1. Contact us at info@baysoap.co.uk with your order number and reason for return.

  2. Package items securely and send to the return address provided by our team.

  3. Keep proof of postage until your refund or replacement is confirmed.

⚖️ Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law. You are entitled to a refund, replacement, or repair if goods are faulty or not as described.

📝 Key Information at a Glance

  • Returns within 14 days (faulty goods)

  • Refunds processed within 5–7 working days

  • Faulty/damaged items refunded or replace

  • Wholesale returns by arrangement