Refund policy
Returns & Refund Policy
At TheSoapSmith, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to assist you.
1. Delivery
Orders are generally delivered within 4–7 business days after your order has been processed and dispatched.
Delivery times may occasionally be affected by courier delays or circumstances outside of our control. If there is an unexpected delay, we will do our best to keep you informed.
2. Returns
We accept returns where required by South African law.
If you receive an item that is damaged, defective, incorrect, or materially different from what was advertised, please contact us as soon as possible so that we can assist you.
Depending on the circumstances, you may be entitled to a replacement or refund in accordance with the Consumer Protection Act.
3. Online Cooling-Off Period
Because TheSoapSmith operates online, certain purchases are subject to the cooling-off rights provided by the Electronic Communications and Transactions Act.
Where applicable, you may cancel your purchase within 7 days after receiving the goods, without giving a reason or paying a cancellation penalty.
You may be responsible for the direct cost of returning the goods.
Where you exercise this right, any payment made will be refunded in accordance with the applicable law.
Please note that certain products may be excluded from the statutory cooling-off right, including goods that cannot reasonably be returned because of their nature or goods that are likely to deteriorate or expire rapidly.
4. Beauty & Body-Care Products
For hygiene and safety reasons, we generally cannot accept returns of opened or used body-care, beauty or personal-care products, except where the product is defective, unsafe, incorrect, or where a return is otherwise required by law.
If you are unsure whether your product qualifies for a return, please contact us before sending anything back.
5. Incorrect or Damaged Orders
If you receive the wrong product or your order arrives damaged, please contact us with:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Please keep the original packaging until we have advised you on the next steps.
If the issue is our responsibility, we will arrange the appropriate remedy in accordance with applicable law.
6. Refunds
Once your return has been received and assessed, we will let you know whether your refund has been approved.
Approved refunds will be made using the original payment method where reasonably possible.
The time it takes for the refund to reflect in your account may depend on your bank or payment provider.
Nothing in this policy limits or removes any rights you have under South African consumer-protection law.
7. How to Request a Return
To request a return or refund, please contact TheSoapSmith through our website or the contact details provided on our website.
Please include your order number and a brief explanation of the reason for your request.
Please do not send a product back without contacting us first.
Our Commitment
TheSoapSmith is committed to treating our customers fairly and complying with applicable South African consumer-protection laws.
If you have any questions about a return, refund or your order, please contact us and we will be happy to assist.