Refund policy
At Soan, we are committed to delivering high-quality bath, body, and home fragrance products made with care. Due to the personal and hygienic nature of our products, we have a limited return policy. Please review the information below before requesting a return.
Return Policy Overview
We accept return requests within 7 days of delivery for eligible items that are unused, unopened, and in their original condition and packaging.
Used, opened, or altered products cannot be returned or refunded.
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with your order number, photos of the product, and photos of the packaging. Once reviewed, we may offer a replacement, store credit, or refund where appropriate.
Return Window
Return requests must be submitted within 7 days of delivery. We are unable to accept return requests after this period.
Damage or incorrect item claims must be reported within 48 hours of delivery.
Eligibility for Returns
To qualify for a return, the following conditions must be met:
The item must be unused, unopened, and in its original condition.
The item must be returned with all original packaging intact.
The return request must be submitted within 7 days of delivery.
The item must be shipped back securely to avoid damage during return transit.
For hygiene and safety reasons, we cannot accept returns on used, opened, or damaged-by-customer bath, body, or personal care products.
Scent Preference
Fragrance is personal, and scent perception can vary from person to person. For this reason, scent preference, scent strength, or a fragrance not matching personal expectations is not considered a product defect.
For candles, please note that scent may continue to develop after delivery. We recommend allowing candles to rest and cure before burning, especially if they were recently poured.
How to Initiate a Return
Email thesoan.co@gmail.com within 7 days of delivery.
Include your order number, the item(s) you wish to return, and a brief explanation.
If your item arrived damaged or incorrect, include clear photos of the product and packaging within 48 hours of delivery.
Our team will review your request and provide return authorization and instructions if the item is eligible.
Please do not send items back without return authorization.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error, such as an incorrect item being sent.
Original shipping fees are non-refundable.
We recommend using a trackable shipping service or purchasing shipping insurance for items over $50. Soan is not responsible for lost or damaged return shipments.
If an item is returned to us damaged due to insufficient return packaging, we may be unable to issue a refund.
Refunds & Exchanges
Once your approved return is received and inspected, we will issue a refund for the eligible product amount to your original payment method.
Original shipping fees are non-refundable.
Please allow 7–10 business days for the refund to reflect on your account after it has been processed.
Exchanges may be offered at our discretion, depending on product availability.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us at thesoan.co@gmail.com within 48 hours of delivery.
Please include:
Your order number
Clear photos of the damaged or incorrect item
Clear photos of the shipping box and packaging (Both inside and outside of packaging)
After reviewing the information, we may offer a replacement, store credit, or refund where appropriate.
Non-Returnable Items
The following items cannot be returned:
Used or opened bath, body, or personal care products
Personalized or custom products
Gift cards
Limited-edition items
Items marked final sale
Purchases made through third-party retailers or marketplaces
Products returned without prior authorization
If you have any questions, please contact us at thesoan.co@gmail.com. Thank you for choosing Soan and supporting our small-batch, mindful approach to self-care.