Refund policy

Return and Refund Policy

Effective Date: 01/01/2026

Thank you for shopping at My Soap Market. We value your satisfaction and want to ensure that you have a pleasant shopping experience. Any order can be cancelled as long as it has not been shipped. We offer a 30-day return policy, subject to the terms and conditions outlined below. 

  1. Returns Eligibility:
    1.1. To be eligible for a return, the item must be unused, in the same condition as you received it, and in its original packaging.
    1.2. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.

  2. Return Process:
    2.1. To initiate a return, please contact our customer support team within 30 days of receiving your order. You can reach us by phone (toll-free) +1 (888) 833-71901 or email support@mysoapmarket.com.
    2.2. Our customer support team will guide you through the return process and provide you with a return authorization (RA) number, along with instructions on how to return the item.
    2.3. Please ensure that the item is securely packaged to prevent any damage during transit.
    2.4. You are responsible for the shipping costs associated with returning the item unless the return is due to an error on our part, such as receiving a defective or incorrect product.
    2.5. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
    2.6. Please note that returns will need to be sent to the following address:
    My Soap Market
    1317 Edgewater Dr #6641
    Orlando, Florida 32804
    United States

  3. Refunds:
    3.1. Once we receive your returned item and verify its condition, we will process your refund.
    3.2. The refund will be issued in the same form of payment used for the original purchase, unless otherwise agreed upon.
    3.3. Please note that the shipping and handling fees are non-refundable, except in cases where the return is due to our error.
    3.4. Refunds may take up to 14 days to be reflected in your account, depending on your payment method and financial institution. If more than 15 business days have passed since we’ve approved your return, please contact us at support@mysoapmarket.com.

  4. Exchanges:
    4.1. If you would like to exchange an item for a different size, color, or a similar product, please contact our customer support team to check availability.
    4.2. Exchanges are subject to the same eligibility criteria as returns (refer to Section 1).
    4.3. Any price differences between the original and exchanged items may be applicable and will be handled accordingly.
    4.4. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  5. Damaged or Defective Items:
    5.1. If you receive a damaged or defective item, please contact our customer support team immediately, providing details and any supporting evidence (e.g., photographs).
    5.2. We will assess the situation and determine the appropriate course of action, which may include a refund, replacement, or repair.

  6. European Union 14 day cooling off period
    6.1. Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  7. Changes to the Policy:
    7.1. We reserve the right to modify or update this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.

If you have any questions or concerns regarding our return and refund policy, please contact our customer support team. We are here to assist you and ensure your satisfaction.