Refund policy

At Olive Tree Soaps, we want you to be happy with your purchase. If there is a problem with your order, please get in touch and we will do our best to help.

1. Change-of-Mind Returns

If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to applicable legal exceptions.

You must notify us of your decision to cancel within this period. You will then generally have a further 14 days to return the goods.

Customers will be responsible for return postage costs when exercising a change-of-mind cancellation.

Returned products must be handled with reasonable care. We may be entitled to deduct an amount for diminished value if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

2. Opened or Used Soap

For hygiene and product-safety reasons, we ask customers to contact us before returning opened or used soap.

However, we will assess each situation individually. This request does not remove any statutory cancellation, refund or remedy rights that apply to your order, including rights relating to faulty or misdescribed goods.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or different from what you ordered, please contact us at olivetreesoaps52@gmail.com.

Please include your order number and, if possible, photographs of the affected items and packaging.

We will assess the issue and arrange an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement or refund.

You will not be required to pay return postage for a valid faulty-goods claim where the law requires us to cover those costs.

4. Refunds

Where a refund is due, it will generally be issued to the original payment method.

For eligible online order cancellations, refunds will be made within the timeframe required by law. This generally includes the cost of the standard outbound delivery option where applicable; additional costs for a more expensive delivery method may not be refundable.

For returned goods, we may generally wait until we receive the goods back or receive evidence that they have been sent back, whichever occurs first, before issuing a cancellation refund.

5. Exchanges

If you would prefer an exchange, please contact us at olivetreesoaps52@gmail.com before returning your item.

Exchanges are subject to product availability and do not replace any legal remedies you may be entitled to.

6. How to Request a Return

To discuss a return, cancellation or refund, please email:

olivetreesoaps52@gmail.com

Please include:

Your full name.
Your order number.
The item you wish to return.
The reason for your request, if applicable.

We will respond with the relevant next steps and return instructions.

7. Statutory Rights

Nothing in this policy excludes, restricts or replaces your rights under applicable consumer law, including your rights in relation to faulty goods, goods that do not match their description and eligible online order cancellations.