Return & Refund Policy
At Soapmaid Australia, we strive to provide high-quality products and excellent customer service. If you receive a faulty or damaged product, we are happy to offer a replacement or refund, subject to the conditions outlined below.
Eligibility for Returns
You may request a return if:
- The item is faulty or defective upon arrival.
- You contact us within 7 days of receiving your order.
Return Process
- Contact Us: Email us at info@soapmaid.com or call 0411-157-311 within 7 days of receiving your order. Please include your order number and photos of the damaged or faulty item.
- Inspection: Once we receive your request, we will assess the issue. Faulty/damaged items must be returned back to our store for inspection. If approved, we will provide return/refund instructions (if required).
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Resolution: Upon inspection, we will issue either:
- A replacement, or
- A refund to your original payment method.
- Customers are responsible for covering the cost of return postage to our head office.
Refund Processing Time
Refunds will be processed within 7 business days after inspection. Depending on your bank, funds may take additional time to appear in your account.
Click & Collect
Items must be picked up within 10 days.
If the order is not collected within 10 days from date of purchase, the order will be cancelled and a refund will be issued via your original payment method, and a handling fee of 20% will be charged.
Change of Mind
We do not refund or replace items due to change of mind.
Courier Pickup Fee
All orders arranged with courier pickups will incur a packaging and handling fee of $9.90 (inc gst). This fee will cover packaging and additional time required to pack your parcel for courier pickup.
Questions?
If you have any concerns, please reach out to our team at info@soapmaid.com. We’re happy to help!