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 30 days of receiving your order.
Return Process
- Contact Us: Email us at info@soapmaid.com or call 0411-157-311 within 30 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 30 business days after inspection. Depending on your bank, funds may take additional time to appear in your account.
Pickup Processing Time
Items must be picked up within 60 days.
If the order is not picked up within 60 days, the order will be cancelled with no refund/exchange/credit.
Refunds/Exchange/Credits are also not optional after 30 days of purchase.
If an order is placed online with the option of "pay in store", the order must be picked up within 7 days, otherwise it will no longer be held aside and will be cancelled. If you require more time, please contact us to discuss.
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!