Refund Policy
Soapmaid Australia
Returns Policy
If something isn't right with your order, we'll make it right — here's how.
We are happy to offer a replacement or store credit for products that arrive faulty or damaged, provided you contact us within 7 days of receiving your order.
Contact us within 7 days
Email info@soapmaid.com with your order number and clear photos of the damaged or faulty item.
We assess your request
Once we receive your details, our team will review the issue. Faulty or damaged items must be returned to our store for inspection before a resolution is issued.
Return postage
Customers are responsible for the cost of return postage to our head office.
Resolution
Upon inspection, we will issue one of the following:
Approved store credits and refunds are processed within 7 business days of inspection. Store credits will be applied to your account with email confirmation. Refunds are subject to head office approval and, once approved, may take additional time to appear depending on your bank or payment provider.
Click & Collect orders must be picked up within 10 days from the date of purchase. Orders not collected within this window will be cancelled and store credit issued to your account — a 20% handling fee will be deducted from the store credit amount.
All orders arranged for courier pickup will incur a packaging & handling fee of $9.90 (inc. GST). This covers the additional time and materials required to prepare your parcel for collection.