Refund policy

At SOAPHERA we want you to love every product you receive. Please read our returns policy carefully before placing your order.

Due to the handmade and hygiene-sensitive nature of our products, we are unable to accept returns on opened, used, or unwrapped soap bars, creams, or oils. This is in accordance with The Consumer Contracts Regulations 2013, which excludes sealed goods that have been unsealed after delivery and cannot be returned for health or hygiene reasons.

Unopened and unused items in their original packaging may be returned within 14 days of delivery. You must contact us before returning anything. Return postage is the customer's responsibility and we recommend using a tracked service as we cannot accept responsibility for items lost in transit.

To request a return, email hello@soaphera.com with your order number and reason for return. Refunds will be processed within 5 working days of receiving the returned item and will be issued to your original payment method.

Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery at hello@soaphera.com with your order number and a clear photo of the issue. We will offer a full refund or replacement at no cost to you. This does not affect your statutory rights.

Incorrect Orders
If you receive the wrong item, please contact us within 48 hours of delivery and we will arrange for the correct item to be sent to you as quickly as possible.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If you have any questions please contact us at hello@soaphera.com.