Returns Overview We strive for your satisfaction. Because our soaps are handmade and hygienic products, we follow a clear returns policy to balance safety and fairness.
Eligibility We accept returns only for items that are damaged, defective, or incorrect on arrival. To be eligible, please report issues within 7 days of delivery and retain original packaging where possible. We do not accept returns for used/opened items for hygiene reasons (except when damaged on receipt).
How to Request a Return Email support@purepalmnaturals.com with your order number, photos of the issue, and a short description. Our support team will respond within 24 hours with instructions and an RMA/reference ID if the return is approved. Ship the item back using the provided instructions. We recommend tracked shipping.
Refund Process Once we receive the returned product and verify the issue: Refunds are issued to the original payment method within 5–7 business days. Shipping fees may be refunded when the return is our responsibility (e.g., wrong or defective items). If an exchange is requested and stock is available, we will dispatch the replacement after receiving the returned item.
Non-Returnable Items Products that have been opened and used (unless defective). Custom or personalized orders (unless damaged during transit). Sale or clearance items marked as final sale (unless defective).
Contact & Support For returns, start by emailing us at support@purepalmnaturals.com with your order number and photos. We’ll respond quickly with next steps. Last updated: 21 September 2025