Refund policy

Refunds, Returns & Exchanges Policy

Order Accuracy, Changes & Cancellations

Please double-check your order carefully before completing checkout.

Due to high order volumes and to keep fulfillment moving efficiently:

  • Order cancellations are not accepted after 24 hours from order placement

  • Order edits, changes, swaps, or additions cannot be made once an order is placed

Thank you for your understanding — this allows us to prepare and ship orders as quickly as possible.

Returns & Exchanges (Online Orders Only)

All products are carefully inspected before shipment.

Due to the nature of our products, used candles and personal care items cannot be returned or refunded.

To be eligible for a return or exchange, items must:

  • Be unused and in re-sellable condition

  • Be in original packaging

  • Have no broken seals

  • Have not been lit, used, or activated

  • Be returned within 14 days of purchase

  • Include proof of purchase

For products with pumps (lotions, hand soaps, etc.), pumps must not be activated and safety clips must remain intact.

Bundled products must be returned in full, with all components included.

Non-Returnable Items

The following items are final sale and not eligible for return or exchange:

  • Candles that have been lit

  • Products with broken seals or missing original packaging

  • Gift cards

  • Sale or clearance items

Exchanges

Eligible products may be exchanged for another item of equal size and value within 14 days of purchase.

Customers are responsible for all return shipping costs.

Refunds

Once returned items are received and inspected, an approved refund will be issued to the original form of payment for the product total only.

Shipping costs are non-refundable.

Refunds are only available for unused products purchased directly from naturasoy.ca.

Return Packaging Requirements (Glass Products)

Because many of our products are made with glass, all returned items must be packaged carefully and securely to ensure they arrive safely.

Returns that arrive damaged due to insufficient or negligent packaging will be subject to a 20% restocking fee, deducted from the refund, at our discretion.

Examples of negligent packaging include, but are not limited to:

  • Shipping candles without adequate padding or cushioning

  • No use of bubble wrap, packing paper, or protective materials around glass items

  • Items loosely packed in a box allowing movement during transit

Customers are responsible for ensuring returned items are packaged appropriately for shipping. We strongly recommend retaining a tracking number, as we are not responsible for lost or damaged return shipments.

Returns on Gifts

If you received an item as a gift:

  • Proof of purchase or the original purchaser’s email address is required

  • If the order is located, store credit may be issued for the product total

  • If the order cannot be verified, we are unable to issue credit

Retailer Purchases

We are unable to process returns, exchanges, or refunds for items not purchased directly from naturasoy.ca.
Please contact the original retailer for assistance.

Damaged Products

If your order arrives damaged, please contact care@naturasoy.ca within 7 days of delivery.

Please include:

  • Your order number

  • Clear photos of the damaged item(s)

  • Photos of the packaging, including the shipping label

Products that have been used or damaged after use are not eligible for refund or replacement.

Damage claims submitted after 7 days may not be eligible for review.

Package Marked Delivered but Not Received

If your tracking shows “Delivered” but your package has not arrived:

  • Carriers may scan packages as delivered before they physically arrive. Please allow 2–3 business days before contacting us.

  • Packages delivered to an incorrect or incomplete address provided at checkout are not our responsibility.

If the package cannot be located, please check your delivery area, confirm with household members, and contact the carrier directly for further assistance.

How to Start a Return or Exchange

All return or exchange requests must be initiated by email.

Please contact care@naturasoy.ca with your order number and request details.
Requests submitted via social media direct messages are not accepted.

Customer service hours:
Monday–Friday, 8:00 AM – 3:00 PM MST

Final Note

We stand behind the quality of our products and are always happy to help when something goes wrong. Clear policies allow us to be fair, consistent, and responsive — for everyone.