Return Policy

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 Our Commitment to Your Satisfaction

At Soap Boxes, we are dedicated to providing high-quality packaging materials and exceptional customer service. We understand that sometimes things don’t go as planned. This policy outlines our commitment to ensuring your satisfaction, especially when an issue arises due to our oversight.

1. Our Standard Return Window: 30 Days

You have 30 calendar days from the date your order is delivered to initiate a return or exchange. This applies to both standard and custom-printed packaging materials.

2. Conditions for Returns & Exchanges

We accept returns and exchanges under the following conditions:

  • Our Fault (Defective or Incorrect Items):
    • If the items you received are defective, damaged during transit (due to our packaging), or incorrect (e.g., wrong size, material, or design/print different from the approved proof due to our error), we will gladly accept the return or exchange.
    • Condition of Item: In these cases, we accept the return regardless of the item’s condition (defective or non-defective due to our error). Your satisfaction is paramount.
    • Example: A box is misshapen due to a manufacturing defect, the print on your custom boxes doesn’t match the final approved proof, or you received kraft boxes instead of cardboard.
  • Customer Error / Change of Mind:
    • While our primary focus is on resolving issues stemming from our side, for cases where the customer made an error (e.g., ordered the wrong size, quantity, or simply changed their mind about standard, non-custom items), returns will be handled on a case-by-case basis.
    • Custom-Printed Boxes: Please note that custom-printed or personalized boxes are generally not eligible for return or exchange if the error was on the customer’s side (e.g., customer approved an incorrect design proof, ordered the wrong size, or simply no longer needs them). We strongly encourage careful review of all proofs and specifications before confirming custom orders.

3. Return & Exchange Process

To initiate a return or exchange:

  1. Contact Us via Email: Please send an email to [Your Customer Service Email Address] within the 30-day return window.
  2. Provide Details: In your email, include:
    • Your Order Number.
    • A clear description of the issue or reason for return/exchange.
    • Photographs or videos of the defective/incorrect items (this helps us expedite the process and improve our quality control).
    • Whether you prefer an exchange or a refund (if applicable, for non-custom items where the error was ours).
  3. Confirmation & Instructions: Our customer service team will review your request and typically respond within [e.g., 1-2 business days] with instructions for your return.

4. Shipping Costs for Returns

  • When It’s Our Fault: If the return or exchange is due to our error (defective, damaged due to our fault, or incorrect items), we will cover all return shipping costs. We will provide you with a pre-paid return shipping label or arrange for a pick-up.
  • Customer Error/Change of Mind: For returns due to customer error or change of mind (on standard, non-custom items), the customer will generally be responsible for the return shipping costs.

5. Refunds & Exchanges

  • Exchanges: Since your preference is for exchanges for issues caused by your team’s mistakes, we will prioritize sending out the correct or replacement items as quickly as possible once the return is initiated and verified.
  • Refunds (for Our Fault): If an exchange is not feasible or desired for issues caused by our fault, a full monetary refund will be issued to your original payment method within 5 business days after we receive and inspect the returned items.
  • No Restocking Fees: We do not charge any restocking fees for returns, especially when the issue is on our end.

6. Important Notes:

  • Proof of Purchase: A valid order number or proof of purchase is required for all returns and exchanges.
  • Packaging: While we accept defective items regardless of condition when it’s our fault, we appreciate it if returned items are packaged securely to prevent further damage during transit.
  • Inspection: All returned items are subject to inspection upon receipt to verify the reason for the return.
  • Final Say: Soap Boxes reserves the right to make the final determination on all return and exchange requests.