Refund policy

 

Refunds, Returns & Exchanges

At Soapmum, we care about your experience and product satisfaction. This policy explains when we can offer a return, replacement, exchange, or refund.
This policy operates alongside your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL.

1) Damaged, Faulty, or Incorrect Items (Must Notify Within 7 Days)

Please inspect your order upon delivery. 
If you find any defects, damage, leakage, or you receive the wrong item, you must contact us within 7 days of receiving your order at info@soapmum.com with:

  • your order number

  • clear photos/videos of the issue (including outer packaging where possible)

If the claim is approved, we will offer one of the following (as appropriate):

  • replacement

  • exchange

  • store credit

  • refund (only where required under Australian Consumer Law)

Return requirements (where applicable):
Returned items must be in “new” condition, unused, and returned in original packaging where possible.

One-time remedy:
For each approved claim, a replacement/exchange is offered once only for that item/order issue.

2) No Refund for Change of Mind

We do not offer refunds or exchanges for change of mind (including ordering the wrong item or deciding you no longer want it), except where required by ACL.

3) Hygiene Items (No Returns)

Due to hygiene and safety reasons, we do not accept returns or exchanges on:

  • soaps

  • towels

  • or any products that have been opened, used, or unsealed

(Unless the item is faulty and your claim is covered under Australian Consumer Law.)

4) Used Products and Return Limits

We cannot accept returns if:

  • the product has been used more than 20% of its original capacity

  • the product has been opened/used and the return is for personal reasons (e.g., “not suitable for me”)

  • the product has been damaged due to improper use, mishandling, or incorrect storage

 

5) Skin Sensitivity / Allergic Reactions

Our products are made for sensitive skin, however every skin type is different.
If you experience irritation, please stop using the product immediately.
We do not offer refunds or exchanges due to personal sensitivity or allergic reactions where the product is not faulty.
We strongly recommend patch testing before first use and reviewing ingredients carefully.
(This does not limit your ACL rights if a product is faulty.)

 

6) Natural Variations in Essential Oils

Essential oils and natural ingredients may vary between batches due to seasonal and environmental changes (e.g., smell, colour, or texture differences). These natural variations do not affect product quality.
Returns or replacements will not be accepted solely due to these natural variations.

 

7) Promotional / Discounted Items

The following are not refundable for change of mind