30 DAY REFUND POLICY:
- If you are not satisfied with your purchase, we offer a full refund within 30 days of purchase date for unopened and unused products. Some restrictions apply as outlined below under refund exclusions.
- We do not accept returns on open or used products. To be eligible for a refund, the product must be in its original packaging and unused.
- The refund will cover the cost of the purchased item(s) only; original shipping fees are non-refundable.
- If applicable, you are responsible for the return shipping costs and we recommend a carrier that provides tracking and/or insurance; MuD naturals will not be responsible for lost or damaged products being returned to us. If you are local you are welcome to drop off the item(s) either at our Kanata North location or Orleans.
- Please email us at mud.naturals@gmail.com with your order number to initiate all returns.
- Please read the refund exclusion below.
REFUND EXCLUSIONS:
- Opened or used products.
- Clearance, Seasonal or Sale items. Clearance items include but are not limited to MUD UGLIES Massage Bar Mishaps & Soap Scrap Bags.
- Gift cards (Digital or Paper) are non-refundable and cannot be exchanged for anything other than product from the website or at in-person events.
EXCHANGES on DAMAGED GOODS:
- If you receive a product that is damaged or defective, we will gladly exchange it for a new one. To request an exchange, please contact us within 5 business days of receiving your order at mud.naturals@gmail.com. We will request your order number and photos of the exterior packaging as well as the damaged product(s) for our carrier claim. We will provide you with a return shipping label, and once we receive the damaged product, we will ship you a replacement. In the instance where a suitable replacement is not available, we will issue a refund. Please note that we do not offer exchanges for products that have been opened or used.
EXCHANGES or RETURNS of GIFTS:
- Please note that we cannot issue refunds or exchanges to the gift giver (original purchaser).
- All requests for refunds or exchanges must come from the recipient of the gift. We will do our best to address any issues or concerns the gift recipient may have and ensure that they are completely satisfied with their gift.
- For a gift recipient to request a refund/exchange, please contact us at mud.naturals@gmail.com.
- If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or sent electronically. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
NEED ASSISTANCE:
Contact us at mud.naturals@gmail.com for questions related to refunds, exchanges and returns.
Thank you for choosing MuD naturals for your handmade soap needs.