Refund policy

All Buff City Soap products are plant-based and handcrafted daily in our Makeries. Due to handmade characteristics, strict hygiene standards, and product safety considerations, we cannot guarantee product quality once an item leaves our facilities. For these reasons, physical returns and exchanges are not accepted for general customer preference reasons.
To help you shop confidently, we offer mini-sized product options and an official scent quiz, allowing you to explore and discover your favorite products before purchasing full-size items.

In-Store Purchases

If you purchased items in person at any Buff City Soap Makery location, please contact that specific store directly for refund or exchange assistance. You may find all Makery contact information via our official website.
Please note: Buff City Soap operates as a franchise organization. Return, exchange, and refund policies may vary independently by individual store locations.

Online Shipping Orders (buffclean.us)

Please inspect your package immediately upon delivery. If you receive damaged, incorrect, or defective items, you must contact our Guest Experience Team within 30 days of delivery to initiate a review of your order issue.
Required documentation: Clear photos of the package and affected products are mandatory for all damage and order discrepancy claims.

Important Policy Exclusions

  • Shipping fees are non-refundable under all circumstances.
  • Refunds and exchanges are not permitted due to personal scent preference or dissatisfaction with fragrance.
  • We do not offer replacements or refunds for packages marked as successfully delivered to the correct shipping address but subsequently lost or stolen.
  • No refunds or replacements will be issued for items delivered to incorrect addresses caused by customer input errors or browser autofill mistakes. Please verify all shipping information carefully before checkout, as no order modifications can be made after submission.

Buy Online, Pick Up In-Store Orders

For all buy-online-pickup-in-store orders, please reach out directly to the Makery location fulfilling your order for support. Store contact details are included in your order confirmation email and available on our website. Please note that franchise location policies may vary.

Refund Processing Timeline

Once your refund request is approved and verified by our Guest Experience Team, please allow up to 7 business days for the refund to be processed and reflected in your original payment method. Processing times may vary slightly depending on your financial institution’s settlement schedule.