Refund Policy
These are handmade cold process soap bars. We stand behind them fully — but some things about handmade cosmetics are features, not defects.
What We Will Always Make Right
Contact us at care@loovay.com within 7 days of receiving your order if:
- Your order arrived damaged — bars broken in shipping, packaging crushed
- You received the wrong item — wrong formula, wrong quantity
- Your bar has a manufacturing defect — visible contamination, separation, incorrect labelling
Include your order number and photos. We'll send a replacement or issue a store credit — your choice.
What We Cannot Accept Returns For
Because our products are handmade cosmetics that have been handled, we cannot accept returns for:
- Scent preference — fragrance and essential oil performance varies by skin chemistry, and scent descriptions are our best representation of how a bar smells to us
- Color variation — natural colorants used in cold process soap shift during cure; photos represent the bar at or near cure and your bar may be a shade lighter or darker
- Swirl pattern preference — cold process soap is poured by hand; no two bars are identical
- Change of mind after shipping has begun
- Products that have been used
Sunday Drop Pre-Orders
Sunday Drop orders can be cancelled or modified up until Monday at 7:00 pm Eastern — the order window close. Email care@loovay.com before that time.
After the order window closes, your batch has been scheduled for pour night. Pre-orders are non-refundable at that point — your bars are made specifically for your order and no substitute stock exists.
If your Sunday Drop order is damaged in shipping, we apply the same replacement policy as any other order.
Ready to Ship and Open Shelf
Ready to Ship bars are already-cured inventory. Open Shelf bars have a listed pour date and a ready date. The same return policy applies: damage and defects are covered, preference is not.
B2B / Wholesale Orders
B2B returns and defects are governed by your signed MOU. If no MOU clause covers your situation, email us and we'll work it out. We stand behind the quality of every batch we pour.
How to Reach Us
Email: care@loovay.com. Include your order number and photos where relevant. We typically respond within 2 business days.
Last updated October 31, 2026.