At Mattoon Soap Co., we take pride in crafting organic and vegan skincare and home fragrance products by hand. We strive to ensure that our customers are satisfied with their purchases. In the event that you encounter an issue with a product you have purchased from our website store, please carefully review our return, refund and exchange policies outlined below.
Return Process: a. Notification: If there is an issue with the item you have purchased, you must immediately notify Mattoon Soap Co. by email at www.mattoonsoapco.com (Contact Us). Provide a detailed description of the issue, along with any supporting evidence such as photographs. b. Inspection: Upon notification, Mattoon Soap Co. will guide you through the return process and provide you with return instructions. You are responsible for returning the product(s) or item(s) to Mattoon Soap Co. within 5 days of purchase. c. Packaging: Ensure that the product(s) are securely packaged to prevent damage during return shipment. We recommend using the original packaging or suitable packaging materials to maintain the product's integrity. d. Shipping: You are responsible for covering the shipping costs for returning the product(s) to Mattoon Soap Co. We recommend using a trackable shipping method to ensure the safe and timely arrival of the returned item(s). e. Inspection and Refund: Once the returned product(s) are received, Mattoon Soap Co. will inspect them to verify the issue. If the issue is confirmed, we will process a refund for the purchase amount, excluding any shipping charges, within 20 days from the date of inspection.
Condition of Returned Items: a. To be eligible for a refund, the product(s) must be returned in their original condition, unused, and undamaged. b. Products should be returned in their original packaging, including any accessories or accompanying materials. c. Mattoon Soap Co. reserves the right to refuse a refund if the returned product(s) show signs of misuse, damage, or tampering.
Shipment Issues: a. If items are destroyed or tampered with during shipment, it is essential to address the issue with the delivery company. Mattoon Soap Co. will provide any necessary assistance or documentation to support your claim with the delivery company.
Please note that this return/refund policy applies only to purchases made directly through the Mattoon Soap Co. e-commerce website store. If you have any questions or require further clarification regarding this policy, please contact our customer support team at www.mattoonsoapco.com (Contact Us).
Mattoon Soap Co. reserves the right to modify or update this return/refund policy at any time. Any changes will be communicated on our website and will be effective immediately upon posting.
Thank you for choosing Mattoon Soap Co. We appreciate your support and understanding regarding our return/refund policy.
Exchange Policy:
Should you be unsatisfied with your purchase after the 5-day return period, Mattoon Soap Co. offers an exchange policy in place for another 15 days (for a total of 20 days from purchase). To be eligible for an exchange, the product(s) must be in their original condition, unused, and undamaged. It must be in the original packaging, including any accessories or accompanying materials.
Exchange Process:
a. Notification: Kindly inform us about your intention to exchange the item by reaching us through the "Contact Us" section at www.mattoonsoapco.com. Please provide a detailed reason for the exchange.
b. Inspection: We will guide you through the exchange process and provide you with exchange instructions. You are responsible for returning the product(s) or item(s) to Mattoon Soap Co. within the 20-day period since the date of purchase.
c. Packaging: Similar to our return policy, ensure that the product(s) are securely packaged to prevent damage during transit.
d. Shipping: You will be responsible for the shipping costs for returning your item. Please ensure that you use a trackable shipping service.
e. Receipt and Exchange: Upon receipt and inspection of the returned product(s), and provided that the item(s) are in acceptable condition, Mattoon Soap Co. will arrange for the shipment of the replacement product(s) to you.
Mattoon Soap Co. reserves the right to reject any exchange if the returned product(s) shows signs of misuse, damage, or tampering. This policy is in place to ensure the fair treatment of all our customers.
Please note that this exchange policy applies only to purchases made directly through the Mattoon Soap Co. e-commerce website store. If you have any queries or need additional information regarding this policy, please reach out to our customer support team at www.mattoonsoapco.com (Contact Us).
Mattoon Soap Co. reserves the right to modify or update this exchange policy at any time. Any changes will be communicated on our website and will be effective immediately upon posting.
Thank you for your continued support and understanding regarding our exchange policy. We appreciate your choice in Mattoon Soap Co. for your skincare and home fragrance needs.
Regarding our Candles:
At Mattoon Soap Co., we understand the complexities involved in crafting candles and acknowledge that wicks may occasionally be faulty. For this reason, our return, refund, and exchange policies incorporate specific provisions for our candle products.
Return & Refund Policy for Candles:
Should you encounter an issue with a candle product, such as a faulty wick, you must notify Mattoon Soap Co. immediately upon identification of the problem. If the issue is identified within 5 days of purchase, you may return the candle for a full refund, adhering to the previously stated return process. For the sake of clarity, candles that have been lit are not considered "used" if they exhibit a faulty wick.
However, if the candle has been excessively burned or shows signs of misuse, damage, or tampering, Mattoon Soap Co. reserves the right to refuse a refund. Any claim for refund on the grounds of a faulty wick must include photographic evidence or detailed explanation of the fault, along with the original purchase receipt.
Exchange Policy for Candles:
Beyond the 5-day return period, candles may be exchanged for up to 20 days from the purchase date if they exhibit a faulty wick. To qualify for an exchange, the candle must not be excessively burned and must show no signs of misuse or damage beyond the wick fault.
Please follow the same exchange process as outlined previously. Should the returned candle meet our standards for exchange, a replacement product will be sent to you.
These policies are crafted with the intention of ensuring fair treatment to all our customers, while maintaining the integrity and quality of our products. Please note that these policies apply only to purchases made directly through the Mattoon Soap Co. e-commerce website store.
If you have any questions or require further clarification regarding our return/refund or exchange policies for candles, please contact our customer support team at www.mattoonsoapco.com (Contact Us).
Mattoon Soap Co. reserves the right to modify or update these policies at any time. Any changes will be communicated on our website and will be effective immediately upon posting.
We value your trust in Mattoon Soap Co. and appreciate your understanding of our return, refund, and exchange policies. Thank you for choosing us for your organic and vegan skincare and home fragrance needs.