Refund policy

At Sultry Soak, every product is handcrafted with care, and we want you to love your purchase. If something isn’t right, we’re here to help.

Returns & Exchanges

Due to the personal and hygienic nature of soaps, candles, and melts, we do not offer returns, exchanges, or refunds unless the product does not meet Australian Consumer Guarantees. We do not provide refunds or exchanges for change of mind, so please choose carefully.

Damaged or Faulty Items

We take great care with our packaging to ensure your order arrives safely. If your items arrive damaged, please contact us within 48 hours with photos of the damage, the product name, and your order number at hello@sultrysoak.com.au. We will replace the affected items whenever possible, and a refund will be issued only if a replacement is unavailable.

Our soap & wax melt decorations may become loose during transport.

Incorrect Items

If you received the wrong product, please contact us within 7 days so we can correct the mistake at no additional cost.

Cancellations

Please contact us as soon as possible to request a cancellation. We cannot guarantee any changes or cancellations within 24 hours prior to shipping. However, we will try our best to accommodate your request.

If a refund is approved, it will be processed back to your original payment method. Please allow a few business days for the transaction to appear in your account.

Questions?

We’re always here to help. If you have any concerns about your order, please reach out- Customer Care is important to us, and we want to ensure you have a beautiful experience with Sultry Soak.