Last Updated: September 2026

At Soak & Sage, every product is made with care and packed to reach you in perfect condition. Because our products are personal care and bath & body products intended for direct application to the skin, we follow a hygiene-first approach to returns and exchanges.

Please read the following policy carefully before placing your order.

1.Returns & Exchanges
Due to the personal-care nature of our products and for hygiene and safety reasons, we do not accept returns or exchanges for products that have been opened, used, tested, or tampered with after delivery.

We are unable to accept returns or exchanges due to a change of mind, fragrance preference, personal preference, or incorrect product selection by the customer.

We therefore encourage you to review the product description, fragrance information, ingredients, and other product details carefully before placing your order.

2. Damaged Products
If your order arrives damaged, please contact us within 24 hours of delivery.

To help us investigate the issue quickly, please provide:

• Your order number
• Photographs of the damaged product and packaging
• A clear unboxing video, where available
• Photographs showing the shipping label
• A brief description of the issue

Please retain the original packaging until your concern has been resolved.

Once the issue has been verified, Soak & Sage may, at its discretion, offer a replacement at no additional cost to you.

3. Wrong Product Received
If you receive a product different from the one ordered, please notify us within 24 hours of delivery.

Please share your order number along with photographs and, where available, an unboxing video showing the product received.

After verification, we will arrange a replacement with the correct product at no additional cost.

The incorrectly delivered product must remain unused and in its original packaging.

4. Missing Products
If one or more products are missing from your order, please contact us within 24 hours of delivery with:

• Your order number
• Details of the missing product(s)
• Photographs of the package as received
• An unboxing video, where available

We will investigate the issue with our fulfillment and logistics partners and, once verified, arrange the appropriate resolution.

5. Leakage or Transit Damage
Our products are securely packed before dispatch. However, in the unlikely event that a product leaks or is damaged during transit, please contact us within 24 hours of delivery.

Please do not discard the damaged product or packaging until we have completed our assessment.

Depending on the nature and extent of the damage, we may offer a replacement or refund.

6. Conditions for a Valid Replacement or Exchange

A replacement or exchange request may only be accepted when:

• The request is raised within the specified time period.
• The product was received damaged, defective, incorrect, or incomplete.
• The product has not been used or tampered with.
• The original packaging and product are retained.
• The issue can be reasonably verified through the information provided.

All requests are subject to verification by the Soak & Sage team.

7. Non-Returnable Products
The following are not eligible for return or exchange:

• Products that have been opened or used
• Products that have been tested or partially consumed
• Products returned due to change of mind
• Products returned because the fragrance was not preferred
• Products purchased incorrectly by the customer
• Products without their original packaging
• Products damaged after delivery due to improper storage or handling
• Products for which the return request was raised outside the specified timeframe

Products purchased through unauthorised sellers or third-party sources

8. Refunds
Where a refund is approved, it will be processed to the original mode of payment used for the purchase, wherever possible.

The time taken for the refund to reflect in your account may depend on your bank, payment gateway, or financial institution.

Shipping charges, convenience charges, or other non-refundable charges, where applicable, may not be included in the refund.

9. Exchanges
We do not offer exchanges for reasons such as change of mind, fragrance preference, or incorrect product selection.

Exchanges are only considered in cases where the wrong, damaged, defective, or incomplete product has been received and the issue has been verified by our team.

10. How to Raise a Return or Replacement Request
To report a damaged, defective, incorrect, or incomplete order, please contact us at:

Email: support@soakandsage.com
Please mention “Return/Replacement Request – [Order Number]” in your communication.

Our team will review the request and get back to you with the next steps.

11. Important Note
We strongly recommend that you record an unboxing video immediately upon receiving your order, particularly for orders containing multiple products.

An unboxing video helps us verify the condition and contents of your package and may be required when investigating claims relating to damage, leakage, missing products, or incorrect items.

In the absence of an unboxing video, we may still review your request based on the photographs and information provided; however, approval will remain subject to verification.

12. Our Commitment
We want every Soak & Sage order to arrive exactly as intended. If something goes wrong with your order, please reach out to us within the applicable timeframe and our team will do its best to resolve the issue fairly and promptly.