Refund policy

**Damages and issues

Your satisfaction is very important. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Please note that we are a small independent business that makes everything in small batches by hand, therefore your items may not be perfectly identical to those pictured on our website or viewed in our wholesale locations, and some minor changes to scent and appearance are to be expected among different batches.

 

 

**Returns

If you are still not happy with your purchase, an exchange or refund will be accepted if the item is returned in its original packaging and unused. To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at sugarsprucesupplyco@gmail.com.

If your return is accepted, we’ll send you a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Return rules summary: 
- accepted up to 14 days after delivery.
- Customer to provide return shipping
- no restocking fee
- No final sale items

For hygiene reasons, lip balms are final sale items and cannot be returned. Other final same items include candle flights, limited edition items and mystery bar soaps.

You can always contact us for any return queries at info@sugarsprucesupply.ca 

 

 

**Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Please note that, for hygiene reasons, we cannot accept returns of any of our bath and body products. Also, sale items or gift cards are ineligible for return/exchange/refund.

 

**Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sugarsprucesupply.ca