Refund policy
Every Monticello Soap Company product is handcrafted in small batches, and many of the goods in our shop are one-of-a-kind. Because of the personal-care nature of what we make, all sales are final except as described below. Please read this policy before ordering - placing an order means you accept these terms.
All Sales Are Final
For health, hygiene, and safety reasons, we cannot accept returns or exchanges on any of the following, whether opened or unopened:
- Bath, body & personal care items - bar soap, bath bombs, shower steamers, shampoo and conditioner, body wash, lotions, lip balms, beard oil, soaking salts, and similar products
- Refillery products - all items sold by the ounce or refilled in store
- Home care products - laundry, dish, and cleaning products
- Custom, private label, and special orders - including wedding favors, corporate gifts, and made-to-order soap
- Antiques, vintage items, and one-of-a-kind local artisan goods - sold as-is, with the character and wear described in each listing
- Sale and clearance items, gift baskets, and gift cards
Class Registrations
Class fees are non-refundable. If you cannot attend, contact us at least 48 hours before class time and we will gladly transfer your registration to a future class date or to another person of your choosing. No-shows and cancellations within 48 hours forfeit the registration fee, as materials are purchased and seats are held on your behalf.
Damaged or Incorrect Orders
We stand behind our craftsmanship. If your order arrives damaged or incorrect, email shop@monticellosoap.com within 5 days of delivery with your order number and clear photos of the item and packaging. Once verified, we will replace the item or refund it to your original payment method — our choice of remedy, at no cost to you. This is the only circumstance in which a refund is issued.
Claims made after 5 days, or without photos, cannot be honored.
Unauthorized Returns
Packages returned to us without prior written authorization will not be accepted or refunded, and cannot be reshipped.
Local Pickup
Please inspect your order at pickup. Once your order leaves our shop at 262 N Cherry St, it is considered accepted.
Shipping
Shipping charges are non-refundable. Once a package is scanned as delivered by the carrier, we are not responsible for loss or theft; we will gladly assist you in filing a carrier claim.
A Note on Natural Variation
Our soaps are hand-poured, hand-cut, and colored with botanicals, clays, and micas. Variations in color, swirl, scent strength, and weight are the nature of handmade goods - they are a feature, not a defect, and are not grounds for a claim.