General Return Eligibility
For most unused, unopened, and undamaged products, we accept return requests within 30 calendar days from the date of delivery to your shipping address. This policy applies to all online orders shipped within the continental United States (our primary service area). To be eligible for a return:
Returned items must remain in their original, resalable condition, with all original packaging, labels, tags, and accessories intact and undamaged.
Products must not show any signs of use, alteration, or damage caused by the customer (e.g., opened soap bars, body creams melted due to improper storage).
All return requests require a valid order confirmation, receipt, or shipping tracking number as proof of purchase.
Personal care items (e.g., soaps, bath bombs, lip balms) are eligible for return only if they remain unopened and unused, in order to ensure compliance with hygiene standards.

Exceptions and Non-Returnable Items
Due to the nature of the products themselves and hygiene regulations, the following items are considered “Final Sale” and are non-returnable:
Opened, used, or partially consumed personal care products (e.g., opened soap bars, used bath bombs).
Clearance, special offer, or promotional items explicitly marked as “Final Sale” at checkout.
Customized or personalized products (e.g., custom-scented soap bundles).
Items damaged due to customer negligence, improper use, or the provision of an incorrect shipping address by the customer.
Items shipped at the customer’s request that are subsequently damaged in transit due to extreme weather conditions (e.g., solid lotion bars melting during summer shipping) are non-returnable.

Return Process
To initiate a return request within the 30-day return window:
Please contact our Customer Service team by emailing service@buffcitysoapl.us or calling +86 13735206282, and provide your order number, product details, and the reason for the return. Our team will review your request within 1–2 business days; if approved, we will issue you a “Return Authorization Number” (RA Number) along with detailed return instructions.
Please carefully repackage the item(s) in their original packaging, include all accessories, and clearly mark the Return Authorization Number (RA Number) on the exterior of the package.
Please return the item(s) using a shipping method that provides tracking services; refer to the return instructions we provided for the correct return address. Unless the item is defective or damaged (see Section 4), return shipping costs are the responsibility of the customer.
We recommend that you retain your return tracking number for your records, as we cannot be held liable for any returned items that are lost or damaged during transit.

Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or incorrect (e.g., wrong scent, damaged packaging, manufacturing defects, etc.), please notify us within 48 hours of receipt and include photographs of the item and its packaging. We will proceed as follows:
We will approve a full refund, a free exchange, or store credit (at your discretion), at no additional cost to you.
We will cover all return shipping costs for defective/damaged items and cover the shipping costs for sending out replacement items.
In cases where an incorrect item was shipped, we will ship the correct item to you or process a full refund (including the original shipping costs).

Refund Processing and Timeline
Once we have received your returned item(s) and completed our inspection and review:
The refund will be issued back to the original payment method used for your purchase (e.g., credit card, debit card, PayPal, etc.).
Once the refund has been processed, it typically takes 3–5 business days for the funds to appear in your account (the exact timing depends on your specific payment service provider).
For standard returns (excluding defective/damaged items), the original shipping costs are non-refundable.

In-Store Returns and Holiday Return Extensions
In-Store Returns: You may return items purchased online to any buffcitysoapl retail store, provided you present your proof of purchase and the return is verified and approved by store staff. Compliance Statement and Contact Information
If you have any questions, concerns, or require assistance with returns, please feel free to contact our customer service team:
Email: service@buffcitysoapl.us
Phone: +86 13735206282
Mailing Address: buffcitysoapl, [Room 301, 3rd Floor, Comprehensive Building No. 1, No. 349 Fenghuang Road, Shaoxing City, Zhejiang Province]