Refund & Returns Policy

Last Updated: October 5, 2026

At Soaps Factory, many of our products are manufactured, customized, or packaged according to individual customer requirements.

Because of the customized nature of B2B OEM, ODM, private label, and wholesale manufacturing, returns and refunds are handled differently from standard retail purchases.

This policy explains our general approach to cancellations, returns, refunds, and product quality claims.

1. Customized Products

Customized products are generally not eligible for return or refund after production has started.

This may include:

• Custom formulations

• Private label products

• Custom fragrances

• Custom colors

• Custom shapes

• Custom molds

• Printed packaging

• Custom labels

• Custom boxes

• Branded containers

• Customer-specific product specifications

• Specially sourced ingredients or packaging materials

Because these products are produced specifically for an individual customer, they may not be suitable for resale to other customers.

2. Order Cancellation

Customers should contact us as soon as possible if they need to cancel an order.

Cancellation eligibility depends on the production status.

Before Production Begins

If production has not started and no customized materials have been purchased or produced, cancellation may be possible.

Any non-refundable costs already incurred may be deducted from the refund.

After Production Begins

Once production, printing, packaging manufacturing, formula preparation, mold production, or material purchasing has started, cancellation may no longer be possible.

If cancellation is accepted, the customer may be responsible for costs already incurred.

3. Deposits

Deposits may be required for OEM, ODM, private label, and wholesale orders.

Unless otherwise agreed in writing, deposits may become non-refundable once production or procurement activities begin.

This may include costs related to:

• Raw materials

• Packaging

• Printing

• Molds

• Labels

• Formula development

• Production preparation

• Third-party supplier commitments

The applicable deposit terms will normally be stated in the quotation, invoice, purchase agreement, or sales contract.

4. Sample Orders

Sample fees and sample shipping charges are generally non-refundable after the sample has been prepared or shipped.

Customized samples may also include development, packaging, printing, or mold fees.

If a sample is damaged during shipping, please contact us with supporting photos or videos so we can review the situation.

5. Custom Formula Development Fees

Fees paid for custom formula development, testing, prototypes, or related development work are generally non-refundable once the development process has started.

These fees cover work already performed and materials already used.

6. Custom Mold and Packaging Fees

Custom molds, printing plates, packaging development, labels, boxes, bottles, wrappers, and other customized materials are normally non-refundable after production or procurement begins.

If a project is canceled, completed customized materials may remain subject to the terms agreed in the applicable quotation or contract.

7. Quality Issues

If you believe your order has a manufacturing defect, incorrect specification, quantity discrepancy, or other quality issue, please contact us promptly after receiving the shipment.

Please provide relevant information, including:

• Order number

• Product name

• Batch information, where available

• Quantity affected

• Description of the issue

• Photos or videos

• Packaging photos

• Shipping carton information

• Any other relevant evidence

We may request additional information or product samples to investigate the issue.

8. Claim Review

All quality claims are reviewed based on the confirmed product specifications, approved samples, production records, inspection records, and supporting evidence.

Depending on the nature of the issue, possible resolutions may include:

• Replacement of affected products

• Reproduction

• Credit toward a future order

• Partial refund

• Other mutually agreed commercial resolution

The appropriate solution will depend on the specific circumstances.

9. Normal Manufacturing Variations

Minor variations may occur in manufacturing and do not necessarily constitute a product defect.

These may include reasonable variations in:

• Color

• Fragrance

• Texture

• Weight

• Shape

• Surface appearance

• Packaging

• Printing

• Raw material characteristics

Natural or plant-based ingredients may also produce minor differences between batches.

Acceptable tolerances may be agreed during product development or order confirmation.

10. Customer-Approved Specifications

Customers are responsible for reviewing and approving final specifications before production.

This may include:

• Formula

• Ingredients

• Fragrance

• Color

• Weight

• Shape

• Logo

• Label content

• Artwork

• Packaging

• Printing

• Carton specifications

If products are manufactured according to approved specifications, returns or refunds generally will not be accepted solely because the customer later changes their preference.

11. Artwork and Labeling

Customers are responsible for reviewing and approving artwork, labels, text, barcodes, trademarks, product claims, and other printed information before production.

We are not responsible for errors that were present in customer-approved artwork or information.

Customers should carefully review all artwork before giving final approval.

12. Shipping Damage

Damage caused during shipping should be reported as soon as possible.

Customers should provide:

• Photos of the outer carton or pallet

• Photos of the damaged products

• Shipping labels

• Delivery documents

• Photos taken before unpacking, where possible

Responsibility for shipping damage may depend on the agreed Incoterm, carrier terms, and shipping insurance.

We will reasonably assist with carrier or insurance claims where applicable.

13. Incorrect Shipping Information

Refunds or free replacement may not be available where delivery problems result from incorrect or incomplete information provided by the customer.

This may include:

• Incorrect address

• Incorrect recipient information

• Missing customs information

• Failure to complete import clearance

• Refusal to accept delivery

• Failure to pay applicable duties or taxes

Additional shipping or storage costs may be charged to the customer.

14. Regulatory and Market Requirements

Customers are responsible for confirming that products, ingredients, labels, claims, packaging, and documentation comply with the requirements of their intended market.

A product is not considered defective solely because a customer later determines that additional registration, labeling, testing, certification, or documentation is required in their market, unless such requirements were specifically agreed in writing before production.

15. Change of Mind

Because our business primarily involves B2B, customized, and bulk manufacturing, we generally do not accept returns or refunds based solely on:

• Change of mind

• Changes to branding strategy

• Changes to market demand

• Changes to retail plans

• Unsold inventory

• Customer preference after approval

• Changes requested after production

Customers are encouraged to order samples and confirm all specifications before placing a bulk order.

16. Refund Processing

If a refund is approved, the refund method and amount will be confirmed with the customer.

Refunds may be processed using the original payment method or another mutually agreed method.

Bank charges, payment processing fees, currency conversion costs, or other third-party charges may be deducted where applicable and legally permitted.

17. Contract Terms

For B2B orders, refund, cancellation, claim, and warranty terms stated in a signed quotation, invoice, purchase order, manufacturing agreement, sales contract, or other written agreement may take precedence over this general website policy.

18. Contact Us

For cancellation requests, product quality concerns, refund questions, or return inquiries, please contact us:

Company Name: [LEGAL COMPANY NAME]

Brand / Website: Soaps Factory

Website: soapsfactory.com

Email: [BUSINESS EMAIL]

Phone: [BUSINESS PHONE NUMBER]

Business Address: [FULL LEGAL BUSINESS ADDRESS]

Country: China