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Refund Policy

Last updated: September 9, 2026

Everyone makes mistakes...even us here at SugarHill. If for any reason you are not completely satisfied with your purchase, please contact us within 15 days of receiving your order. We will do everything we reasonably can to make it right for you.

Email: sugarhillsoapandcandlecompany@gmail.com

RETURNS AND REFUNDS

Because of the nature of our products and for the safety and confidence of our customers, we generally do not accept physical returns of used or opened personal-care products, including soaps, body products, and other products intended for use on the skin.

However, if you receive the wrong item, a damaged or defective item, or there is an error on our part, we will make it right.

Depending on the circumstances, we may provide a replacement, store credit, or refund.

Please contact us within 15 days of receiving your order so that we can review the issue and determine the appropriate resolution.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when you receive it.

If your order arrives damaged, defective, or contains the wrong item, please contact us as soon as possible at:

sugarhillsoapandcandlecompany@gmail.com

Please include your order number and, when applicable, photographs of the damaged, defective, or incorrect item.

We will review the issue and work with you to determine the appropriate resolution.

If the issue was caused by an error on our part, we may provide a replacement or refund and, when appropriate, cover reasonable return shipping costs.

NON-RETURNABLE ITEMS

For hygiene and product-safety reasons, we generally cannot accept returns of products that have been opened, used, or applied to the body.

This includes personal-care products such as:

  • Soaps

  • Body butters

  • Sugar scrubs

  • Hand and body products

  • Other products intended for personal use

We also do not accept returns on:

  • Custom or personalized products

  • Special orders

  • Sale or clearance items

  • Gift cards

If you are unsure whether your purchase qualifies for a refund or replacement, please contact us. We are happy to review your specific situation.

CANDLES, WAX MELTS, AND HOME FRAGRANCE PRODUCTS

Candles, wax melts, room sprays, linen sprays, and other home-fragrance products may not be eligible for physical return once opened or used.

If you receive one of these products damaged, defective, incorrect, or otherwise not as described, please contact us within 15 days of receiving your order so that we can determine the best way to make it right.

EXCHANGES

We do not offer traditional exchanges on most products.

If you receive the wrong item or an item that is defective or damaged, please contact us. Depending on the circumstances, we may provide a replacement item.

HOW TO REQUEST A REFUND OR RESOLUTION

To request a refund, replacement, or other resolution, contact us at:

sugarhillsoapandcandlecompany@gmail.com

Please include:

  • Your name

  • Order number

  • Description of the issue

  • Photographs, if applicable

Please do not send products back to us without first contacting SugarHill and receiving instructions.

If a return is approved, we will provide instructions regarding where and how the item should be returned.

The customer is responsible for return shipping costs unless the return is the result of an error on our part, a defective product, or another circumstance where SugarHill agrees to cover the cost.

REFUNDS

Once we have reviewed an approved return or other refund request, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

Please allow additional time for your bank or credit-card company to process and post the refund. The time required for the refund to appear in your account may vary depending on your payment provider.

If you have not received an approved refund within a reasonable period, please contact us at:

sugarhillsoapandcandlecompany@gmail.com

CONTACT US

If you have questions about our Refund Policy or need assistance with an order, please contact us:

SugarHill Soap and Candle Company

Email: sugarhillsoapandcandlecompany@gmail.com

Website: SugarHillSoapAndCandleCo.com