Refund policy

Return and Refund Policy

At Tío’s All Natural Soap, we want you to feel great about every purchase. We put a lot of care into every bar, and we want you to love what arrives at your door.

Because soap is a personal-care product, we do not accept physical returns of opened or used products. That said, if something is not right, please reach out. We will always do our best to make it right.

Love Your Bar Guarantee

We want you to love your Tío’s bar.

If you are not satisfied with your purchase, contact us within 14 days of delivery at tiosallnaturalsoap@gmail.com.

Please include:

  • Your name
  • Your order number
  • A brief explanation of the issue
  • Photos, when relevant

A physical return is generally not required.

Depending on the situation, we may offer:

  • A replacement
  • Store credit
  • A partial refund
  • A full refund

Every request will be reviewed individually so we can find the best and fairest solution.

Because Familia takes care of Familia.

Opened or Used Products

For hygiene and safety reasons, opened or used soap cannot be physically returned.

You may still contact us under our Love Your Bar Guarantee within 14 days of delivery, and we will work with you to find an appropriate solution.

Unopened Products

If you need help with an unopened product, contact us within 14 days of delivery before mailing anything back.

Please do not send products back without contacting us first.

In most cases, we will not require a physical return. However, we may request one when appropriate and will provide instructions if needed.

Damaged or Defective Products

Please inspect your order when it arrives.

If an item arrives damaged or appears defective, contact us within 14 days of delivery at tiosallnaturalsoap@gmail.com.

Please include your order number and clear photos of:

  • The affected product
  • The product packaging
  • The shipping package, when relevant

After reviewing the issue, we may offer a replacement, store credit, partial refund, or full refund.

Incorrect or Missing Items

If you receive the wrong product or something is missing from your order, contact us within 14 days of delivery.

Once we confirm the issue, we will work to send the correct item, replace the missing item, or provide an appropriate refund or store credit.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order.

We will do our best to help, but we cannot guarantee that changes or cancellations can be made once an order has entered processing or has already shipped.

If an order is successfully canceled before shipment, the refund will be issued to the original payment method.

Refunds

Approved refunds will be issued to the original payment method used for the purchase.

After a refund is issued, your bank, credit-card company, or payment provider may need additional time to process and post it to your account.

Shipping Charges

Original shipping charges are generally nonrefundable.

Shipping charges may be refunded when the issue was caused by Tío’s, including situations where:

  • We shipped the wrong item
  • We failed to include an item you paid for
  • An order could not be fulfilled
  • Another circumstance requires the shipping charge to be refunded

Lost, Delayed, or Missing Packages

Carrier delays do not automatically qualify for a refund.

If your tracking information shows that a package is delayed, lost, or delivered but you cannot locate it, contact us at tiosallnaturalsoap@gmail.com.

We will review the tracking information and help determine the best next step.

Additional information about shipping, delivery delays, address issues, and returned packages can be found in our Shipping Policy.

Natural Product Variations

Tío’s soaps are made using natural ingredients and handcrafted processes.

Because of this, slight differences in color, shape, weight, scent, texture, or appearance may occur between bars and batches.

These small variations are part of what makes each bar unique and do not necessarily mean the product is damaged or defective.

Fair Use of This Policy

We reserve the right to limit or deny requests that appear fraudulent, abusive, excessive, or inconsistent with the purpose of this policy.

Our goal is always to treat customers fairly while protecting our small business from misuse.

Contact Us

Questions about returns, refunds, replacements, or order issues can be sent to:

Tío’s All Natural Soap LLC
Email: tiosallnaturalsoap@gmail.com