Refund Policy
You can return unused, unopened items within 14 days of delivery for a full refund, and faulty items are always refunded or replaced. This policy doesn’t affect your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Changed your mind? Your 14-day right to cancel
• You have 14 days from the day you receive your order to tell us you want to cancel, without giving a reason.
• You then have a further 14 days to send the items back to us.
• Items must be unused, unopened and in their original wrapping or seal.
• Unless the item is faulty, you pay the return postage.
Items we can’t take back
For hygiene reasons, and as the law allows, we can’t accept returns of:
• soap or skincare that has been unwrapped, unsealed or used after delivery
• personalised or made-to-order items, such as custom scents, labels or wedding favours
This doesn’t apply if the item is faulty (see below).
Faulty, damaged or wrong items
If something arrives damaged, faulty, or isn’t what you ordered, we’ll put it right at no cost to you.
• Within 30 days of delivery, you can choose a full refund or a replacement.
• After 30 days, we’ll offer a repair or replacement first. If that isn’t possible, we’ll give you a full or partial refund.
• Please email us a photo of the problem and your order number. We’ll pay any return postage, or we may not need the item back at all.
A note on reactions
Our soaps are handmade with natural ingredients, and the full ingredient list is shown on every product page. If you have a skin reaction, stop using the product and contact us; we’ll look at each case individually. An allergy or sensitivity isn’t a fault in itself, so please check ingredients and patch-test if you have sensitive skin.
Natural variation in colour, pattern, shape and scent is part of handmade soap and isn’t treated as a fault.
How to return an item
1. Email roseann@edenwatersoapcompany.com with your order number and the items you’re returning. You can also use the standard cancellation form if you prefer.
2. Pack the items securely and post them to: Eden Water Soap Company, Eden Hall Lodge, Kelso, TD5 7QD.
3. Use a tracked service and keep proof of postage, as we can’t refund parcels that don’t reach us.
How refunds are paid
• We’ll refund you within 14 days of receiving the items back, or of you showing proof of return, whichever is sooner.
• If you cancel the whole order, we refund the original standard delivery charge too. We don’t refund the extra cost if you choose a faster service.
• If returned items have been handled more than needed to inspect them, we may reduce the refund to reflect the loss in value.
• Refunds go back to your original payment method. Your bank may take a few more days to show it.
Contact us
Questions about a return? Email roseann@edenwatersoapcompany.com or write to Eden Water Soap Company, Eden Hall Lodge, Kelso, TD5 7QD.
Last updated: October 2026