Refund policy

At BathKandy, we craft every batch of bath and body delights by hand, and we want you to be thrilled with every sweet indulgence you receive—whether it’s a one-time purchase or your Kandy Konfidential subscription box! If something isn’t right, we’re here to help. Please review our Return and Refund Policy below for details on our no-return policy, exceptions for damaged or faulty items, and special considerations like melting in transit.

 

1. Returns: Non-Returnable Policy

For hygiene and safety reasons, all products are non-returnable and non-exchangeable. This applies to:

  • All bath and body items
  • Kandy Konfidential subscription boxes
  • Regardless of condition or reason

The only exception is for items that arrive damaged or faulty (see Section 3).

Once a product leaves our facility, it is considered final sale. If you’re unhappy with your purchase, please contact us and we’ll do our best to assist within the scope of this policy.

2. Non-Returnable Items and Conditions

To clarify, the following are non-returnable and non-refundable:

  • Gift cards or promotional vouchers
  • Items damaged due to misuse, improper storage (e.g., direct sunlight, excessive heat), or neglect
  • Melted products caused by transit or storage conditions (see Section 4)
  • Items held, delayed, or seized by customs (see Section 6)
  • Used or opened products

3. Damaged or Faulty Items (Excluding Melting)

If you receive a damaged, defective, or incorrect product (not related to melting in transit), we’ll help make it right.

  • Timeframe: Contact us within 2 days of delivery with your order number and clear photos of the issue.
  • How to contact us: Email team@bathkandy.com with a brief explanation (e.g., “broken jar,” “wrong item received”) and images.
  • Review: We’ll review your request. If approved, we’ll issue a Return Authorization Number (RAN) and a prepaid shipping label for return to our facility.
  • Resolution: Once we receive and inspect the returned item, we will either:
    • Issue a full refund to your original payment method, or
    • Send a replacement (subject to availability), at no extra cost to you.

Refunds typically process within 7–10 business days after approval, but your bank or card issuer may take additional time to post the funds. Returns sent without a valid RAN will not be accepted.

4. Special Note: Melting in Transit

Many BathKandy products are made with natural butters and oils designed to soften or melt at body temperature. During warmer months or in hot climates, they may melt in transit.

  • No responsibility for melting: BathKandy is not responsible for products that arrive melted due to heat, weather, or transit conditions beyond our control.
  • No refunds or replacements: We do not offer refunds or replacements for items that melt in transit.
  • How to use melted products: Melted products are still usable. Place them in the fridge or freezer to re-solidify and then use as normal.
  • Storage tip: To prevent further melting, store your BathKandy products in a cool place away from direct sunlight or heat sources.
  • For clarity: melting alone is not considered “damage” or “faulty” under this policy.

5. Refunds

Refunds are issued only in the following situation:

  • Approved returns of damaged, defective, or incorrect items (as described in Section 3).

Details:

  • Once your return is received and inspected, we’ll notify you via email of approval or rejection.
  • Approved refunds will be processed to your original payment method within 7–10 business days.
  • Refunds cover the item cost. Original shipping fees are only refunded if the issue was due to our error (e.g., we shipped the wrong item).
  • Customs duties, taxes, or import fees paid to your local authorities are non-refundable.

6. Shipping Costs, Customs & Transit Issues

  • Original Shipping: Shipping rates are calculated at checkout based on destination, weight, and service level. Kandy Konfidential shipping fees are also calculated at checkout.
  • Returns for Damaged/Faulty Items: For approved damaged or faulty items (Section 3), we cover the cost of return shipping by providing a prepaid label.
  • Customs & Import Fees: Customers are responsible for any customs fees, duties, or taxes charged by their country.
  • Customs Delays or Seizures: BathKandy is not responsible for delays, losses, or seizures caused by customs. No refunds are issued for orders not delivered due to customs decisions.
  • Lost or Significantly Delayed Packages: If your package is lost, significantly delayed, or arrives damaged, please contact us at team@bathkandy.com. We’ll investigate with the carrier and work with you in line with our Refund Policy to find a suitable solution.

 

7. Cancellations

Single Orders:

  • You may cancel your order for a full refund if it has not yet shipped.

  • Email team@bathkandy.com with your order number as soon as possible.

  • Once an order has shipped, it is considered final sale under our no-return policy (except for damaged or faulty items as outlined above).

Kandy Konfidential Subscriptions:

  • You can cancel anytime via your BathKandy account before the billing date (the last day of the prior month—for example, April 30 for the May/June box).

  • Once a renewal has been billed, refunds are not available for that box.

  • Depending on status, you may be able to skip or pause an upcoming box—contact us if you need help.

8. Contact Us

Questions about your order or this policy? Email us at team@bathkandy.com.

BathKandy reserves the right to refuse returns or refunds that do not meet the conditions outlined above.

Thank you for choosing BathKandy—we’re excited to bring a little sweetness to your self-care routine.