Refund policy
Soft & Sage Returns Policy – Because your peace of mind matters as much as your skin.
We want you to love every jar, bottle and scoop. If something doesn’t feel right, we’re here to make it right – gently and without fuss.
|
Situation |
What you can do |
Time frame |
How we handle it |
|
You simply changed your mind |
Full refund or exchange |
14 days from delivery |
You pay return shipping |
|
Product arrived damaged or leaking |
Full refund or free replacement |
7 days from delivery |
We pay return + new shipping |
|
Allergic reaction / skin irritation |
Full refund (even if opened & used) |
30 days from delivery |
We pay return shipping |
|
Wrong item sent or missing from order |
Free replacement + R150 calming voucher |
No time limit |
We cover everything |
|
Collagen pouch sealed but you don’t like the taste |
Exchange for any body product of same value |
14 days |
You pay return shipping |
How to return
-
Simply email hello@softandsage.co.za with your order number and a photo (if damaged/irritated).
-
We’ll reply within 2 hours during business hours with return instructions.
-
Return address: [Your collection address ]
-
åRefunds are processed within 48 hours of receiving the returned item and land back in your account within 3–5 business days.
Non-returnable (by law)
-
Products where the seal has been broken purely for hygiene testing and there is no reaction (except collagen pouches – see above).
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We truly hope you never need this policy, but if you do, know that we’ll treat you exactly the way we’d want to be treated.