We want you to love what you get. If something is not right, here is exactly how returns and refunds work at Petrichorology.
The short version
- You have 30 days from the delivery date to request a return.
- Items must be unused, unopened and in their original packaging.
- If we made a mistake or your order arrived damaged, we cover everything.
What can be returned
Handmade bars, soaps and skincare are personal care products, so hygiene rules apply. We can accept a return when the item is:
- Unused and unopened, with its original packaging and labels intact.
- Requested within 30 days of delivery.
- Accompanied by your order number or proof of purchase.
What cannot be returned
For health and safety reasons, we cannot accept:
- Opened or used bars, soaps, balms, serums, masks or refills.
- Gift cards and digital downloads.
- Free items and samples.
- Items marked as final sale.
This is not us being difficult — once a personal care product has been opened, it cannot be resold to anyone else.
If your order arrives damaged or wrong
Different rules, and they are in your favour. Email us within 7 days of delivery at info@petrichorology.com with your order number and a photo of the item and the packaging.
We will send a replacement or issue a full refund, and you do not pay any shipping. No need to return the damaged item unless we ask for it.
How to start a return
- Email info@petrichorology.com with your order number and what you would like to return.
- We reply within 1–2 business days with the return address and instructions.
- Ship the item back. Please do not send anything before we confirm — packages sent without an approved return may not be processed.
Return shipping is paid by the customer, except when the item is damaged, defective or not what you ordered. We recommend a tracked service; we cannot refund a package that never reaches us.
Refunds
Once your return arrives and we have checked it, we email you the decision. If approved, the refund goes back to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take a few extra days to appear on your statement.
Original shipping charges are not refunded, unless the return is due to our error.
Exchanges
The fastest way to swap a product is to request a refund for the original item and place a new order for the one you want. If you would rather exchange directly, email us and we will sort it out.
Cancelling an order
Orders are processed within 1–3 business days. If you need to cancel or change an order, email us as soon as possible — if it has not shipped yet, we will cancel it at no cost. Once it has shipped, the return process above applies.
Questions
Write to info@petrichorology.com. A real person reads it.