Refund and Returns Policy

If you're not happy, neither are we! Please give us a chance to make it right by letting us know if there's a problem with your order or our products. Your feedback helps us make our work better!

If you have questions or concerns about this policy, please contact us at hello@tubbytabby.com and we will be happy to discuss it with you.

Overview

Your satisfaction with your Tubby Tabby Soaps purchase is important to us. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund without proof of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items:

• Gift cards
• Downloadable products
• Products that have been opened and/or used

Please do not send your purchase back to us until you’ve contacted us to give us a heads-up. We may or may not ask you to send your product back to us, depending on the case.

Refunds

We offer a full refund for defective items, or items that you received damaged. This refund must be requested within 30 days of receiving your purchase. Proof of purchase will be requested for cash purchases (for example, if you made your purchase at an in-person event); typically we'll ask for a photo of the product. We keep a record of online purchases and don't typically require additional documentation from you if you made your purchase through our web store.

Once approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 5 business days. Refunds for cash purchases are issued by e-transfer.

Clearance items

Any items marked “final sale” cannot be refunded. They are sold as-is.

Exchanges

We replace items if they are defective, damaged or covered by a specific product guarantee. If you need to exchange it for the same item, send us an email at hello@tubbytabby.com and we will send detailed instructions on next steps.

Gifts

If you received an item as a gift and it’s defective or covered by a specific product guarantee, you may still be eligible for an exchange, return or refund. The product must be new, unopened and unused in order to be exchanged or returned. For defective products or those covered by a specific product guarantee, we're able to offer a store credit, even if the product is opened and/or has been used. Please contact us and we will give you detailed instructions on how to proceed.

If a monetary refund is really what you desire, please get the gift-giver to contact us with their original purchase receipt, so that we can apply our regular refund policy to the product in question.

Shipping returns

To return your product, you may need to mail it back to us. If this is the case, we will let you know where to send it to once we’ve received your return request.

If the product isn’t defective or covered by a specific product guarantee, you will be responsible for paying for your own shipping costs for returning your item. However, if the product is defective or covered by a specific product guarantee, we typically will not need you to return the product.

Shipping costs are always non-refundable.

Those who are local to the Ottawa area will not be asked to ship back their product, as we expect them to drop it off or make it available for pickup, depending where they’re located. If they wish to ship it anyway, it will be at their own expense.

Specific product guarantees

Some of our products are just so good that we offer a guarantee. We’re so sure you’ll love them that if you don’t—even though you’ve opened and used them—we’ll offer a credit towards your next order. This includes our shampoo bars, for example, which we guarantee you’ll love after 5 washes. If you don’t, you can get a credit for the full cost of the product. This can then be applied to a future order.

Need help?

Contact us at hello@tubbytabby.com for questions related to refunds and returns.