Due to the nature of soaps, Soapworks Factory will not issue a refund for any soap that has been used. Soapworks Factory will issue a refund for unused soap or soap or accouterments (accessories) that were damaged during shipment. To begin the refund process, email us at: firstname.lastname@example.org. If we grant you a refund, we will request the item be sent to: soapworksfactory, LLC, 3428 Angelas Cove, Franklin, OH 45005. Once Soapworks Factory receives the item(s), we will issue you a refund to the credit card you initially paid on and this process will be accomplished within 5 days of our acceptance of your shipment.