We want you to feel confident purchasing from us. Because we sell handcrafted personal-care products, certain return restrictions are necessary to protect product quality, safety, and hygiene.
Please review this policy before completing your purchase.
We accept eligible returns requested within 14 days of delivery.
To qualify for a return, the item must be:
Unopened
Unused
In its original condition
In its original packaging
Accompanied by proof of purchase
Items returned without prior approval may not be accepted.
For health, hygiene, and product-integrity reasons, we cannot accept returns of products that have been:
Opened
Used
Sampled or tested
Altered
Damaged after delivery
Stored improperly
We encourage customers to carefully review product descriptions and ingredient lists before purchasing.
To request a return, contact us within 14 days of delivery and include:
Your name
Order number
The item you would like to return
The reason for the return
If your return is approved, we will provide return instructions and the appropriate return address.
Please do not send products back without first receiving return authorization.
Approved returns must be mailed within 7 days after return instructions are provided.
Unless the return is due to an error by us or a product that arrived damaged or defective, the customer is responsible for return shipping costs.
Original shipping charges are nonrefundable.
We recommend using a trackable shipping service and retaining your shipping receipt. We are not responsible for returned packages that are lost or damaged before reaching us.
Once your return is received, we will inspect the product and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for the funds to appear in your account. Processing times vary by bank or card issuer.
We reserve the right to deny a refund if the returned product:
Does not meet the eligibility requirements
Has been opened or used
Is missing original packaging
Is returned outside the approved timeframe
Is damaged because of improper packaging or handling by the customer
Unless otherwise required by law, the following are nonrefundable:
Original shipping charges
Expedited shipping charges
Return shipping costs
Gift-wrapping or similar optional service charges
Discounts or promotional value not actually paid by the customer
Please inspect your order when it arrives.
Contact us within 7 days of delivery if an item arrives damaged, defective, leaking, or different from what you ordered.
Your email should include:
Your order number
A description of the problem
Clear photographs of the product
Photographs of the packaging
A photograph of the shipping label when applicable
Please retain the item and all packaging while we review the issue.
If your claim is approved, we may provide, as appropriate:
A replacement
A refund to the original payment method
Store credit
Another reasonable resolution agreed upon with you
When the issue resulted from our error or verified shipping damage, you will not be responsible for approved replacement shipping or return shipping costs.
LOODUS products are handcrafted in small batches using botanical oils, butters, minerals, and other naturally derived ingredients.
Slight differences in color, scent, texture, firmness, or appearance may occur between batches. These natural variations are expected and do not ordinarily make a product defective or eligible for a refund.
Exposure to heat or cold during shipping may temporarily change a product’s texture or consistency.
A softened, firm, or slightly settled product is not necessarily damaged. Allow the product to return to room temperature before evaluating it.
If a product arrives severely separated, leaking, damaged, or unusable, contact us within 7 days of delivery and provide photographs. We will evaluate temperature-related concerns individually.
Customers are responsible for reviewing the complete ingredient list before purchasing and using a product.
We recommend performing a patch test before widespread use, especially if you have sensitive skin or known allergies. Discontinue use if irritation occurs.
Because individual sensitivities and allergic responses cannot always be predicted, an opened or used product generally cannot be returned solely because a customer dislikes the scent, texture, sensation, or experiences an individual sensitivity.
However, please contact us if you have a concern about a product. We take product-quality and safety reports seriously and may request details such as the product name, lot number, photographs, and a description of what occurred.
Unless otherwise stated at the time of purchase, eligible sale items may be returned under the same conditions described in this policy.
Items clearly marked final sale cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
Gift cards are nonrefundable and cannot be redeemed for cash except where required by law.
We do not currently offer direct exchanges.
To replace an eligible unopened item with a different product, request a return under this policy and place a new order for the desired item.
Damaged, defective, or incorrect products may be replaced without requiring a new purchase when the claim is approved.
Contact us immediately at support@loodusco.com if you would like to cancel an order.
We will make reasonable efforts to accommodate cancellation requests, but we cannot cancel an order once it has been fulfilled or shipped.
An order that has already shipped must be handled under the return provisions of this policy.
Orders refused at delivery or returned because of an incorrect, incomplete, or undeliverable address are not automatically eligible for a full refund.
If the merchandise is returned to us in acceptable condition, we may refund the product purchase price. Original shipping charges and any return-to-sender fees may be deducted from the refund where permitted by law.
If LOODUS cannot fulfill or ship an order and the customer does not agree to a revised shipping date, we will cancel the affected order and refund the amount paid for the unshipped merchandise, including applicable shipping charges associated with that merchandise.