Refund Policy

We stand behind everything we make. If something isn’t right, we want to know about it and we want to make it right. Here’s how that works.

Our Guarantee

Every Black Sapling product is handcrafted with care, tested before it ships, and made to the same standard every time. If your experience doesn’t reflect that, contact us. We’d rather fix the problem than lose your trust.

Returns — Unused Products

If you’d like to return an unused, unopened product in its original packaging, contact us within 14 days of delivery. We’ll issue a full refund to your original payment method or offer an exchange — your choice.

Return shipping is the responsibility of the buyer unless the return is due to our error (wrong item shipped, damaged in our packaging, etc.), in which case we cover return shipping.

Opened or Used Products

Because our products are handcrafted personal care items, we generally cannot accept returns on opened or used products for hygiene reasons.

However — if you opened a product and something is genuinely wrong with it (wrong scent, texture issue, quality concern, or anything that doesn’t meet the standard you expected), contact us. Explain what happened. If you have the lot code from your label, include it. We will work with you to make it right, whether that means a replacement, a store credit, or a refund. We handle these on a case-by-case basis and we err on the side of taking care of our customers.

Damaged or Defective Products

If your order arrives damaged or a product is defective, email us within 7 days of delivery with a photo and your order number. We will replace the item at no cost to you, including shipping. No need to return the damaged product.

Lost Shipments

If your order is lost in transit, contact us. We will work with the shipping carrier to locate it. If it cannot be found, we will reship your order or issue a full refund at your choice.

Digital Products

Due to the nature of digital goods (ebooks, digital guides, downloadable content), all sales of digital products are final. If you experience a technical issue accessing your digital purchase, contact us and we will resolve it.

Refund Processing

Refunds are processed within 5–7 business days of our receiving the returned item (or approving a return for opened products). Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

Want a different scent or product instead of a refund? We’re happy to do exchanges. Contact us within 14 days of delivery and we’ll work it out. If the exchange item is a different price, we’ll charge or refund the difference.

Wholesale Orders

Wholesale orders have separate return terms defined in your wholesale agreement. If you are a retail partner with a return question, contact us directly.

How to Start a Return or Report an Issue

Email us at [your email address] with:

 

Your order number

The product(s) in question

What happened (wrong item, damage, quality issue, or simply changed your mind)

A photo if applicable (especially for damage)

The lot code from your product label if you have it

 

We respond within 24–48 hours and will walk you through next steps.

The Short Version

We make things by hand. We care about quality. If something goes wrong, tell us and we’ll fix it. That’s the whole policy.