Refund Policy | SŌZŌ Tallow Works

    Refund Policy

    Last updated: March 11, 2026

    Our Commitment

    At Sōzō Tallow Works, we take pride in every product we handcraft. We want you to be completely satisfied with your purchase. If for any reason you are not happy, we are here to help.

    Refund Eligibility

    Eligible for Refund

  1. Products that arrive damaged or defective
  2. Incorrect items received
  3. Unopened and unused products returned within 30 days of delivery
  4. Orders that were never received (after investigation with the shipping carrier)

    5. Not Eligible for Refund

  5. Products that have been opened, used, or partially consumed
  6. Products returned after 30 days from the delivery date
  7. Items damaged due to misuse, improper storage, or customer negligence
  8. Gift cards or promotional items

    9. How to Request a Refund

    To initiate a refund, please follow these steps:

  9. Contact us at customercare@sozotallowworks.com with your order number
  10. Describe the reason for your refund request
  11. Include photos if the product arrived damaged or defective
  12. Our team will respond within 24-48 hours with instructions

    13. Return Shipping

    Damaged or Defective Products

  13. We will provide a prepaid return shipping label at no cost to you
  14. You may also receive a replacement product at no additional charge

    15. Change of Mind Returns

  15. The customer is responsible for return shipping costs
  16. We recommend using a trackable shipping method for your protection
  17. Products must be returned in their original packaging

    18. Refund Processing

    Timeline

  18. Refunds are processed within 5-7 business days after we receive the returned product
  19. The refund will be issued to your original payment method (credit/debit card via Stripe)
  20. Depending on your bank, it may take an additional 5-10 business days for the refund to appear on your statement

    21. Refund Amount

  21. Full purchase price of the product will be refunded for eligible returns
  22. Original shipping costs are non-refundable unless the return is due to our error
  23. If free shipping was applied to your order, no shipping cost will be deducted

    24. Exchanges

    We are happy to exchange products for a different scent or variant, subject to availability. To request an exchange:

  24. Contact us at customercare@sozotallowworks.com within 30 days of delivery
  25. The product must be unopened and in its original packaging
  26. If the exchange item has a different price, we will charge or refund the difference

    27. Local Pickup Orders

    For orders picked up locally in Harrison, Tennessee:

  27. Returns and exchanges can be handled in person
  28. The same 30-day return window applies
  29. Please bring your order confirmation email

    30. Cancellations

    Before Shipping

  30. Orders can be cancelled for a full refund before they have been shipped
  31. Contact us as soon as possible at customercare@sozotallowworks.com

    32. After Shipping

  32. Once an order has shipped, it cannot be cancelled
  33. You may return the product following the return process outlined above

    34. Contact Us

    If you have questions about our Refund Policy, please contact us:

  34. Email: customercare@sozotallowworks.com
  35. Phone: 423-779-7003
  36. Location: Harrison, Tennessee

    37. Questions about this policy? Contact us

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