First, if you have the need to consider refunds or returns, you likely ordered a product from us. Which means we owe you a "Thank you!" Nothing makes us happier than a Soy & Bean customer, and as such we promise to do our best to deliver an amazing product and customer experience, and rest assured to make right of any hiccups along the way. That said here are some things you might want to know...
Purchased but not yet Personalized/Shipped (Cancellation):
You may cancel an order at any time within 24 hours of purchase and a 5% processing fee will apply. As all our dolls and rattles are custom, before they hit the workshop, we must have time to process the cancelled request. Our fabrics are hand-selected with limited quantities available.
Product has been Personalized/Shipped/Delivered but is UnusedUsed Products
- Within 7 days of receipt of your order, you may request a refund.
- For our personalized dolls, the product will be arranged for personalization on in stock dolls within 48 hours after the order has been placed. Due to the specificity of the personalized product, once the product has finished personalization, if you apply for a refund, you will be charged up to 30% restocking fee (withheld from the refund).
- For the 30% restocking fee, please understand that any personalized items are not able to be resold, if you have decided to take a refund, please reject this package when it arrives. After the package is returned to us, we will donate your item to children in need. When you return an item, you accept the restocking fee. This fee will cover any costs associated with this donation.
- We do not offer returns except in EXTREME cases of malfunction. We request that you send an email to info (at) soyandbean (dot) ca regarding your doll and we would be happy to re-issue you a new doll or refund once approved by our team. Please note, we can not guarantee the same print for re-issues as all fabrics are hand-selected and are limited.
Late or Missing Refunds
If you haven’t received a refund yet, please wait 7-10 business days (credit card processing time) and then check your account again. You can contact us at any time at info (at) soyandbean (dot) ca to check the status of your refund. It may take some time before your refund is officially posted to your banking institution.
Shipping Damage Claims
We are proud of our products, but we cannot control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check that the item is in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at info (at) soyandbean (dot) ca.
Please Note: We will not accept Shipping Damage Claims later than 7 days from receipt of your custom doll/rattle.