Return & Refund Policy

Last updated: September 24, 2026

As I craft my soaps with care, I want you to be fully satisfied with your purchases. In this policy, the terms "I," "my," or "me" refer to Alexander Ward and the Savon De La Chaume brand. The terms "you" or "your" refer to you, the customer.

This policy outlines your legal rights regarding returns, cancellations, and refunds for purchases made on my website.

1. Your 14-day right of withdrawal

In accordance with Articles L. 221-18 et seq. of the Consumer Code and European consumer protection laws, you have the legal right to change your mind and cancel your order within 14 calendar days, without having to provide a reason or pay a penalty.

  • Start of the period: The 14-day period begins the day after you (or a third party designated by you, other than the carrier) take physical possession of the items. For orders delivered in multiple packages, the period begins the day after the last package is received.
  • Extension for weekends and public holidays: If the 14-day period expires on a Saturday, Sunday, or public holiday, it is automatically extended to the next business day.

2. How to notify your decision to withdraw

To exercise your right of withdrawal, you must inform me of your decision before the 14-day period expires. You may notify me:

  1. By email: Send your cancellation request to contact@savon-de-la-chaume.com;
  2. Via your customer account: Log in to your account at savon-de-la-chaume.com and submit a return request; or
  3. Via the withdrawal form: Complete and send me the model withdrawal form available to download here.

Please include: your full name, the email address used for the order, the order number, and a list of the item(s) you wish to cancel or return.

Cancellation before shipment: If you notify me before your package leaves my soap workshop, I will cancel your order immediately and issue a full refund, with no need to return the merchandise.

3. Important exception: Cosmetic hygiene and safety

In accordance with Article L. 221-28, 5° of the Consumer Code, the right of withdrawal cannot be exercised for goods that were sealed and subsequently unsealed by the consumer after delivery, as they cannot be returned for reasons of hygiene or health protection.

Cosmetic hygiene notice: As my product range includes handcrafted soaps and body care products, I cannot accept returns or issue refunds for any item that has been opened, unsealed, used, or removed from its original packaging or protective film. To remain eligible for a return, your soaps and cosmetic items must be intact, strictly unopened and unused, and kept in their original sealed packaging.

4. Return of eligible products

If you have notified me of your intention to return an eligible (unopened) product:

  1. Return period: You must return the items no later than 14 calendar days after the date on which you notified me of your withdrawal.
  2. Return costs: You are responsible for the direct costs of returning the package, unless I sent you an incorrect or defective item.
  3. Packaging: You must securely return the items in their original packaging, along with your order number or invoice, to the following address:

    Alexander Ward, Savon De La Chaume, Lieu-dit La Chaume, 03380 Archignat, France

I recommend using a tracked delivery service, as you remain responsible for the items until they are safely delivered to my address.

5. Reimbursement terms and timeframes

Upon receipt of your return package, I will inspect the items to confirm compliance with hygiene requirements.

  • What is refunded: I will refund all payments received from you for the returned items, including standard delivery costs. (Note: If you chose an express or non-standard delivery method when placing your order, I will only refund costs up to the amount of the cheapest standard delivery rate.)
  • Refund method: I process all refunds using the same payment method used for the original transaction, at no additional cost to you.
  • Refund timeframe: I will process your refund no later than 14 days from the date the returned items are received at my address, or from the date you provide official proof of shipment indicating that the items have been sent back—whichever occurs first.

6. Damaged, defective, or incorrect items

In addition to your right to change your mind, products purchased from my shop are covered by the statutory warranties provided for under French law:

  • Statutory guarantee of conformity (Articles L. 217-3 et seq. of the Consumer Code): Covers products that are non-compliant or damaged for a period of 2 years from the date of delivery.
  • Statutory guarantee against hidden defects (Articles 1641 et seq. of the Civil Code).

If you receive an item that is damaged in transit, defective, or sent in error, please contact me immediately at contact@savon-de-la-chaume.com with your order number and photos of the issue. I will arrange for a replacement or issue a full refund, including covering all associated shipping costs.