Refund Policy

DrBronnersale Refund Policy

At DrBronnersale, we stand behind the quality of our vegan, cruelty-free, organic, and fair trade products for home, body, and hair. We want you to be completely satisfied with your purchase, and our refund policy is designed to be transparent, fair, and hassle-free. This policy outlines the terms, eligibility criteria, and process for requesting a refund, as well as important details about timelines and exceptions.

1. Refund Eligibility

To qualify for a refund, your purchase must meet the following criteria. Please review these guidelines carefully to ensure your request is processed smoothly:
  • Timeframe: You must request a refund within 60 days of the delivery date of your order. Requests received after this period will not be eligible for a refund, unless the product is defective or damaged (see Section 3 for details).
  • Product Condition: For non-defective products, items must be unused, unopened, and in their original resalable condition. This includes intact packaging, all tags, accessories (e.g., pump dispensers, ingredient booklets), and no signs of wear, tampering, or damage caused by the customer.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (starts with “ORD-” followed by 5 digits), Order Confirmation email, or receipt. This helps us verify your purchase and process your refund quickly.
  • Eligible Products: Most products sold on drbronnersale.com are eligible for a refund. Exceptions include final sale items (clearly marked on the product page) and personalized products, unless they arrive defective or damaged.

2. Refund Process: Step-by-Step Guide

Requesting a refund is simple. Follow these steps to ensure your request is handled efficiently:

Step 1: Request a Return Authorization (RA) Number

Before returning any product, you must first obtain a Return Authorization (RA) number. This number ensures we can track your return and link it to your refund request.
  • How to Request: Contact our customer support team via email at returns@drbronnersale.com or through our general support channel (service@drbronnersale.com). Include your order number, product name, reason for the refund, and photos (if the product is defective or damaged).
  • Response Time: We will review your request and send you an RA number via email within 24 business hours (Monday–Friday). The email will also include instructions for packaging and returning the product.

Step 2: Package & Ship the Product

Once you receive your RA number, package the product securely to prevent damage during transit. Include the RA number on the outside of the package (e.g., written on the shipping label or a note inside).
  • Shipping Label: For eligible returns, we will provide a pre-paid shipping label via email. You do not need to pay for return shipping—simply print the label, attach it to the package, and drop it off at the designated shipping carrier location.
  • Return Address: Ship the package to: DrBronnersale Returns Department, 36 Heritage Pines Way, St. Augustine Florida 32092, United States. Be sure to keep the tracking number for your records.

Step 3: We Receive & Inspect the Return

Once we receive your returned product (typically 3–5 business days after you ship it), our team will inspect it to verify it meets the eligibility criteria.
  • Approval: If the product is eligible, we will approve your refund and initiate the process immediately.
  • Denial: If the product does not meet the criteria (e.g., used, damaged by the customer, missing RA number), we will notify you via email. We may offer to ship the product back to you (at your expense) or provide a partial refund, depending on the circumstances.

Step 4: Refund is Processed

Approved refunds are processed within 5–10 business days of inspection. The refund will be credited back to your original payment method (e.g., credit card, debit card) used at the time of purchase.
Please note that it may take additional time for the refund to appear in your account, depending on your payment provider’s processing times (typically 1–3 business days for credit cards).

3. Refunds for Defective, Damaged, or Incorrect Products

If you receive a product that is defective (e.g., leaking bottle, broken pump, expired formula), damaged during shipping (e.g., crushed packaging, broken container), or incorrect (e.g., wrong product sent), we offer expedited refunds or replacements at no cost to you. Here’s how to proceed:
  • Report the Issue: Contact us within 7 days of delivery via email (returns@drbronnersale.com) with your order number, photos of the product (showing the defect, damage, or incorrect item), and a detailed description of the issue.
  • Resolution Options: We will review your request and offer one of the following solutions, based on your preference: A full refund to your original payment method.
  • A free replacement product (shipped to you at no cost).
  • Store credit for the full purchase price (valid for 12 months).
Return Requirement: In most cases, we will not require you to return the defective, damaged, or incorrect product (to save you time). If we do request a return, we will provide a pre-paid shipping label and cover all costs.

4. Refund Exceptions & Non-Eligible Items

The following items are not eligible for a refund, unless they arrive defective or damaged:
  • Final Sale Items: Products marked as “Final Sale” on the product page (typically discounted items or limited-edition collections) cannot be returned for a refund.
  • Personalized Products: Items customized with your name, initials, or other personal details (if offered) are non-refundable, as they are made to order.
  • Used or Opened Products: Non-defective products that have been opened, used, or have missing packaging/accessories (e.g., a used bottle of body wash, a jar of lotion with the seal broken) are not eligible for a refund.
  • Gift Cards: DrBronnersale gift cards (if offered) are non-refundable and cannot be exchanged for cash, except where required by law.

5. Refund for Cancelled Orders

If you need to cancel an order, you may do so within 24 hours of submission for a full refund. Once an order has been processed (typically within 1–3 business days) or shipped, it cannot be cancelled, and you will need to follow the standard return and refund process outlined in Section 2.
  • How to Cancel: Contact our customer support team at service@drbronnersale.com with your order number and “Order Cancellation” in the subject line.
  • Cancellation Refund: Approved order cancellations are refunded within 5–10 business days to your original payment method.

6. Refund Status & Inquiries

To check the status of your refund, you can:
  • Check Your Email: We will send you an email notification when your refund is approved and when it is processed.
  • Contact Customer Support: Reach out to us at returns@drbronnersale.com with your order number and RA number (if applicable) for an update.
  • Check Your Payment Account: Monitor your credit card or debit card statement for the refund amount (allow 1–3 business days after processing for it to appear).

7. Contact Us for Refund Assistance

If you have questions about our refund policy, need help with a refund request, or have concerns about a delayed refund, our customer support team is here to assist you:
  • Refund Support Email: returns@drbronnersale.com
  • General Support Phone: (555) 123-4567 (9:00 AM – 5:00 PM ET, Monday–Friday)
  • Mailing Address: DrBronnersale Returns Department, 36 Heritage Pines Way, St. Augustine Florida 32092, United States
At DrBronnersale, we value your trust, and we are committed to resolving refund issues quickly and fairly. Thank you for choosing our ethical, sustainable products—we appreciate your support.