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CUSTOMER CARE

Arbor Grove is committed to providing exceptional customer care. We take pride in offering high-quality products and services, and we are dedicated to ensuring your satisfaction. If you have any queries or need assistance, please do not hesitate to contact us. Your trust is our priority, and we strive to make every interaction with our store a positive experience.
 
At Arbor Grove, we believe in transparency and open communication. We are here to address any concerns and provide detailed information about our policies. Feel free to reach out to us for any assistance or to learn more about our story and the values we stand for.

returns

RETURNS POLICY

At Arbor Grove, we strive to provide high-quality handmade soaps, candles, and custom-scented self-care products. Your satisfaction is important to us, and we aim to ensure a seamless shopping experience. Please review our Returns Policy below.

1. Eligibility for Returns

  • Time Frame: Returns must be initiated within 15 days from the date of delivery.

  • Condition of Products: To be eligible for a return, items must be unused, in their original packaging, and in the same condition as when you received them.

  • Non-Returnable Items: For hygiene and safety reasons, certain items are non-returnable, such as used or opened products, custom-made orders, and gift cards.

2. Return Process

  • Initiating a Return: To start a return, please contact us at hello@arbor-grove.com with your order number and reason for the return. We will provide instructions on how to proceed.

  • Shipping Costs: Customers are responsible for the cost of return shipping unless the item received was defective or incorrect. We recommend using a trackable shipping method for your return.

  • Inspection: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

3. Refunds

  • Approval of Refunds: If your return is approved, a refund will be processed to your original payment method within 5-7 business days. The original shipping costs are non-refundable.

  • Partial Refunds: In certain situations, partial refunds may be granted (e.g., if an item is returned damaged or missing parts for reasons not due to our error).

4. Exchanges

  • Defective or Incorrect Items: We will replace items that are defective or sent in error at no additional cost. Please contact us within 5 days of receiving your order to arrange an exchange.

  • Standard Exchanges: If you wish to exchange an item for a different product, please initiate a return for the original item and place a new order for the desired product.

5. Damaged or Defective Products

If your item arrives damaged or defective, please notify us within 3 days of delivery. Send photos of the damaged item and your order details to hello@arbor-grove.com. We will assess the situation and offer a resolution, such as a replacement or refund.

6. Late or Missing Refunds

If you haven’t received your refund after 7 business days:

  • Check your bank account again.

  • Contact your credit card company; processing times may vary.

  • Contact your bank; there may be a delay in posting the refund. If you’ve completed these steps and still have not received your refund, please contact us at hello@arbor-grove.com.

7. Sale Items

Only regular-priced items may be refunded. Sale items are final sale and cannot be returned or exchanged unless defective or damaged.

8. Contact Information

For any questions or assistance with your return or refund, please contact us:

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Thank you for shopping with Arbor Grove. Your satisfaction is important to us, and we appreciate your understanding and cooperation with our Returns Policy.

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