Refund policy

Effective Date: August 1, 2026

At Souss & Stone, we want every order to feel carefully considered and worthy of your trust. Because we sell skincare and personal-care products, we must also protect product quality, hygiene, and customer safety.

Souss & Stone is owned and operated by SEVOYA LLC, a Massachusetts limited liability company. This policy applies to products purchased directly from the official Souss & Stone website.

Return Window

A return request for an eligible product must be submitted within 14 calendar days after the recorded delivery date.

After a return is authorized, the package must be mailed within seven calendar days after the return instructions are issued.

A return is not approved merely because a package is mailed to us. Return authorization is required before any product is sent.

The reporting periods in this policy help us investigate claims, preserve evidence, and protect product safety. They do not eliminate rights or remedies that cannot legally be waived.

Eligibility for a Standard Return

Unless a product is defective, damaged, incorrectly supplied, unsafe, materially misdescribed, or otherwise subject to a legally required remedy, it is eligible for return only when all of the following conditions are satisfied:

The return request is submitted within 14 calendar days after delivery;
The product was purchased directly from Souss & Stone;
The product is unopened, unused, untested, and undamaged;
The original seal, shrink wrap, protective closure, or tamper-evident packaging remains fully intact;
The product is in its complete original packaging;
Labels, boxes, inserts, accessories, and components have not been removed, altered, or damaged;
The product has been stored appropriately;
Valid proof of purchase is provided; and
Return authorization is obtained before shipment.

Opening the outer shipping box does not, by itself, make a product ineligible. Opening the product container, breaking a product seal, operating a pump or sprayer, inserting a dropper, testing the product, or applying any portion of it generally makes the product ineligible for a preference-based return.

Opened and Used Cosmetics

For hygiene, contamination-control, and product-safety reasons, we do not ordinarily accept preference-based returns of cosmetics or personal-care products that have been opened, unsealed, used, tested, sampled, partially consumed, applied to the skin or hair, or returned with compromised packaging.

We cannot place an opened cosmetic product back into sellable inventory.

These restrictions apply to returns based on change of mind, preference, or suitability. They do not remove a legally required remedy for a product that is defective, contaminated, unsafe, materially misdescribed, incorrectly supplied, or otherwise nonconforming.

Products Not Eligible for a Standard Return

The following products are not eligible for a standard preference-based return:

Opened, used, tested, sampled, or partially used skincare or personal-care products;
Products with a broken, removed, or compromised seal;
Products not in their complete original packaging;
Products damaged after delivery through misuse, accident, neglect, improper storage, alteration, contamination, or failure to follow applicable instructions;
Free samples and complimentary items for which no separate purchase price was paid;
Gift cards, except where refund or redemption is required by law;
Personalized or customized products, when their nonreturnable status was disclosed before purchase;
Individual components removed from an otherwise nondefective bundle or gift set;
Products purchased from a third-party seller; and
Products returned without authorization or mailed after the applicable deadline, subject to rights that cannot legally be limited.

Souss & Stone does not currently designate ordinary merchandise as final sale. Sale or clearance merchandise remains eligible under the same unopened, unused, sealed, and original-packaging requirements stated in this policy.

How to Request a Return

Before mailing a product, email care@soussandstone.com with:

Your full name;
Order number;
Product name;
Reason for the return; and
Photographs when the request involves damage, leakage, compromised packaging, an incorrect item, or another visible concern.

If the return is approved, we will provide return instructions and an authorization confirmation.

Authorized returns must be mailed through USPS to:

Souss & Stone Returns
PO Box 1020
Leominster, MA 01453

Do not mail a product until authorization has been issued. Packages sent by UPS, FedEx, or another carrier that cannot deliver to a P.O. box may be refused or returned to the sender.

Unauthorized returns may be refused, delayed, or returned to the customer.

Return Shipping Costs

For an ordinary return based on change of mind, personal preference, duplicate ordering, mistaken ordering, or another circumstance not caused by Souss & Stone, the customer is responsible for return-shipping costs.

Use a trackable USPS service and retain the receipt and tracking number until the refund is completed.

Souss & Stone is not responsible for a customer return that is lost, misdirected, or damaged before it reaches the authorized return address, except to the extent required by law.

When a return is required because we sent an incorrect product or because a product arrived damaged, defective, broken, leaking, or materially nonconforming, we will provide a prepaid USPS return label or reimburse a reasonable USPS return cost approved by us in advance.

We may determine that a damaged or defective product does not need to be physically returned. Do not discard any affected product or packaging until we provide written instructions.

Return Inspection

All returns are inspected before a refund is approved.

We may refuse a preference-based return when:

The product has been opened, used, tested, or altered;
A seal has been broken or removed;
Original packaging or components are missing;
The product was damaged after delivery for reasons not attributable to Souss & Stone;
The returned product does not match the authorized return;
The return was mailed after the deadline;
The package contains an empty, substituted, counterfeit, or materially different item; or
The return otherwise fails to satisfy this policy.

When practical, we will notify the customer if a return is rejected and explain the reason.

A rejected return may be mailed back to the customer at the customer’s expense. We will not dispose of a materially valuable rejected product without reasonable notice unless it presents a safety, sanitation, contamination, or legal concern.

Refunds

Approved refunds are generally processed within five business days after the authorized return is received and inspected.

Refunds are issued to the original payment method unless another method is required by law or expressly agreed to by the customer. We cannot ordinarily issue a refund to a different card, bank account, or person.

After we submit a refund, the customer’s bank, card issuer, digital wallet, financing provider, or payment processor may require additional time to post the credit. That timing is controlled by the financial institution.

Shipping Charges

Original shipping charges are not refundable for a preference-based return.

If an order qualified for free standard shipping and is returned through the ordinary approved return process, we will not deduct the original outbound standard shipping cost from the merchandise refund.

Original shipping and reasonable return-shipping costs will be refunded or covered when a return results from an incorrect product sent by Souss & Stone, confirmed shipping damage, a defective or materially nonconforming product, another error attributable to Souss & Stone, or a circumstance in which applicable law requires those charges to be refunded.

Optional expedited-shipping charges are not refundable merely because the customer no longer wants the product, provided the selected service was properly performed.

Restocking Fees

Souss & Stone does not charge a general restocking fee for an approved return that complies with this policy.

This does not prevent us from deducting an actual, separately identifiable customer-caused charge that was clearly disclosed and is permitted by law, such as a carrier return fee resulting from an incorrect customer-provided address or an unclaimed package.

Exchanges

We do not offer standard direct exchanges for preference-based returns.

When an unopened product qualifies for return, the customer may return it for a refund and place a new order for the preferred product.

For an incorrect, damaged, defective, broken, or leaking product, we may offer a replacement without requiring a separate new order. Replacement is subject to product availability. If an appropriate replacement is unavailable, we will provide a refund or another legally appropriate remedy.

Store Credit

Store credit may be offered when the customer requests it or agrees to it as a courtesy resolution.

We will not substitute store credit for a refund when applicable law requires a refund to the original payment method.

Bundles and Gift Sets

A nondefective bundle, ritual set, or gift set must ordinarily be returned as a complete set.

Individual products from a bundle may not be returned separately merely because the customer prefers some components but not others.

For a preference-based return, every product in the set must remain unopened, unused, sealed, undamaged, and in its original packaging.

If one component is damaged, defective, missing, or incorrect, contact us. We may replace or refund the affected component without requiring the entire bundle to be returned when appropriate.

If a partial return is approved as an exception and the original discount depended on purchasing multiple products, the refund may be recalculated according to the promotion and pricing terms disclosed when the order was placed.

Promotional Products, Free Gifts, and Samples

Complimentary samples and free gifts do not have a refundable cash value unless a separate price was paid for them.

When a free gift was offered only because an order met a stated purchase threshold or another qualifying condition, the unopened gift must be returned if the customer returns enough of the qualifying purchase that the order no longer meets that condition.

If the customer does not return the unopened promotional gift, we may deduct its clearly disclosed promotional value from the refund. The promotional value will be the regular retail price displayed for the gift at the time of the offer or, if the gift is not sold separately, the specific promotional value stated in the offer. No deduction will be made unless the return condition and value were clearly disclosed before purchase.

Free samples and complimentary items for which no separate price was paid are not independently refundable.

Incorrect, Missing, Damaged, Broken, or Leaking Products

Please inspect the order promptly after delivery.

Report an incorrect, missing, damaged, broken, leaking, or visibly compromised product within five calendar days after delivery by emailing care@soussandstone.com.

Include:

The order number;
A description of the issue;
Photographs of the shipping container and shipping label;
Photographs of the packing materials;
Clear photographs or a short video of the affected product; and
The product lot or batch code, when available.

Keep the affected product and all packaging until we confirm whether they should be returned or discarded.

If the claim is confirmed, we will provide an appropriate remedy, such as replacement, refund, partial refund, or another legally required resolution. The customer will not be charged standard shipping to correct an error caused by Souss & Stone.

The five-day reporting period supports prompt investigation and carrier claims. Contact us even after that period if you believe a product is defective, contaminated, unsafe, materially misdescribed, or otherwise subject to a legal warranty or safety remedy.

Product Defects and Quality Concerns

A product may qualify for a remedy if it is defective, contaminated, unsafe for its intended cosmetic use, materially different from its description, improperly sealed before delivery, or otherwise nonconforming.

We may request photographs or video, the product and packaging, the lot or batch code, the date it was opened, storage information, a description of the concern, and relevant order information.

Do not continue using a product that appears contaminated, unusually changed, improperly sealed, or unsafe.

Nothing in this policy excludes or modifies warranties or remedies that cannot legally be excluded or modified.

Allergic Reactions and Individual Sensitivities

Individual skin and hair sensitivities can occur, including with botanical or naturally derived ingredients.

Review the complete ingredient list and product instructions before use. When appropriate for the product, conduct a small patch test before broader use.

Discontinue use if irritation or an unexpected reaction occurs. Seek advice from an appropriate healthcare professional when a reaction is significant, persistent, or concerning.

Opened or used products are not ordinarily refundable solely because a customer experiences an individual sensitivity or because the product is not suitable for that customer’s personal skin or hair preferences.

Please contact care@soussandstone.com if a reaction or safety concern occurs. We take these reports seriously and may request information about the experience, product, lot code, manner of use, photographs, and any medical treatment so that we can evaluate the complaint and satisfy applicable product-safety obligations.

A refund, replacement, store credit, or other courtesy resolution may be offered depending on the circumstances, but is not guaranteed when the product was accurately labeled, properly supplied, not defective, and opened or used.

This section does not limit any remedy involving contamination, mislabeling, an undisclosed ingredient, a defective or unsafe product, or another circumstance protected by applicable law.

Natural Botanical Variations

Botanical ingredients may display minor differences between production lots, including variations in color, natural aroma, texture, clarity, or appearance.

A minor natural variation that falls within appropriate product specifications and is consistent with the product description is not, by itself, a defect.

This does not include rancidity, contamination, spoilage, foreign material, unsafe deterioration, an incorrect formulation, or another genuine quality defect.

Product Results and Personal Preference

Skincare and hair-care experiences vary among individuals. We do not guarantee that every customer will experience the same cosmetic result.

An opened product is not ordinarily eligible for return solely because the customer does not prefer its scent, color, or texture; it does not suit the customer’s personal routine; the customer expected a different subjective result; or the customer changed their mind after testing it.

This does not apply when a product is defective, materially misdescribed, unsafe, incorrectly supplied, or subject to another legally required remedy.

Damage Occurring After Delivery

We are not responsible for product damage caused after proper delivery by dropping or breaking a container, leaving a cap or closure unsecured, improper storage, excessive heat, freezing, moisture, direct sunlight, contamination, unsanitary handling, combining the product with another substance, altering or transferring the product, use contrary to applicable instructions, or another accident or misuse.

This section does not apply when the product or packaging was defective or insufficient for its ordinary intended use.

Gifts and Gift Recipients

A gift purchaser may request a return when the order otherwise satisfies this policy.

Refunds are ordinarily issued to the original purchaser’s payment method.

A gift recipient who provides valid proof of purchase may be offered store credit instead of a refund to the purchaser, at our discretion and where permitted by law.

We will not disclose the purchaser’s private payment information to a gift recipient.

Purchases from Third-Party Retailers

Products purchased from Amazon, a marketplace, boutique, spa, reseller, or another third-party retailer must generally be returned through the seller from which they were purchased and are subject to that seller’s return procedures.

Souss & Stone cannot issue a refund for money collected by another seller.

Customers should still contact us directly regarding suspected contamination, counterfeiting, tampering, serious product-safety concerns, or significant quality complaints involving a Souss & Stone product.

Fraudulent, Excessive, or Abusive Return Activity

To protect our customers and business, we may review return and refund activity for evidence of fraud, abuse, product substitution, empty-container returns, counterfeit returns, repeated unsupported non-delivery claims, or misuse of promotions.

To the extent permitted by law, we may decline discretionary returns, require additional documentation, restrict future purchases, or close a customer account when there is reasonable evidence of fraudulent, excessive, abusive, or suspicious activity.

We will not use this provision to deny a legitimate remedy for defective, unsafe, materially misrepresented, or incorrectly supplied merchandise.

Payment Disputes and Chargebacks

We respectfully ask customers to contact care@soussandstone.com before initiating a chargeback or payment dispute. Many order concerns can be resolved more quickly through direct review.

This request is not a waiver or limitation of any lawful billing-error, chargeback, or payment-dispute right.

When a payment dispute has already been opened, please notify us. We may pause a duplicate direct refund while the same funds are being reviewed through the payment processor or card issuer so that the transaction is not reimbursed twice.

We may provide the payment processor or financial institution with relevant order records, tracking, delivery evidence, customer communications, policy disclosures, return records, and refund information when responding to a dispute.

Policy Updates

We may update this policy to reflect changes in law, operations, products, technology, or business practices.

The policy applicable to an order will generally be the version presented when that order was placed, except when a change is required by law or provides the customer with greater protection.

The current effective date appears at the top of this page.

Contact Us

For return, refund, or product-quality questions, contact:

Souss & Stone / SEVOYA LLC
Email: care@soussandstone.com
Mailing and authorized return address: PO Box 1020, Leominster, MA 01453

Please include your order number in all order-related communications.