Refund policy

Refund & Exchange Policy

At Sitti Social Enterprise, our products are thoughtfully curated and many are handmade by artisans and refugee partners. Because of the nature of our work and our size as a small business, we operate under a strict final sale policy. Please read the information below carefully before completing your purchase.

 No Refunds

  • All sales are final.

  • Refunds cannot be processed once an order is placed.

  • Refunds are not available after an order has been shipped.

  • Orders shipped outside of Canada (including the United States) are non-refundable once shipped, regardless of customs delays, duties, border holds, or courier processing times.

  • As a small business, we are unable to offer refunds for change of mind, delayed delivery, or shipping-related issues once an order has shipped.

No Returns or Exchanges on Soap & Personal Care Products

  • Absolutely no returns or exchanges are accepted on:

    • Soap products

    • Personal care or beauty items

Once these items leave our warehouse, they are final sale for hygiene and safety reasons.

 Exchanges (Limited & Case-by-Case)

Exchanges are only considered if:

  • An item arrives damaged, or

  • You receive the incorrect item

Exchange conditions:

  • Requests must be made within 48 hours of delivery

  • Items must be unused, unworn, and in original packaging

  • The customer is responsible for bringing the item back (in-store) or coordinating return instructions as advised by our team

  • Exchanges are reviewed case by case and are not guaranteed

To request an exchange, please email help@sittisoap.com with your order number and clear photos of the issue.

 Returned Shipments (Courier, Customs & Border Issues)

If an order is returned to us due to:

  • Courier delays or failed delivery attempts

  • Customs or duties issues

  • Border processing or clearance delays

We will offer one of the following options:

  • Reship the order at no additional charge, or

  • Refund the order minus all shipping fees

Please note:

  • Original shipping fees are non-refundable

  • Refunds in these cases are only processed after the item is returned to us

🎨 Artisanal & Handmade Disclaimer

All Sitti products are artisanal and handmade. As a result:

  • Slight variations in color, texture, embroidery, sizing, or finish are normal

  • Small imperfections are part of the handmade process

  • These variations do not qualify as damage or defects

Artisanal variations are not grounds for exchanges or refunds.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If your order arrives damaged or incorrect, contact us within 48 hours at help@sittisoap.com with:

  • Your order number

  • Clear photos of the issue

We will assess the situation and advise on next steps.

Sale Items & Gift Cards

  • All sale or discounted items are final sale

  • Gift cards are non-refundable and non-returnable

Questions Before Ordering

If you have questions about a product before placing your order, we strongly encourage you to contact us. We’re happy to help with sizing, materials, or expectations so you can shop confidently.

📧 help@sittisoap.com

Thank you for supporting small, ethical, and artisan-led business 🤍