Refund policy
Returns & Refunds
We want you to receive your order in good condition and as described. Because many Stillwater Apothecary products are personal-care, fragrance, or other consumable goods, our return policy distinguishes between product-quality issues and ordinary returns.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at hello@riverandrust.com within 7 days of delivery.
Include:
- Your order number
- A brief description of the issue
- Photographs of the product and, when relevant, the shipping packaging
We will review the issue and, when appropriate, arrange a replacement, refund, store credit, or another suitable resolution.
Please do not discard a damaged product or its packaging until we have responded, as the carrier or our fulfillment team may require photographs or additional information.
Personal-Care & Consumable Products
For health, safety, and product-integrity reasons, we generally cannot accept ordinary returns of soaps, balms, oils, bath products, fragrance products, opened products, or other consumable or personal-use goods.
These products are therefore final sale except when damaged, defective, incorrect, or otherwise covered by applicable law.
A preference regarding flavor, scent, texture, or other subjective product characteristic does not by itself constitute a product defect.
Eligible Non-Consumable Merchandise
Certain unused, unopened, non-consumable merchandise may be eligible for return within 30 days of delivery.
To qualify, the item must be:
- Unused and in its original condition
- In its original packaging where applicable
- Accompanied by proof of purchase
- Not identified as final sale, personalized, made-to-order, or otherwise non-returnable
Please contact us before mailing a return. Returns sent without prior authorization may not be accepted.
Return Shipping
When a return is made because of our error or a confirmed product defect, we will provide instructions regarding return shipping where necessary.
For approved discretionary returns, the customer is responsible for return shipping costs unless otherwise stated. Original shipping charges are generally non-refundable.
Refunds
Once an approved return is received and inspected, we will notify you regarding the refund.
Approved refunds are issued to the original payment method. Your bank or card issuer may require additional time to post the credit after the refund has been processed.
Exchanges
We generally do not process direct exchanges through the mail. For an eligible item, the simplest process is usually to return the original item as authorized and place a new order for the preferred product.
Final-Sale Items
The following are generally not eligible for ordinary return:
- Personal-care and body-care products
- Fragrance products
- Opened or used products
- Gift cards
- Personalized or custom products
- Made-to-order items
- Clearance or specifically marked final-sale merchandise
This does not limit your rights if an item arrives damaged, defective, or incorrect.
Order Cancellations
Contact hello@riverandrust.com promptly if you need to cancel an order.
We will make reasonable efforts to accommodate the request, but an order generally cannot be cancelled once processing or fulfillment has progressed too far to stop shipment.
Preorder cancellations are governed by our Preorders & Limited Releases policy.