At Charter Bay, we want you to feel confident trying our products. If something isn’t right with your order, we’re here to help.
30-Day Satisfaction Guarantee
If you’re not satisfied with your Charter Bay purchase, you may request a refund within 30 days of delivery.
To be eligible, please contact us within the 30-day period and provide your order number and a brief description of the issue.
Because our body wash and personal care products are hygiene products, we generally cannot accept physical returns of products that have been opened or used. However, an opened product may still qualify for a refund under our satisfaction guarantee.
Charter Bay reserves the right to limit or deny refund requests in cases of suspected misuse, excessive use of the product, repeated refund requests, or fraudulent activity.
Unopened Returns
Unopened and unused products may be returned within 30 days of delivery. Products must be in their original condition and packaging.
Unless the return is due to an error by Charter Bay or a damaged/defective product, return shipping costs are the responsibility of the customer.
Please contact us before sending a return so we can provide return instructions. Returns sent without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, leaking, or you receive the wrong product, please contact us as soon as possible.
Include your order number and, when applicable, photos showing the issue. We’ll review the situation and arrange an appropriate replacement or refund at no additional cost to you.
Refunds
Once a refund is approved, it will be issued to the original payment method.
Please allow 5–10 business days after the refund is processed for the credit to appear on your account. Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the refund is related to a damaged, defective, incorrect, or otherwise improperly fulfilled order.
Final Sale Items
Products specifically marked Final Sale at the time of purchase are not eligible for returns or refunds, except when they arrive damaged, defective, or incorrect.
Orders Purchased From Other Retailers
This policy applies only to products purchased directly from Charter Bay. If you purchased a Charter Bay product through another retailer or marketplace, please contact that retailer and follow its return and refund policy.
Contact Us
To request a return, refund, or replacement, please contact Charter Bay Customer Support and include your order number and the email address used to place your order.
We’ll do our best to make things right.
