Return & Refund Policy

At West Five Story, we want you to love your natural skincare products as much as we love making them. Because our products are handcrafted and personal in nature, we have established the following guidelines for returns and refunds.

1. Returns for Hygiene & Safety

Due to the nature of our products (soaps, salves, and skincare), we cannot accept returns on opened or used items for hygiene and safety reasons. We want to ensure that every product our customers receive is fresh and untampered with.

2. Eligibility for Returns

If you change your mind about a purchase, you may return unopened and unused products in their original packaging within 14 days of receiving your order.

Return Shipping: Customers are responsible for the shipping costs associated with returning an item. Shipping costs are non-refundable.
Local Returns: If you picked up your order locally, please contact us to arrange a drop-off time for your return.

3. Damaged or Defective Items

If your order arrives damaged or if there is an issue with the quality of your product, we want to make it right!

Please contact us at info@westfivestory.com within 7 days of delivery.
Include your order number and a photo of the damaged product/packaging.
Validated claims for damaged goods will be replaced or refunded immediately at no extra cost to you.

4. Refunds

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

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.
Sale Items: Please note that only regular-priced items may be refunded. Items purchased on "Final Sale" or as part of a clearance are not eligible for returns or refunds.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please send us an email.

How to Initiate a Return

To start a return, please email info@westfivestory.com with your order number and the reason for the return. We will provide you with the shipping address or pickup instructions.

A Note for Our Customers

As our products are made with natural, plant-based ingredients, slight variations in color or scent between batches are normal and a sign of a truly handmade product! All items purchased from the Clearance category are Final Sale and are not eligible for return or exchange.