Refund policy

Return & Refund Policy

At Southern Buffalo Mercantile, our products are made and curated in small batches with care, intention, and attention to quality. Because of the nature of our offerings, we maintain a clear and consistent return policy to ensure safety, fairness, and transparency.

All Sales Are Final

Due to hygiene and safety standards, all bath, body, skincare, and personal care products are final sale. We do not accept returns or exchanges once items have left our studio.

This includes, but is not limited to:

  • Soaps

  • Bath salts & soaks

  • Scrubs

  • Oils, sprays, and skincare products

Holiday, Seasonal & Promotional Items

Due to increased order volume and limited inventory, all holiday, seasonal, limited-edition, and promotional items are final sale.

This includes:

  • Holiday collections

  • Seasonal releases

  • Limited-edition products

  • Sale or discounted items

  • Promotional or event-based releases

Please review your order carefully before completing your purchase.

Giftable Items

We understand that gifts don’t always land perfectly. While we cannot accept returns on personal care items once opened, we offer limited flexibility for certain giftable items under strict conditions.

Eligible Giftable Returns

At our discretion, the following may qualify for store credit only:

  • Item must be unused, unopened, and in original condition

  • Request must be made within 7 days of delivery

  • Proof of purchase is required

  • Item must not be seasonal, holiday, limited-edition, discounted, personalized, or made-to-order

Non-Eligible Giftable Items

The following are not eligible for return, exchange, or credit:

  • Any opened or used bath, body, skincare, or personal care item

  • Holiday, seasonal, limited-edition, or promotional items

  • Personalized, custom, or made-to-order products

  • Items damaged due to misuse or improper storage

Store Credit Terms

Approved giftable returns will be issued as store credit only.
Original shipping costs are non-refundable, and return shipping is the responsibility of the customer.

Processing & Shipping Timelines

Most orders are processed within 6–10 business days. Some handcrafted or made-to-order items may require additional time. During holidays, seasonal launches, promotions, or periods of high demand, processing times may be extended. Processing time does not include carrier transit time.

Once an order has shipped, Southern Buffalo Mercantile is not responsible for carrier delays, weather disruptions, or holiday shipping congestion.

Local Delivery & Market Pickup

Southern Buffalo Mercantile offers local delivery and Raleigh Market pickup for eligible orders.

Local delivery availability, fees, and service areas are displayed at checkout.

Orders selected for Raleigh Market pickup are generally available within our standard 6–10 business day processing window unless otherwise noted. Customers will receive notification when their order is ready for pickup.

Failure to collect a pickup order within 30 days of notification may result in cancellation and store credit issuance at our discretion.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, Please contact us within 3 business days of delivery. at CustomerService@SouthernBuffaloMercantile.com

 with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and packaging

After review, we will issue a replacement or refund, depending on availability.

Due to small-batch production, replacement items may not always be available. In these cases, a refund or store credit will be issued at our discretion.

Handcrafted Nature of Our Products

Many of our products are handcrafted in small batches. Variations in color, texture, botanical appearance, and scent may occur from batch to batch and are considered a natural part of artisan production. These variations do not constitute defects and are not grounds for return or refund.

Lost or Stolen Packages

Once an order is marked as delivered by the carrier, Southern Buffalo Mercantile is not responsible for lost or stolen packages. We recommend selecting a secure delivery location.

If a package appears delayed or lost in transit, we’re happy to assist with carrier claim information.

Order Cancellations

Orders may be canceled within 12 hours of purchase, provided they have not yet entered production or shipping. Once processing has begun, cancellations are no longer possible.

Questions or Concerns

We’re a small, family-run business and believe in honest communication. If you have questions about a product before ordering, please reach out—we’re happy to help you choose with confidence.

📩 Contact us: CustomerService@SouthernBuffaloMercantile.com

Last Reviewed: June 15, 2026