Refund policy

Returns & Refunds

Every BodyRAW balm is made to order. Nothing sits in a warehouse waiting, and nothing gets resold once it's left us. That keeps the product fresh — and it means we handle returns differently from a brand shipping off a shelf.

Here's exactly how it works.

We don't accept physical returns

Because each order is made for you and skincare can't be resold once opened, we don't take returns — for any reason, opened or not.

If something arrives wrong, we replace it

You're covered for a free replacement if any of the following happens. No return shipping, no restocking fee, nothing to post back.

It arrived melted, separated, or reformed. Tallow is a real fat, and real fat responds to heat. We ship in insulated packaging, but a jar that sits on a hot truck or a sunny porch can arrive soft, split, or set in a different shape than it left. That counts as damage. Tell us and we'll send a new one.

It arrived damaged. Cracked jar, leaking lid, dented or crushed packaging.

It's defective. Off smell, wrong texture, separation that isn't heat-related, anything that doesn't seem right.

It's the wrong item, or something's missing. Wrong product, wrong size, missing item from a multi-item order, or a label that isn't ours.

How to claim

Email support [at] bodyraw.com within 21 days of delivery with:

  1. Your order number
  2. Photos of the product
  3. Photos of the outer packaging and shipping label
  4. A short video showing the problem — a few seconds is plenty

We need both photos and video to process a claim, so please capture everything before you throw the box away. A clear 10-second clip is usually the difference between a fast replacement and a slow one.

We'll respond within 2 business days.

If your package is lost or stuck

Tracking hasn't moved in 15 days. Contact us and we'll open an investigation and send a replacement.

Tracking says delivered but nothing arrived. Contact us within 7 days. Check with your household and neighbors first, and look anywhere a carrier might tuck a small parcel. We'll investigate with the carrier and work with you on a resolution.

Delays from weather, customs, or holidays fall outside these windows. We'll always help you chase it.

Refunds

Replacement is our default, because it actually solves the problem and gets you the product you paid for.

We'll issue a refund to your original payment method when:

  • You were charged twice
  • The order never shipped and you'd rather cancel than wait
  • We've tried a replacement and it went wrong again

Refunds land in 5–10 business days depending on your bank.

Orders can't be cancelled or changed

Production begins as soon as your order is placed, so we can't cancel it, change the items, or update the shipping address after checkout.

Please double-check your address before you pay. Once a package ships to an address you supplied, we can't recover it, and a replacement would be at your cost.

If your skin reacts

Tallow is well tolerated by most people, but no ingredient is right for everyone, and our balms contain botanicals that a small number of people are sensitive to. Full ingredient lists are on every product page — please read them before ordering, particularly if you have known sensitivities.

If you have a reaction, stop using the product and speak to a doctor or dermatologist. Then email us. We'll make it right, and we'd genuinely like to know which product and which ingredient so we can flag it for others.

A note on warm weather

If you're ordering during a heat wave, or shipping somewhere that regularly runs above 90°F, two things help: use an address where the package won't sit outside all day, and bring it in promptly.

If a balm arrives soft, let it set at room temperature or in the fridge for a few hours before deciding it's ruined — tallow often recovers its texture. If it separated or doesn't come back, that's a damage claim and we'll replace it.

Bought on TikTok Shop or another marketplace?

This policy covers orders placed on bodyraw.com only.

Orders bought through TikTok Shop, Amazon, or any other marketplace are governed by that platform's return rules, which are set by the platform and not by us. Start your request through the app or account you ordered from — that's the fastest route, and we can't process those claims directly.

Questions

Email support [at] bodyraw.com. A real person reads it, and we'd rather sort a problem out than have you quietly never come back.

Last updated: 9/13/2026