Refunds, Returns & Replacements Policy

Last Updated: January 2026

Because our soaps, lotions, and shampoo bars are personal-use items, we do not accept returns of opened or used products. That said, if something arrives damaged, incorrect, or never arrives, we will make it right.

Damaged items

If your order arrives damaged, please contact us within 7 days of delivery.
To help us resolve it quickly, include photos of:

  • the shipping box (and any damage)

  • the shipping label

  • the affected product(s)

Depending on the situation, we’ll offer a replacement, store credit, or refund.

Wrong item received

If we shipped the wrong item, contact us within 7 days and we’ll fix it promptly (replacement or refund, as appropriate). Photos are helpful.

Packages not received / shipping issues

If a package is delayed, lost in transit, or arrives empty/damaged, we will work with you and the carrier to resolve it.

  • Lost in transit: If tracking shows the package is not moving or is confirmed lost, we will replace or refund your order once we have the information needed to proceed with the carrier/insurance process.

  • Marked “Delivered” but not received: Please check around your delivery location and with household members/neighbors first. If it still can’t be found, contact us and we’ll guide next steps (carrier inquiry/claim). Replacement or refund decisions may depend on the carrier’s investigation and claim outcome.

What counts as a “defect”

Our products are handmade, so small variations are normal. However, we consider a product potentially defective if it arrives with issues such as:

  • leaking or broken packaging

  • missing/loose caps or compromised seals

  • visible contamination or unusual “off” odor

  • severe crumbling or damage that makes the product unusable (beyond normal shipping chips)

If you’re unsure, just reach out—we’re happy to help.

Final determinations are made at our discretion based on the information provided.

What is normal for handmade products (not considered defects)

  • natural variation in color, texture, and pattern

  • minor chips or scuffs from shipping

  • scent strength varies by batch and can soften over time

  • “glycerin dew” (small moisture beads) in humid weather

Skin sensitivity

Everyone’s skin is different. We recommend patch testing, especially if you have sensitive skin or known allergies. If you experience a reaction, discontinue use and contact us—while we can’t accept returns of opened/used personal-care items, we’ll do our best to help.

Individual skin reactions are not considered product defects.

Contact Us

Email us at orders@lachenbockfarm.com with your order number and a brief description of the issue, and we’ll respond as quickly as possible.

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