Refund policy

Exceptional circumstances regarding returns: 

Product/Quality Issues

• Items arrived damaged, broken, or leaking
• Incorrect item shipped (wrong scent, size, or product)
• Defective product (e.g., soap that crumbled unusually, candle with a faulty wick)
• Significant color or scent deviation from what was described

Health & Safety

• Product was contaminated or showed signs of spoilage

Order/Fulfillment Errors

• Duplicate charge or double shipment
• Missing items from an order
• Significant delivery delay causing the item to be unusable (e.g., a gift that arrived too late)

Additional Notes:

• Unused/unopened items within 14 days 
• Defective or damaged items regardless of whether opened
• Final sale items (favors, bundles) explicitly excluded
• Tracking numbers are issued at the time of shipping.
  • If you do not receive the item, please, contact the carrier for further guidance
• Chargeback orders
  • This hurts my business financially and your reputation.
  • Please , contact me immediately with concerns before disputing or cancelling the charge.
    • If you proceed with charges and do not attempt to resolve the concern, you will need to return the product immediately.
      • I retain the right to pursue legal remedy as well as submit all supporting evidence for my request for review with Shopify.

To start a return, you can contact us at janinehowell@sbcglobal.net. Please note that returns will need to be sent to the following address: Broken Goat Soap Co. 11522 FM 2015  Tyler, YX 75708 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@brokengoatsoap.com

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.