Refund policy

For most non-perishable items (such as food, beverages, flowers, or plants), we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For food safety reasons, we do not accept returns on food or beverage items - all sales are final for these types of products. Any exceptions to our return policy will be noted on the product page of this website.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, clean without stains, with the original tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at cj@koutzfarm.com or use our contact form here. In the subject line of the email or description in the contact form - make sure to include your order number. In the content of the email or form details - make sure to let us know which products in the order are being returned and why you are returning it. Also let us know if you want a product EXCHANGE, REFUND, or STORE CREDIT. We will respond to let you know if the return has been approved or not (and if not, we'll let you know why it was rejected).

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 question at cj@koutzfarm.com or use our contact form here.

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 types of items cannot be returned, like perishable goods (such as food, beverages, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We can exchange items but this process takes a little longer to complete.

Store Credit
We do offer store credits in the form of a virtual gift card or promo code that you can use on a future purchase. We will send instructions on how to redeem your store credit if your return is accepted.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cj@koutzfarm.com or use our contact form here.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, clean without stains, with the original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

All Other Shipping Locations
Notwithstanding the above, if the merchandise is being shipped anywhere other than the European Union, you have the right to cancel or return your order up to the time it is fulfilled, for any reason and without a justification. If it has already been fulfilled, you will need to submit a return request as noted above. Remember that for returns your item must be in the same condition that you received it, unworn or unused, clean without stains, with the original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.