Refund policy

Return & Refund Policy

Last updated: 30 September 2026

Our bars are handmade, small-batch personal care items. For hygiene reasons, we can't accept returns or exchanges for change of mind. If something isn't right with your order, here's how we'll put it right.

If your order arrives damaged, defective or incorrect

  1. Email lathrestudio@gmail.com within 7 days of delivery, with your order number and photos of the item and its packaging. Please keep the packaging until we've sorted it out.
  2. We'll reply within two working days and, once we've verified the issue, offer a replacement or a refund. If you'd like to claim from the courier, we'll take care of that for you.
  3. We don't offer exchanges. If you'd prefer a replacement to a refund, we'll arrange it once you've covered the shipping for the replacement parcel, and we'll confirm the amount before sending. If we sent the wrong item, we'll cover that shipping. If we can't replace an item, we'll refund it.
  4. Refunds are made by bank transfer to the account you paid from within 5 working days of approval. When a refund is due because of our error or a faulty item, it includes the shipping you paid.

Natural variations in colour, scent or texture (see our Terms of Service) aren't treated as defects. We may decline a refund or replacement for items that have been used or damaged through misuse, or where the issue is reported after the 7 days. This policy doesn't affect your rights under Malaysian consumer law.

Bundles, Discovery Sets and discounted orders

  • If one bar in a bundle or Discovery Set is damaged or defective, we'll replace that bar (replacement shipping as above). If a refund is the better outcome, we'll refund the amount you actually paid for that bar, which is its proportionate share of the price after any discount.
  • If an order placed with a discount code or coupon is cancelled or refunded, any code or coupon earned from that order may be withdrawn.

Cancelling an order

You can cancel before your order is dispatched. Email us as soon as possible with your order number. If it hasn't been packed yet, we'll cancel it and refund you in full. Once an order has been dispatched, it can't be cancelled.

Allergies and sensitivities

Please read the ingredient list on each product page before you order, and email us first if you have allergies, sensitivities or questions. If a bar irritates your skin, stop using it and let us know.

Contact

lathrestudio@gmail.com or Instagram @lathre.co.