Shipping Policy

At Fermenta, we believe the customer experience begins the moment an order is placed. We are committed to delivering your order with the highest level of care and accuracy.

1. Order Processing

Orders are processed within 24 business hours after payment confirmation.
Please note: Processing time is not included in the estimated delivery window.

2. Shipping Fees

Within the United Arab Emirates:
Delivery fees vary by region and will be displayed at checkout.

3. Estimated Delivery Time

  • UAE: 1 – 3 business days
    Delivery times may vary due to unforeseen logistical delays or public holidays.

4. Shipping Confirmation & Order Tracking

Once your order has been shipped, you will receive a tracking number via email or WhatsApp to monitor your shipment status.

5. Cash on Delivery (COD)

COD is only available for orders within the UAE.

Returns & Refund Policy

Your satisfaction matters to us. Due to the nature of our products, we follow strict return guidelines to ensure safety and quality:

6. Eligibility for Returns

  • Returns are only accepted within 3 days of receiving the order.

  • Returns are applicable only in cases of damage, product defects, or order errors.

  • The product must be unopened, unused, and in its original condition, unless the issue is a damage or defect.

  • Photos and proof of the issue are required for validation.

7. Non-Returnable Items

  • Opened products cannot be returned for hygiene and safety reasons.

  • Customized or perishable items (such as chilled kombucha) are non-returnable unless proven to be defective or damaged.

8. Shipping Costs for Returns

  • If the return is due to a mistake from our side (e.g. wrong or damaged item), we cover all return shipping fees.

  • If the return is requested without a valid reason, the customer is responsible for shipping costs.

9. Refund Options

  • Refunds are issued as store credit or product replacement only.

  • We do not offer cash refunds.

10. Processing Time

  • Return and replacement requests are processed within 2 business days from the date of claim approval.

11. Wrong or Damaged Items

In the case of incorrect or damaged deliveries, we will immediately replace or compensate the order at no extra cost to the customer.

12. Policy Updates

This policy may be updated without prior notice to reflect operational or regulatory changes. Please review it before completing your purchase.