Refund Policy

At Fermenta, your satisfaction is our priority. Because we work with fermented, living products, we apply special care to ensure every bottle reaches you in perfect condition. Please review our return policy below:

Can I return opened or used products?

Unfortunately, we do not accept returns on opened or used products for safety and hygiene reasons.

What is the return window?

You may request a return within 3 days of receiving your order, provided the item is damaged, defective, or incorrect. Clear photo evidence is required.

Are returns accepted only for damaged or incorrect items?

Yes. Returns are only accepted if:

• The product is delivered damaged or broken

• The wrong item was sent

• There’s a clear quality issue (e.g. contamination, leakage, etc.)

Who covers the return shipping costs?

• If the return is due to our error or a product issue, we will cover all return shipping costs.

• If the return is for any other reason, the customer is responsible for shipping costs.

Are there non-returnable items?

Yes. We do not accept returns on customized, chilled, or opened beverages, unless there is a clear defect.

What are the conditions for an accepted return?

• Product must be in original condition (unless damaged in transit)

• Returned with clear photo/video proof

• Reported within 3 days of delivery

Do you offer refunds or store credit?

We offer either store credit or product replacement, depending on the case. No cash refunds are provided unless required by law.

How long does the process take?

We process return requests within 2 business days after receiving complete information.

What if I receive the wrong or damaged item?

If you receive an incorrect or damaged product, we will replace it or issue store credit at no extra cost to you.

Is the return policy the same for all products?

Yes — our return policy applies to all products, with special care given to perishables and fermented beverages.