RETURNS & REFUNDS
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
The claim of the products purchased on the website ferment9.com and with home delivery, will have a maximum of 6 hours (6 six) from when the product is received.
For home delivery of purchases made on ferment9.com, we have the collaboration of third-party companies that guarantee the transport and delivery of our products cold.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Certain types of goods are exempt from being returned. Perishable goods such as food, drinks and ferments cannot be returned once opened. The only exception to this is if the date of expiry elapsed before the date of delivery. We do not accept deliveries based on the fact that the product was not to your liking.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where a full or partial refund is granted (if applicable):
* Products where the packaging has been severely damaged during transit
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* The product is damaged or delayed during transit (in this instance, you may request a refund or reshipment)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send or bring your item to our shop
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should ship (using Stuart delivery service for cold shipments) or bring your product packed in a cold storage packaging to: Calle de Sepúlveda 135, Bajos 2 – Local, Barcelona, CT, 08011, Spain.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. However, if you receive a refund, the cost of return shipping will be refunded to you as well.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.