Due to the very high cost of our ingredients and the labor-intensive and highly time-consuming small-batch, from-scratch production process, in addition to our commitment to fair earnings for our employees, we are unable to accept returns of opened or unopened products at this time. In addition to this we are unable to offer refunds for orders that are returned or destroyed by foreign customs offices during shipment.
Customers outside the U.S. are responsible for investigating their local customs restrictions and policies prior to placing an order to ensure successful delivery. While we will make every effort to investigate and assist in clearing orders that have been delayed at customs, and will provide any necessary documentation requested by foreign customs offices, we are unable to refund the cost to the customer of orders that are held or refused at foreign customs offices.
Packages that do not clear customs often take several months to be returned to us, by which point the products may be past their sell-by dates, or they may be destroyed by the customs office due to the prohibitively expensive cost of return shipping. We thank you for your understanding of this policy.
However, if you believe that your product is defective in any way, you may ship it to us for inspection along with a note or e-mail (to email@example.com) explaining the problem.
We will replace any items if they are defective or damaged; for example, if a product seems to have gone bad before the freshness guarantee date printed on the batch sticker, or the container got damaged during shipping. Please contact us and describe your problem and we will address each case individually. Send us an e-mail with a photo to firstname.lastname@example.org.