Fermentista Returns and Refunds Policy

Last Updated: 02/08/2026, Rev 1

This website, www.fermentista.com ("Website"), is owned and operated by Fermentista ("we", "our", "us").

1. About Us

Business Name: Fermentista Ltd.
Registered Address: 124-128 City Road, London EC1V 2NX

Website: www.fermentista.com
Email: lina@fermentista.com
Telephone: 07837317381
Company Registration Number: 16482732
VAT Number: N/A

2. Our Commitment

We want you to be delighted with every purchase from Fermentista. If a product is faulty, damaged, incorrectly supplied, or not as described, we will work with you to provide an appropriate remedy in accordance with UK consumer law.

3. Food and Perishable Products

Some Fermentista products are food items which are perishable and sensitive to temperature and storage conditions.

Under the Consumer Contracts Regulations 2013, the right to cancel and return goods does not generally apply to products that:

  • Are liable to deteriorate or expire rapidly;

  • Have been opened after delivery;

  • Cannot be returned for health protection or hygiene reasons.

As a result, we are generally unable to accept returns of:

  • Fermented foods;

  • Fresh products;

  • Chilled products;

  • Opened food products;

  • Products with broken safety seals.

4. Damaged, Faulty or Incorrect Items

If your order arrives:

  • Damaged;

  • Faulty;

  • Unsafe;

  • Incomplete; or

  • Different from what you ordered,

please contact us as soon as possible and preferably within 48 hours of delivery.

When contacting us, please provide:

  • Your order number;

  • A description of the issue;

  • Photographs where appropriate.

Depending on the circumstances, we may offer:

  • A replacement;

  • A refund;

  • Store credit; or

  • Another appropriate remedy.

We may ask for the product to be returned where reasonably necessary.

5. Non-Perishable Products

For non-perishable items such as books, merchandise, equipment, kits, and accessories, consumers may have a right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

To qualify:

  • Products must be unused where possible;

  • Products must be returned in a saleable condition;

  • Original packaging should be retained where reasonable.

You are responsible for return postage costs unless the item is faulty, damaged, or supplied incorrectly.

6. Refund Processing

Where a refund is approved:

  • Refunds will be made using the original payment method.

  • Refunds are typically processed within 28 days of approval.

  • Delivery charges will be refunded where required by law.

We reserve the right to withhold a refund until returned goods have been received where a return is required.

7. Fermentation Kits and Starter Cultures

Due to their nature, opened fermentation kits, starter cultures, and similar consumable products may not be eligible for return unless they are:

  • Faulty;

  • Defective;

  • Damaged on arrival; or

  • Not as described.

Customers are responsible for following all storage, preparation, and usage instructions supplied with the product.

8. Workshops, Courses and Events

Unless otherwise specified at the time of booking:

Cancellation More Than 14 Days Before the Event

You may receive:

  • A full refund; or

  • Transfer to another available event.

Cancellation Within 14 Days of the Event

Refunds may not be available, but we may offer a transfer or credit at our discretion.

Failure to Attend

No refund will normally be provided if you fail to attend a booked workshop, course, or event.

If Fermentista cancels an event, you will receive either:

  • A full refund; or

  • The option to transfer your booking.

9. Fermentista App Purchases

This section applies to purchases, subscriptions, and digital content supplied through the Fermentista App.

Digital Content

Digital content may include:

  • Recipes;

  • Guides;

  • Educational materials;

  • Video content;

  • Downloadable resources;

  • Premium app features.

Where digital content is supplied immediately after purchase, you acknowledge that your statutory cancellation right may end once access or download begins, where permitted by law.

App Store Purchases

If you purchase a subscription or digital content through:

  • Apple App Store; or

  • Google Play Store,

refund requests must usually be made through the relevant platform provider and are subject to that provider's terms and policies.

Please refer to:

  • Apple's refund procedures

  • Google's refund procedures

for further information.

Direct App Purchases

Where purchases are made directly from Fermentista rather than through a third-party app store, refunds for digital products and subscriptions will be assessed in accordance with applicable UK consumer law.

10. Subscription Services

For recurring subscriptions offered through our Website or App:

  • You may cancel at any time through your account settings or applicable app store.

  • Cancellation prevents future billing.

  • Fees already paid are generally non-refundable unless required by law.

Subscription access will normally continue until the end of the current billing period.

Subscription Cancellation

You may cancel your Fermentista subscription at any time through your account settings or by contacting us at lina@fermentista.com.

When you cancel:

  • Your subscription will remain active until the end of the current billing period.

  • No further subscription payments will be taken after cancellation.

  • Access to subscription features will end when the current billing period expires.

Refunds

Subscription fees are charged in advance and are generally non-refundable except where required by applicable law.

No refunds or credits will be provided for:

  • Partial subscription periods;

  • Unused account time;

  • Failure to use the Service during an active subscription period.

UK Consumer Cancellation Rights

If you purchase a subscription as a consumer in the United Kingdom, you may have a statutory 14-day right to cancel your contract.

However, by starting your subscription immediately after purchase, you expressly request immediate access to the digital service and acknowledge that:

  • The service will begin during the cancellation period; and

  • Once the digital service has been fully supplied, your statutory cancellation right may be lost where permitted by law.

Where the service has only been partially supplied at the time of cancellation, we may make a proportionate deduction for services already provided, as permitted by law.

Automatic Renewal

Subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date.

The applicable subscription fee will be charged automatically using your selected payment method.

11. Incorrect Delivery Address

Customers are responsible for ensuring delivery information is accurate.

Where an order cannot be delivered because incorrect information has been provided, additional delivery charges may apply before replacement goods are sent.

12. Contacting Us

To request a refund, report a problem, or discuss a return, please contact:

Business Name: Fermentista Ltd.
Registered Address: 124-128 City Road, London EC1V 2NX

Website: www.fermentista.com
Email: lina@fermentista.com
Telephone: 07837317381

Please include your order number and relevant details so we can assist you as quickly as possible.

Consumer Rights Statement: Nothing in this policy excludes or limits your legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation in the United Kingdom

Fermentista
Registered Address: 124-128 City Road, London EC1V 2NX
Email: lina@fermentista.com
Telephone: 07837317381

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