14-day right of withdrawal
You can withdraw from your purchase within 14 days of receiving it, without giving a reason. Fill in the withdrawal form or write to [email protected] with your order number. We refund everything you paid, including the standard delivery cost, within 14 days of receiving your withdrawal — once the boxes are back with us or you have shown that you sent them. You pay the direct cost of sending them back.
Because these are food products in sealed sachets, the right of withdrawal does not cover sachets that have been opened (Directive 2011/83/EU, art. 16(e)).
Our 30-day promise
If a box does not work for you — the yogurt will not set, the kefir is not right — tell us within 30 days of delivery. We will help you find the cause, and if the culture is at fault we replace the box or refund it. You never need to send opened sachets back.
Damaged, wrong or missing items
Write to us within 14 days of delivery with your order number and a photo. We send a replacement or refund at no cost to you.
Lost parcels
If tracking says delivered but nothing arrived, check with neighbours and the courier office first, then contact us within 7 days. If the courier confirms the parcel is lost, we resend or refund it.
Faulty goods
Independently of all the above, you have the legal guarantee of conformity: if a box is faulty or not as described, we replace it or refund you — see the Terms of sale.
How refunds are paid
Card payments go back to the same card. Bank transfers go back to the account they came from; orders paid in cash on delivery are refunded by bank transfer to the account you name.