Refund and Returns Policy
Refund Policy
We have 14 days return policy, which means that you have 14 days after receiving your item to request a return. Fresh Ferment will not accept any returns past 14 days of the date of delivery. All returns must be deposited to the courier on or before the 15th day from delivery of the parcel, added 7 days to be received by us.
– If the order has been sent back after 21 days, then a deduction of half of the price will be applied from the total amount paid by the client.
– To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
– Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
– We will not issue a return or a refund if you will not provide us with proof such as videos/photos that the item is broken or damaged.
– We do not accept packages returned using C.O.D. service. The return shipping cost is to be borne by the client. Return shipping charges are non-refundable.
– We do not accept returned items that are for sale. ALL SALES ARE FINAL.
FINALE SALE & DISCOUNTED ITEMS:
– All clearance or discounted items are FINAL SALE and are not eligible for return or exchange.
– If the product has been purchased with discounts, the item(s) are not eligible for returns or refunds as they are for clearance.
– Only original priced items will be refunded, unfortunately items on sale will not be refunded.
– Please note that if the product has been purchased with an additional discount (on top of the already discounted price), this already voids the warranty stated above, as it is classified as an clearance item beforehand. Hence, no refunds and returns will be accepted in this case.
TO START A RETURN:
– To start a return, you can contact us at phoenixtradin@gmail.com. If your return is accepted, we will send you a return label, along with instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
– You can always contact us for any questions regarding returns at phoenixtradin@gmail.com
WRONG ORDER DELIVERED: If your item is incorrect, it must be reported to us within 24 hours of receipt of delivery via email (sales@naturalhealthyeatery.com) – please note that if it is not reported within the specified time period you will not receive a refund.
Once an incorrect item has been processed through our facility, we will refund up to £7.00 for shipping costs.
Merchandise can be returned to our distribution centre. All packages must have a tracking number as lost packages without tracking information will not receive a refund.
Original shipping fees are not refundable and return shipping costs are the customers responsibility.
Refunds will be issued within 7-10 business days of receipt of delivery of your package. Please account for institutional processing times.
If unauthorized items are returned and received by our facility a 50% handling fee will be charged.
CHARGES: As a small business, we do require the customer to cover the returning postage.
DAMAGES & DEFECTS: Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess the problem and correct it.
Return items must be unworn/unwashed, free of any stains (including makeup), free of pet hair and free of any distinct smells/Odors (including perfume or deodorant) with all product tags attached.
If your item is defective, it must be reported to us within 24 hours of receipt of delivery via email (phoenixtradin@gmail.com)
Please note that if a defect is not reported within the specified time period you will not receive a refund.
Exceptions / nonrefundable item: Certain types of items cannot be returned, such as perishable goods (such as food), custom-made products (such as special orders or personalized items). Please do not hesitate to contact us if you have any questions or concerns regarding your specific item.
Unfortunately, we cannot accept returns of sale items or gift cards.
Exchanges: The fastest way to make sure you get what you want is to return the item you have through the return process stated above, and once the return is accepted, make a separate purchase for the new item.
REFUNDS: We will notify you as soon as we have received and inspected your return and let you know whether or not the refund has been approved. If the refund is approved, you will automatically be refunded according to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and ship the refund. The product must be returned in its original packaging and cannot have been used beforehand.
– If a refund request is made without willing to return the product, then we don’t do the refund.
– If the product returned is not received by us in our warehouse and the order is being sent back to the sender then we refund while deducting a small amount (5% per item).
– If you have not received the order but we see that in our tracking system the order has been delivered and you want a refund then we deduct 5% per item for the shipping cost and packaging and logistic services.
– After a return has been made and a refund is processed, an amount of 5% will be deducted from the refund amount as a restocking and packaging price.
Cancellations: Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin sending it to the processing service immediately. For further inquiries please contact us: sales@naturalhealthyeatery.com and include your order number.
Refused & Undeliverable Packages: Orders that are refused by the customer upon delivery and orders that were rendered “undeliverable” by the courier will be subject to a £7.00 handling fee.
Last updated: 15/12/2023
