Refund policy

At Vesna Kombucha, we take great care to ensure that every bottle is produced, packed, and delivered to the highest standards. Due to the perishable nature of our products, special conditions apply to returns and refunds.

1. Perishable Goods

Kombucha is a food product with a limited shelf life. For hygiene and food safety reasons, we cannot accept returns of products once they have been delivered, except where the product is faulty, damaged, contaminated, or incorrectly supplied.

2. Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, faulty, or you receive the wrong product, please contact us within 48 hours of delivery by emailing vesnakombucha@gmail.com 

To help us assess the issue, please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the product and packaging

If we determine that the product is faulty, damaged during transit, or supplied incorrectly, we will offer one of the following remedies:

  • A replacement product
  • A full refund
  • A partial refund, where appropriate

Refunds will be processed to the original payment method within 14 days of approval.

3. Change of Mind

As our products are perishable food items, orders are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013.

Once your order has been dispatched, we are unable to accept returns or provide refunds for changes of mind.

4. Order Cancellations

Orders may be cancelled before dispatch. If you wish to cancel your order, please contact us as soon as possible - vesnakombucha@gmail.com

If the order has not yet been dispatched, we will issue a full refund.

Once the order has been dispatched, cancellation is no longer possible due to the perishable nature of the goods.

5. Delivery Issues

If your order is lost in transit, please contact us within 14 days of the expected delivery date.

We will investigate the matter with the courier and, where appropriate, provide a replacement or refund.

We are not responsible for delays caused by circumstances outside our control, including courier disruptions, severe weather, or incorrect delivery information provided by the customer.

6. Contact Us

If you have any questions regarding returns or refunds, please contact:

Vesna Kombucha
Email: vesnakombucha@gmail.com

We are committed to resolving any issues fairly and in accordance with your rights under UK consumer law.