Refund Policy

Damages

Should you receive your order and find that products are dented, broken and/or caps are not properly sealed, please take one or two applicable photos and contact us at orders@bathculturehouse.co.uk. We're generally very fast with responding to emails and will do so ASAP (usually within 1 working day). Please note we do not check our junk folder, so if you fail to get a response from us in a day or two please call 01761 458117. We will do what we can to rectify the situation quickly and in a straight-forward manner.


Temperature Control

You should receive your order in refrigerated conditions, i.e. at least at a temperature below 8 degrees celcius. Should your package get delayed, or be stored by our courier partner in warmer conditions than we expect, you may receive products that are not at the appropriate conditions. If this is the case, please do contact us, and we can arrange a suitable solution, which may include a refund or product replacement. If however, your parcel is delayed due to an attempted delivery where no one was at home, we will not be held liable for products arriving above their required temperature.


Cancellations

If you choose to place an order and thereafter cancel, we reserve the right to fulfill your order and not make the decision to refund you. If however, we receive your message before allocating stock to your order and/or packing your order, we will be more than happy to refund your order and call the order 'closed'. We recommend you call us (01761 458117) if you want to cancel your order, so that we're quickly able to take action.


Refunds

If you are dissatisfied with your order, or anything else sold on this website, a refund is given at the discretion of Bath Culture House. However, if we can see clearly, via photographic evidence, that the products supplied are damaged, broken or the shelf-life is shorter than what we specify*, we will happily provide a refund to you as soon as possible, or a new batch of product to be dispatched.

However, refunds will not be given if you are: dissatisfied with the texture or taste of the product, dissatisfied with the appearance of the product, or unaware of certain specifications of the product; such as ingredients, allergen information, weight of the product, and so forth. You have within 4 full weeks of placing your order before you can legitimately ask for a refund.

Any refund requests due to:
a) Lost packages
b) Damaged jars
c) The incorrect items being shipped
d) Any other reason
should be submitted within 3 months of the date of your order being made. Should the 3 months have passed, we reserve the right to call your order 'closed'.

 

*It varies: kombucha, kimchi and sauerkraut – 2 months,
vegetable ferments – 2 months.
Cashew or almond soft cultured cheases – 2 to 3 weeks. The cheases are free from preservatives. As a result, the product is fresh and natural, meaning the shelf-life isn't as long as dairy cheese or other vegan cheeses (that may contain filler ingredients, stabilisers or lots of coconut).