Can I return my order?
We want you to be 100% happy with your order from Happy Kombucha and have total confidence ordering from us. We will accept returns for the usual reasons detailed below. When returning any item to us it is essential to contact us (firstname.lastname@example.org) and we will send you our returns form so that we can quickly process your return.
Our returns address is:
Unit 5, White Knights business park
10 hammonds drive
What do I do if I receive the wrong item?
Please use our Online Returns Form to inform us of the mistake and we will advise how to return the incorrect item(s) where necessary. Please note we can only replace or refund for unused items. If you have received an incorrect item and wish an exchange or a refund please ensure the item is returned in the same condition it was received.
What do I do if my order arrives damaged?
Please take photographs of the damage to your item and then inform us of the damage and we will advise how to return the incorrect item(s) where necessary. Please note that we do need to be informed of damaged items within 7 days of delivery due to the restrictions on claims by the delivery agents. If we are not informed within this time then we will not be able help.
What do I do if my order is faulty when it arrives?
Please use our Returns Form to inform us of the fault and we will provide details of how to return the faulty item(s) where necessary or arrange for the item to be repaired. This can then be emailed to us at email@example.com
What do I do if my order develops a fault after it has been used?
Please contact us to inform us of the fault and we will provide details of how to return the incorrect item(s) where necessary. Items can be returned up to 30 days from date of delivery Live cultures can only be returned within 7 days of receiving them and only if they are unopened and still sealed in their original packaging, if you do have a problem with a live culture contact us and we can generally resolve all issues. Orders over the Christmas period can be returned until the end of January.
What do I do if I change my mind about something when it arrives?
Please contact us to tell us that you’ve changed your mind and we will issue a returns number and details of how to return the unwanted item. Items can be returned up to 30 days from date of delivery. Orders over the Christmas period can be returned until the end of January. Postage paid for the delivery of your order is non-refundable and return postage is to be paid by you live cultures can only be returned within 7 days of receiving them (we determine this date from the proof of delivery that we receive for all orders) and only if they are unopened and still sealed in their original packaging. Your remaining refund will be credited after the returned goods have been checked over. Please do not return goods which aren’t in their original, re-saleable condition. We won’t send out items to other customers that have been returned and aren’t in perfect condition. Any items returned which are not in perfect, original condition won’t be credited so please ensure adequate packing methods are used.
Who pays the return postage costs?
If the order needs to be returned because of a fault or a mistake on our part then please contact us and we will send you a pre-paid returns label. We cannot refund postal costs if you decide to use your own postal service. If the order is returned because it wasn’t suitable or you changed your mind the postage costs are your responsibility again if you contact us we can provide a pre-paid postal label and the cost of this £2.95 will be deducted from any refund, if you are returning a larger item that needs to be collected by a courier this can be arranged and the collection cost is £9.50. Returned items are your responsibility until we receive them so if you choose not to use one of our return labels please use an appropriate service such as Royal Mail recorded. Please note that you are responsible for the items until they have been received back with us, we cannot accept responsibility for any items damaged/lost whilst being returned to us, even if it is our courier that has collected the items. If items are damaged are lost then a damage/lost claim will need to be made with the delivery agent and only when this has been paid out will we issue any refund due. Please also note that all glass items are sent at your own risk, neither Royal Mail or the couriers will pay out for damage to glass items. When we send the goods out to you we accept this risk however if you are returning such goods it is done at your own risk. If it is broken in transit we will not be able to claim and we will not be able to issue a refund so please ensure it is well packed for the return journey.
How will I know if you have received my returned item?
You will automatically receive a confirmation email when your returned item is received.
How long will my return take to process?
We aim to process your return as quickly as possible and usually complete them within a week. Please allow slightly longer at seasonal peaks.
How will I know when my return is completed?
You will receive an email to update you when your return is completed to let you know either that your replacement product is on its way or that your refund has been processed.