CANCELLATION AND ORDER CHANGE POLICY
All sales are final. Once an order has been processed and shipped, no cancellations are possible. If you wish to add to your order, it will be considered a separate order and will incur additional shipping charges.
We want all of our customers to love our products as much as we do. If you’re having issues with your kefir grains, please contact us as soon as possible so our team can provide guidance and advice.
SECTION 1 - MY ORDER DID NOT ARRIVE EVEN THOUGH IT SAYS IT WAS DELIVERED
Every customer will receive an email confirming their delivery. If the customer receives this email and has not received the package, it is the customer's responsibility to immediately contact Kefir Kultures (email@example.com). Do not contact the courier.
Once Kefir Kultures receives the email, the customer service representative will respond back to confirm that Kefir Kultures has acknowledged the situation. A response will be given to the customer within 24 hours.
SECTION 2 - A NOTE WAS LEFT AT YOUR DOOR TO BE PICKED UP AT THE POST-OFFICE
An email will be sent out to the customer stating that a notice card has been left on telling them where and when to pick up their order; Kefir Kultures will also be notified of this by the courier. After 3 days, Kefir Kultures will send another email to remind the customer of the notice card - if no response is given within 5 days the customer will not be eligible for any refund and the 7-day grace period.
SECTION 3 - 7-DAY GRACE PERIOD
The 7-Day Grace Period starts once the customer receives their order.
To be eligible for the 7-day grace period, the customer must thoroughly go through the DIY Kefir Milk instruction page and follow each step. The customer must not deviate from the instruction page or follow another user's guide - Kefir Kultures are not liable if the customer uses another kefir making guide.
If the customer notices any issue with their kefir milk or if the customer has any concerns with the instruction page, they must contact Kefir Kultures as soon as possible.
This grace period is only valid for 7 days from the time you receive your order.
Shipping fee for expedited shipping (1-7 days) will be included. If the customer wants to have a faster shipping duration, the price will be covered by the customer.