Refund policy

Last updated: October 1, 2026

First-batch reservations

Reserving a spot in our first batch is free. No payment is taken, so there is nothing to refund. To cancel a reservation, email hello@wellferment.com.

We do not accept returns

This is a live, refrigerated food. Once a jar leaves us we cannot verify how it was stored, so we do not accept returns of jars, opened or unopened, and we never ask you to ship anything back. Replacement is the remedy instead.

If something arrives broken

Email a photo to hello@wellferment.com within 48 hours of delivery, with your order number. We replace the affected jars on the next shipping day at no cost to you. Nothing needs to be returned.

If something is wrong with the ferment

Mold on the surface, a slimy texture, or a smell that is foul rather than sour means something went wrong. Send a photo within 48 hours of delivery and we will replace it.

Pressure in the jar, a hiss when it opens, cloudy brine, a lid that has pushed up or a little brine on the rim are not faults. They are the ferment working. A soft cold pack and jars at room temperature on arrival are also normal: fermented vegetables are preserved by their own acidity and salt.

30-day guarantee

If within 30 days of delivery the product is not what we described, tell us what is wrong and we will replace it or refund it.

Cancelling an order

You can cancel free of charge at any time before dispatch by emailing us. We dispatch on Mondays and Tuesdays. Once a parcel is handed to the carrier it cannot be recalled.

Wrong or missing items

Email us within 48 hours of delivery and we will send what is missing on the next shipping day.

Refunds, where they apply

Where we do refund (a cancelled order, an order we could not fulfil, or a case under the 30-day guarantee) the money goes back to the original payment method within 5 to 10 business days of us confirming it. How long it then takes to appear depends on your bank.

Undeliverable parcels

If a parcel comes back to us because the address was wrong or nobody could receive it, we will contact you. We cannot resend perishable goods that have been in transit twice; in that case we refund the order less the original shipping cost.