Refund policy
Returns
We do not offer returns of product sold. It's too messy to ship product back to us and it usually means the item is then out of the fridge for 10-15 days - which is a little too long.
Inspect Immediately
Always inspect your order immediately upon reception. Open the case and check for damage. If the item is defective, damaged or if you received the wrong item, tell us so that we can evaluate the issue and make it right. This email needs to be sent to us within a few hours of delivery.
If the item is damaged, please get a signature from the delivery driver witnessing the damage. Take a photograph of the entire package received and send it to us along with:
- A description of what happened
- Your name
- Your order number
- Your phone number
- A copy of the driver's signature
Send this information to the following email address: info@loonkombucha.com. It may take up to 48hrs for us to respond to your email. We are a tiny team so please be patient. We will send you a confirmation email and then in a subsequent email let you know if a refund/credit has been approved or not.
Below are some of the reasons you might need a credit or refund and how we will approach the situation.
Wrong Item?
If you received the wrong item, or you we made a mistake in some way when packing your item, we will credit you the value of that item. For instance, if you ordered a case of 12 of one flavour and received 12 bottles of another flavour, we will send you a replacement case. We made a mistake and we will make it right.
If only a few bottles of your 12-pack were incorrect, we will credit you for those few bottles. We won't have safe packaging to ship a small number of bottles, so the credit makes more sense.
We do not credit for flavour discrepancy in mixed cases. Here's why - sometimes one of your three preferred flavours is not available and we have to add another flavour to fill the case. Always include a 4th choice in the comments section of your order when ordering a 3-flavoured mixed case. This will be your back-up choice in case one preferred flavour was not available. If you do not include this back-up choice, we will choose a tasty one on your behalf and get the case in the mail!
Case Damage
In the case that the bottles are damaged en route, by no fault of our own and no fault of yours, you could be eligible for a credit for the damage. For instance, if you ordered a case of 12 bottles and one bottle was damaged, we would offer you a credit for 1/12th of your payment. This credit can be used on future orders from Loon Kombucha.
However, we do require that you report the damage immediately as per the "Inspect Immediately" section. We will not cover losses reported long after the delivery took place.
Non-delivery
Sometimes shipments are lost in transit. In the case of non-delivery, we will ship you a replacement item if it is still available and we will cover that extra shipping cost.
It is possible that the item you originally ordered is no longer available. For instance, if the original flavour requested is sold out, we would only be able to send a different flavour. If this is the case, we will ask you what your second choice would be before we ship the replacement. If you only wanted that one flavour and nothing else, we can either ship you the product when it is next available or initiate a refund of your order. Keep in mind that it takes a few days for this to be processed.