Our promise to you
Every jar we ship is a living, actively fermenting food made by hand. If something isn't right when it arrives, we want to make it right — here's exactly how that works.
If there's any issue with your order, please contact us within 24 hours of receiving it. If a product arrived damaged, we'll need photo or video evidence before a refund or replacement can be arranged — please don't return anything to the courier unless we've specifically advised you to. Returning to the courier without our instruction means any credit that may have been due is forfeited.
Orders that never arrive will be offered a refund or replacement, unless we determine a replacement isn't the best option, in which case a refund will be issued. If you receive an incorrect item, please let us know as soon as possible — it will need to be returned at our expense before we send the correct replacement.
If you feel there's an issue with your order, please keep the product rather than disposing of it — refunds can't be issued without the evidence we've requested, and disposing of a product before we've agreed to it may mean forfeiting your right to a refund or replacement. We may ask for photos or video, and in some cases ask you to return the product. Every business has the right to request items be returned before a refund is considered, and we're always trying to avoid food waste — especially when so much time, care and craft goes into every jar.
Fermentation is a living, sometimes unpredictable art, and it can take a little getting used to if these products are new to you. We'll always work through your situation patiently and fairly — and we simply ask for the same courtesy and kindness in return. Our only intention is helping people access foods that have genuinely supported our own health and that of many others on their wellness journey.
Most concerns are resolved simply by refrigerating the jar and opening it once it's cold and fermentation has settled. If some liquid has leaked in transit, the product can smell quite strong — we promise it tastes far better than it smells! The lids we use are specifically designed to release liquid and gas as an actively fermenting product expands, which prevents the jar from over-pressurising. A little leakage is a normal part of receiving a genuinely living ferment, and we note this under every product description.
We're a small family business, so we always aim for the fairest, most practical way to resolve any issue. Thank you for supporting us as we work to bring this food to every Australian who could benefit from it.
Questions about an order? Get in touch — the fastest way to reach us is a text message.