Returns Policy

At RH Fermented Food, we take care to prepare, pack and send every order safely. If there is a problem with your order, please contact us as soon as possible and we will do our best to help.

This policy applies to orders placed through our website.

Food Products
Due to the nature of our products, we are unable to accept returns of food items that are perishable, chilled, opened, damaged after delivery, or unsuitable for resale for food safety or hygiene reasons.

Our fermented foods are raw, unpasteurised and should be kept refrigerated once purchased or received.

This does not affect your statutory rights.

Damaged Orders
If your order arrives damaged, please contact us within 48 hours of delivery.
Please include:
• Your order number
• Your name and contact details
• Photos of the damaged item
• Photos of the outer packaging
• A brief description of the issue

Once we have reviewed the information, we may offer a replacement, refund or another suitable solution depending on the circumstances.

Missing or Incorrect Items
If an item is missing from your order, or you have received the wrong item, please contact us within 48 hours of delivery.
We will review the issue and arrange a suitable solution where appropriate.

Faulty or Not as Described
If a product is faulty, not as described, or does not match what you ordered, please contact us as soon as possible.
Where appropriate, we may offer:
• A replacement
• A refund
• A partial refund
• Store credit
We may ask for photos, order details or further information to help us assess the issue.

Change of Mind
Because our products are food items, we cannot accept returns or offer refunds for change of mind once an order has been dispatched.

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has not yet been packed or sent, we will do our best to cancel it and issue a refund.

Once an order has been dispatched, cancellation may no longer be possible.

Delivery Charges
If a refund is due because an item is faulty, damaged on arrival, missing, or incorrect, we will review the delivery charge as part of the refund process.
If you selected an upgraded delivery option, such as next day delivery, any refund of delivery charges may be limited to the standard delivery cost where applicable.

Storage After Delivery
Please unpack your order promptly once received.
Our products should be kept refrigerated once purchased or received. Once opened, consume within 14 days and ensure the lid is tightened properly after use.

RH Fermented Food cannot be responsible for product deterioration caused by:
• Incorrect storage after delivery
• Missed delivery
• Failure to collect from a courier depot
• Incorrect delivery information provided at checkout
• Leaving the parcel unopened for an extended period

Local Collection and Market Purchases
If you purchase from us at a local market, event or through local collection, please check your products at the time of purchase where possible.
If you notice a problem after purchase, please contact us with details and proof of purchase.

Trade & Wholesale Orders
Trade and wholesale orders may be subject to separate terms depending on order size, delivery arrangements and supply agreement.
Restaurants, cafés, farm shops, delis and retailers should contact us directly regarding any issue with a trade order.

How to Contact Us
For refund, return or order issues, please contact:
info@rhfermentedfood.co.uk
Please include your order number and as much detail as possible so we can help quickly.