Toka Fermentary – Returns & Refunds Policy
Politika e Kthimeve dhe Rimbursimeve
Last Updated: Sept 4, 2025
At Toka Fermentary, we are proud of the living, fermented foods we create. Our products, like kimchi, hot sauce, and kombucha, are crafted with care in Tirana. Due to their natural and perishable nature, our policy is designed to be fair to you, our customer, while respecting the characteristics of our products.
Policy in a Nutshell (The Short Version)
We are committed to quality. If you receive a product that is damaged, spoiled, or incorrect, please contact us within 7 days of purchase with a photo of the issue. We will gladly offer you a full refund or a replacement product.
Due to the perishable nature of our ferments, we cannot accept returns for reasons of personal taste or if you change your mind.
1. Returns for Damaged, Defective, or Incorrect Products
Your satisfaction is our top priority. We will provide a full refund or a replacement for any products that are:
- Damaged: The container (bottle or jar) is broken, leaking, or has a compromised seal upon arrival.
- Defective/Spoiled: The product shows clear signs of spoilage (e.g., unnatural mold, foul odor) that are beyond the normal characteristics of fermentation.
- Incorrect: You received a different item than the one you ordered.
To be eligible for a return:
- You must contact us within 7 (seven) calendar days of receiving your product.
- You must provide a clear photograph of the damaged or defective product and its packaging. This helps us understand what went wrong and improve our processes.
2. The Nature of Fermented Products & Non-Returnable Items
Our products are alive with beneficial bacteria and yeasts. This means some natural variation is normal and is not considered a defect. This can include:
- Fizz and pressure: Our products, especially kombucha and kimchi, can be naturally effervescent. Please open them carefully over a sink.
- Color and taste variation: As with any natural product, taste, spice level, and color can vary slightly from batch to batch.
- Sediment: Natural sediment (like yeast strands in kombucha) is normal and a sign of a healthy, living ferment.
We do not offer refunds or returns for:
- Products where the reason for return is a matter of personal taste preference.
- Products that were not stored correctly after purchase (e.g., kombucha or kimchi left out of the refrigerator). Please follow all storage instructions on the label.
- “Change of mind” returns.
3. How to Initiate a Return for a Refund or Replacement
If your product meets the criteria in Section 1, please follow these simple steps:
- Contact Us: Email us at support[@]tokafermentary.al
- Provide Details: In your message, please include:
- Your name and order information. (Where you purchased from, or obtained the product.)
- The name of the product you wish to return.
- A short description of the issue (e.g., “jar was leaking,” “received wrong hot sauce”).
- A clear photo of the product and the issue.
- Await Instructions: Our team will review your claim within 1-2 business days. We will let you know if you have been approved for a refund or replacement and provide any further instructions. In most cases, you will not need to physically return the damaged product to us.
4. Processing Your Refund
If a refund is approved, it will be processed to your original method of payment within 5-10 business days. We will notify you by email once the refund has been initiated from our end.
5. Legal Compliance
This policy is designed to operate in full compliance with the consumer protection laws of the Republic of Albania, specifically Law No. 9902, “Për Mbrojtjen e Konsumatorëve” (On Consumer Protection). In accordance with this law, the standard 14-day right of withdrawal for distance contracts does not apply to the supply of goods which are liable to deteriorate or expire rapidly. However, this does not affect your statutory rights in the event that goods are supplied faulty, damaged, or not as described, as outlined in this policy.
Contact Us
For any questions about our products or this policy, please do not hesitate to reach out.
Toka Fermentary Tirana, Albania
Email: support[@]tokafermentary.al