We work hard to make sure every kit arrives in good condition. When something goes wrong — a broken bottle, a torn package, a product defect — we make it right. This page explains how.
Sample kits contain perishable food products and cannot be resold once they have been opened or shipped. For this reason, we do not accept returns based on a change of mind, taste preference, or business decision after receipt.
That said, we stand behind the quality and safe arrival of every kit we send. If a kit arrives damaged, defective, or differs from what was described, we will replace it or refund you in full.
If your kit arrives with broken bottles, torn packaging, or visibly damaged contents, we will send a replacement at no additional cost, or refund your full purchase price (including shipping).
Eligible — replacement or full refund
If a sample is verifiably defective — spoilage, contamination, wrong product shipped, missing items — we will replace it or refund the affected portion of your kit.
Eligible — replacement or partial/full refund
If the kit cannot be delivered because the address you provided was incorrect, we will work with the carrier to redirect when possible. If redirection is not possible and the kit must be re-shipped, additional shipping fees apply.
Partial — replacement at additional cost
If your shipment is held by customs and refused due to non-payment of import duties or other buyer responsibilities, the kit may be destroyed or returned to us. Refunds in this case are calculated net of shipping and customs handling costs already incurred.
Conditional — partial refund only
Sample kits are designed precisely so you can taste before committing to wholesale. We cannot refund based on subjective evaluation of flavor, but we welcome detailed feedback — it helps us serve you better next time.
Not eligible
The terms above apply to sample kit purchases. Wholesale orders are governed by separate terms agreed in writing at the time of order confirmation, which typically include:
Wholesale buyers should refer to their individual purchase agreement for full terms.
We ship via Pegasus Global Express (PEN-DHL). When damage occurs in transit, we file a claim with the carrier on your behalf. Photographs and clear documentation are essential for these claims to succeed. Replacement shipments are sent regardless of carrier claim outcome — the claim is between us and the carrier, not you and the carrier.
The sample fee credit toward a future wholesale order (described in our Terms of Service) is voided if you receive a refund for the sample kit. Replacements do not affect credit eligibility — if we send you a replacement kit, your credit remains valid for 90 days from the original sample receipt date.
Refund and replacement questions go directly to:
We aim to make this process simple and fast. If you have any concern about a kit you have received, write to us. We will respond within one business day.