Welcome to our online store! We are a small, family-run business dedicated to handcrafting and packaging our products with care. Please read these terms and conditions carefully before making a purchase. By placing an order with us, you agree to the following terms.

1. Business Identity

Our business name is The Fermentary. You can reach us at hello@thefermentary.com.au.

2. Order Processing and Dispatch Times

Our main order dispatch days are Mondays and/or Tuesdays. Orders placed before 12:00 p.m. (local time) on these days will typically be dispatched the same day.

We may occasionally dispatch orders later in the week during periods of high demand. Otherwise, orders will typically be dispatched early the following week.

If you have an urgent order, please contact us (hello@thefermentary.com.au), and we will do our best to accommodate your request. Additional fees may apply for expedited handling.

3. Shipping Policy

We ship products via express post to ensure safe and timely delivery of our SCOBYs, live cultures, and refrigerated items.

  • We do not ship cold items to PO Boxes or internationally to avoid potential spoilage or customs issues.

  • Estimated delivery times will be provided at checkout. While we strive to ensure timely delivery, we are not responsible for delays caused by courier services, weather, or other unforeseen circumstances.

Customers are responsible for ensuring their shipping address is correct. We are not liable for items lost or delayed due to incorrect shipping information.

4. Faulty Products and Refunds

If any product is faulty on arrival, please notify us within 7 days of delivery. We will offer a full refund or replacement upon verification of the issue. Proof of purchase and photos of the product may be required.

We do not accept returns or provide refunds for change-of-mind purchases.

5. Product Use and Liability

Our products, including live cultures and SCOBYs, require proper handling and storage. Please follow the instructions provided with each product.

We are not responsible for any issues arising from improper use, storage, or handling of our products.

6. Privacy Policy

We collect and use your personal information solely for processing your orders and improving your shopping experience. Please refer to our Privacy Policy for more details.

7. Force Majeure

We are not liable for failure or delays in fulfilling orders due to events beyond our control, including but not limited to natural disasters, strikes, or disruptions in supply chains.

8. Updates to Terms and Conditions

We reserve the right to update these terms and conditions at any time. Updates will be effective upon posting on our website. Please review these terms periodically to stay informed.

Thank you for supporting our small business! If you have any questions or concerns, don’t hesitate to contact us.