Refund policy
The quality of our products is our priority. We are therefore committed to responding favourably to all our customers’ requests, provided they are fair and realistic.
DEFECTIVE PRODUCTS
If a defective product is reported within 10 days of receipt, we will replace it free of charge (with the same item or its equivalent) and cover the shipping costs.
If a defective product is reported between 10 and 20 days of receipt, we will replace it free of charge (with the same item or its equivalent), but the customer will be responsible for the shipping costs.
After the 20-day period, we will apply the product manufacturer's warranty, as well as the legal warranty of quality.
Summary:
- Within 10 days: replacement free of charge.
- Between 10 and 20 days: shipping costs at customer’s expense.
- After 20 days: application of manufacturer’s warranties and legal warranties.
NON-DEFECTIVE PRODUCTS
If you wish to return a product that is not defective, please send us your request within 10 days of receipt.
We will issue a refund (with the exception of certain excluded products) provided that the returned product is: intact, unused, in its original packaging and in a condition to be sold. Please note that the product must be returned within 30 days of purchase.
If the item is no longer in stock, we will refund the original purchase price.
EXCLUSIONS & SPECIAL CASES
Several types of goods cannot be returned.
- Items purchased on a 40% or more discount.
- Products that have been used.
- Cultures and food products.
- Gift cards.
Therefore, no refund is possible for these products, unless the product is defective.
REPORT A DEFECTIVE PRODUCT
Here is how to report a defective product: send an email to caen@revolutionfermentation.com with the subject line “Defective product”.
The email must include:
- Your order number;
- A description of the problem;
- One or more photos (or videos) clearly showing the problem
Requests are processed within a maximum of 5 working days.
Refunds are sent within 5 working days of the decision. Refunds are made using the same payment method used by the customer to place the order.
REQUEST A RETURN
Here is the procedure to follow to request a return: send an email to caen@revolutionfermentation.com with “Return request” in the subject line.
The email must include:
- Your order number
- Description of your request
Requests are processed within a maximum of 10 working days.
Return address
No return or replacements without prior approval, thank you!
The return address is:
Tandem
521 rue Bériault
Porte 15
Longueuil, QC, J4G 1Z1
Canada
The item must be packaged to avoid any damage during transport.
The responsibility and the costs of return are at the charge of the customer until the goods are received at our warehouse. No refunds will be given to shipping costs.
