Why perishables need special handling
Our sourdough loaves and condiments are made fresh with no preservatives, so we cannot accept returns on food-safety grounds. What we can do is refund or replace any order that arrives damaged, incorrect, or below our quality standard.
When we refund or replace
- Wrong item delivered.
- Item arrived damaged (crushed, spilled, mould).
- Order arrived significantly late through no fault of yours.
- Delivery failed after two attempts (refund minus delivery cost).
When we cannot refund
- You changed your mind after the order was baked.
- The product was stored incorrectly after delivery.
- Personal taste preferences (we describe every product in detail).
How to request one
Write to shashank@fermylab.com within 24 hours of delivery with:
- Your order number.
- A short description of the issue.
- Photos of the item, packaging, and delivery slip if applicable.
How fast is the refund
Once approved, refunds are issued to the original payment method within 5 to 7 business days. Replacements are dispatched on the next baking day.
Coupon-discounted orders
Refunds on orders that used a coupon are for the amount actually paid. The coupon itself cannot be reused if the order was cancelled.