These terms apply to all product orders placed on fermentierra.com and form an integral part of our Terms and Conditions.
We deliver within Switzerland. Orders are dispatched from Switzerland by Planzer once a week, on Tuesdays.
Orders placed by 11 a.m. Swiss time on Tuesday are dispatched the same day. Orders placed after that deadline are dispatched the following Tuesday.
Delivery usually takes place within two working days after dispatch. These times are indicative and may be extended, particularly on public holidays or if the carrier is delayed.
Delivery charges are:
The applicable amount is shown before the order is confirmed.
If a parcel is returned to us because the address was incorrect or incomplete, or because it was not collected, the customer must pay the redelivery costs, which will be communicated before it is sent again.
The order must be checked as soon as it is received. Any damaged or missing product, or any product different from the one ordered, must be reported within five days of delivery to commande@fermentierra.com.
The request must include the order number, describe the problem and, where possible, include photographs of the product and its packaging.
Because our products are perishable foodstuffs, we do not accept returns following a change of mind, a customer ordering error or any other matter of convenience.
A replacement or refund may be requested when:
Each request is assessed using the information supplied. When accepted, the customer may choose between a free replacement with the next available dispatch and a refund of the amount paid for the product concerned.
A return is not normally required. No product should be returned without our prior agreement.
Refunds are made to the payment method used for the order or, if this is not possible, by bank transfer. They are issued within 14 days after the request is accepted.
The customer's statutory rights in the event of a defect remain unaffected.
An order may be cancelled free of charge until it has been handed to the carrier. The request must be sent as soon as possible to commande@fermentierra.com.
Once dispatched, an order can no longer be cancelled and the return and refund terms above apply.
For any question about delivery, a claim or a refund: commande@fermentierra.com.