Refund policy

Last updated: November 9, 2026

At Umami Fermentation Art, we take great care in preparing, packaging, and delivering our fermented food products to ensure their quality, freshness, and safety.

Your satisfaction is important to us. Please read our Returns & Refunds Policy before placing an order.

1. Returns of Food Products

Due to the nature of our products and our commitment to food safety and hygiene, certain items cannot be returned.

In accordance with applicable European Union consumer protection legislation, the right of withdrawal does not apply to:

Food products that are liable to deteriorate or expire rapidly.
Sealed products that are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery.

These exceptions may apply to our fermented food products, including Miso, Shoyu, Garum, Koji, and other specialty foods, depending on their characteristics and packaging.

For products that do not fall under these legal exceptions, consumers retain their statutory right to withdraw from an online purchase within 14 days of receiving the goods.

2. Damaged, Defective, or Incorrect Products

We carefully inspect and package every order before shipping.

If you receive a product that is damaged, defective, incorrect, or otherwise does not conform to your order, please contact us as soon as possible.

We recommend contacting us within 48 hours of delivery to help us investigate any shipping-related issues promptly. This recommendation does not limit your statutory consumer rights.

Please provide:

Your order number.
A brief description of the issue.
Clear photographs of the product and its packaging, if possible.

Email: info@umami-fermentation-art.com

We will review your request and, where appropriate, arrange a replacement, refund, or another remedy in accordance with applicable consumer protection laws.

Where a product is defective or does not conform to the contract, the customer will not be charged for the costs of an applicable legal remedy.

3. Right of Withdrawal

For products that are not excluded from the statutory right of withdrawal, customers purchasing as consumers have the right to withdraw from their purchase within 14 calendar days of receiving their order, without providing a reason.

To exercise this right, please contact us at info@umami-fermentation-art.com with a clear statement of your decision to withdraw.

Eligible products must be sent back within 14 days of notifying us of your withdrawal.

Customers are responsible for the direct cost of return shipping in cases of withdrawal, unless otherwise required by law or agreed by us.

For a valid withdrawal, we will reimburse the payments received, including the standard original delivery costs where applicable, within 14 days of being informed of your decision. We may withhold reimbursement until we receive the returned goods or proof that they have been sent back, whichever occurs first.

Refunds will be issued using the original payment method unless otherwise agreed.

4. Refunds

Once your request has been reviewed, we will inform you of the outcome.

Where a refund is due, it will be processed through the original payment method, in accordance with applicable legal time limits.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

5. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@umami-fermentation-art.com.

If your order has not yet been dispatched, we will make every effort to accommodate your cancellation request.

Once an order has been shipped, cancellation and return requests will be handled in accordance with the applicable consumer rights and the exceptions outlined in this policy.

6. Food Safety and Storage

Our fermented products are crafted using carefully selected ingredients and traditional fermentation techniques.

To preserve their quality and safety, please follow the storage instructions and expiration or best-before dates indicated on each product's packaging.

If you believe a product has arrived in an unsafe or unsuitable condition, please contact us before consuming it.