At Fermentina, all products are carefully prepared, chilled, and shipped with attention to quality. These policies explain how orders are prepared, delivered, cancelled, returned, handled, and how basic privacy and cookies information is presented.
All Fermentina products require chilled handling. Delivery timing may vary depending on preparation, courier operations, and the customer’s location.
Chilled shipping costs 35 per order, unless the order qualifies for free chilled shipping.
Free chilled shipping is available for eligible orders above 299 . If your cart qualifies, the free shipping option will be applied according to the store checkout settings.
Orders may take up to 5 days to be prepared before being handed over to the shipping provider. Preparation time can vary depending on product availability, production schedule, high order volume, weekends, public holidays, or operational delays.
After handover to the shipping provider, delivery usually takes 2 to 7 days, depending on the customer’s location within the Kingdom of Saudi Arabia and the shipping provider’s service coverage.
Since all our products are chilled fermented products and may be sensitive to temperature, customers are responsible for providing accurate delivery details and being available to receive the order.
Please provide correct delivery details, contact number, and address to avoid delays or failed delivery attempts.
Once delivered, products should be stored according to the storage instructions provided on the product label or product page.
Fermentina is not responsible for product damage caused by incorrect delivery information, customer unavailability, delayed receipt after delivery attempts, or improper storage after delivery.
These rules help protect product quality, food safety, and customer expectations.
Some products may occasionally be offered as pre-order items. For pre-order products, the customer places the order and pays through checkout, then waits until the product is available or ready for fulfillment. Any expected availability or shipping date shown is an estimate and may change due to production, availability, or operational conditions.
Customers may request to cancel an order before it has been prepared, fulfilled, or handed over to the shipping provider. Once an order has entered preparation, has been packed, or has been handed over to the shipping provider, cancellation may no longer be possible, especially because the products are food products and sensitive. Cancellation requests are reviewed case by case.
A return, replacement, or refund request may be reviewed if the customer received the wrong item, an item was missing, the product arrived damaged, or there is a clear product quality issue at the time of delivery. Please contact us as soon as possible and include the order number, clear photos or videos, issue description, and delivery date/time.
For food safety reasons, we may not accept returns or refunds for opened or used products, products stored incorrectly after delivery, change of mind after preparation or delivery, customer unavailability, incorrect address/contact details, or delays caused by the customer after delivery attempts.
Due to the perishable nature of our products, we do not accept returns or exchanges. Please contact us if you receive a damaged or incorrect item.
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Fermented products can naturally vary from batch to batch. This is part of the nature of traditionally fermented food.
Because our products are naturally fermented, slight variations in taste, carbonation or fizz, texture, or color are normal and are not considered product defects.
Fermentina products are intended for general consumption only. They are not intended to diagnose, treat, cure, or prevent any disease. Customers with allergies, medical conditions, pregnancy, special dietary requirements, or health concerns should consult a qualified healthcare professional before consuming any product.
For order issues, shipping questions, cancellations, or return/refund requests, please contact us and include your order number so we can help you faster.
