top of page

Refund Policy

At Island Tepache, we’re committed to delivering the highest quality fermented pineapple drink and ensuring your satisfaction with every sip. Our refund policy for our 3-pack and 6-pack products is designed to be fair, transparent, and customer-focused. Please review the details below to understand your options.

 

1. Eligibility for Refunds

We offer refunds for the following reasons:

  • Damaged or Defective Products: If your 3-pack or 6-pack arrives damaged, leaking, or defective (e.g., spoiled or off-taste due to manufacturing issues), we’ll provide a full refund or replacement.

  • Non-Delivery: If your order doesn’t arrive within the estimated delivery window (typically 2–3 days for Royal Mail 2nd Class Tracked, 1–2 days for Parcelforce 48) due to our error or carrier issues, you’re eligible for a full refund.

  • Incorrect Order: If you receive the wrong pack (e.g., a 3-pack instead of a 6-pack), we’ll refund or replace the order at no cost.

Refunds are not available for:

  • Change of mind or taste preference, as our products are perishable.

  • Customer errors (e.g., incorrect shipping address provided).

  • Delays due to unforeseen circumstances (e.g., weather or carrier disruptions), though we’ll work to resolve these promptly

2. How to Request a Refund

To initiate a refund, contact us within 7 days of delivery (or expected delivery for non-delivery cases) via:

Please provide:

  • Your order number.

  • A brief description of the issue (e.g., damaged bottles, non-delivery).

  • Photos of any damaged or defective products, including packaging, to help us process your request quickly.

3. Refund Process

  • Review: We’ll review your request within 2 business days and may contact you for additional details.

  • Resolution: If approved, we’ll issue a full refund to your original payment method within 5–7 business days or send a replacement pack (your choice, subject to availability).

  • Return (if needed): For damaged/defective items, we may request the return of the product using a prepaid shipping label we provide. Do not dispose of the product until instructed.

4. Shipping Costs

  • Non-Refundable: Shipping costs  are non-refundable unless the issue is due to our error (e.g., incorrect or non-delivered order).

  • Free Returns: If a return is required for damaged/defective items, we’ll cover the return shipping cost via a prepaid label.

5. Contact Us

We’re here to make things right. Reach out to our team at support@islandtepache.co.uk or through our website’s Contact Us page with any questions or concerns. Your satisfaction is our priority, and we’ll work swiftly to resolve any issues with your Island Tepache order.

Last Updated: September 25, 2025

bottom of page