Return Policy

Effective Date: November 1 st, 2023


At Brew Culture, we are committed to providing high-quality craft beverage ingredients and exceptional
customer service. We understand that there may be instances when you need to return or exchange a
product. This Return Policy outlines the guidelines and procedures for returning or exchanging products
purchased from us.

1. Eligibility for Returns


Customers are eligible to request a return or exchange under the following conditions:


1.1 Damaged or Defective Products: If you receive a product that is damaged or defective, a return or
exchange can take place following the guidelines and outlined parameters of Brew Culture’s Shipping
Policy.

1.2 Incorrect Product Shipment: If you receive a product that does not match your order, a return or
exchange can take place following the guidelines and outlined parameters of Brew Culture’s Shipping
Policy. We will arrange for the correct product to be shipped to you and may provide a prepaid shipping
label for the return of the incorrect product.

1.3 Customer Purchase Error: If you accidentally order the wrong product or no longer wish to keep a
product you have purchased, whether via our online store or through a Regional Sales Manager, a
return or exchange may take place if the error is reported to Brew Culture following the guidelines and
outlined parameters of the Shipping Policy. If a return or exchange is permitted, all expenses associated
with the return or exchange shipping or handling will be charged to the customer. In these
circumstances, it is solely up to Brew Culture to decide if a return or exchange can be permitted. Please
note that all dangerous goods are final sale and are not eligible for returns or exchanges in the case of
customer purchasing errors.

2. Return Procedure


To initiate a return or exchange, please follow these steps:

2.1 Contact Brew Culture: Following the guidelines and outlined parameters of Brew Culture’s Shipping
Policy, you can contact our team by reaching out to your Regional Sales Manager, by emailing
info@brewculture.com or orders@brewculture.com, or by calling 1-877-889-2739.

You will be required to provide the following information (Also outlined in our Shipping Policy):

  • Your order number or a reference number.
  • A brief description of the issue (damage, defect, or incorrect product).
  • Pictures (if required) showing the issue.
  • Any detailed information like lot numbers or expiration dates that may be required.

2.2 Return Authorization: Once your request is reviewed if approved, we will provide you with a Return
Authorization (RA) number and if required a Brew Culture Case number for referencing the issue.

2.3 Packaging and Shipping: Ensure that the product is securely packaged to prevent any further damage
during transportation. If we are responsible for the return shipping cost (for damaged, defective, or
incorrect products), we will provide you with a prepaid shipping label and will schedule a pickup (where
available). If Brew Culture is not responsible for the shipping costs, then the customer can choose to
ship the product back themselves or Brew Culture can arrange the shipping and invoice the customer for
the charges.

2.4 Inspection and Processing: Upon receiving the returned product, we will inspect it to verify the issue
and quality of the product. If the return meets the eligibility criteria outlined in Section 1, we will
process the return or exchange accordingly.

3. Refunds and Exchanges

3.1 Refunds: Refunds will be issued in the original payment method used for the purchase. Please allow
7 business days for the refund to process.

3.2 Exchanges: For eligible product exchanges, we will ship the replacement product to you within a
reasonable timeframe of receiving the returned item.

4. Non-Returnable Items


The following items are non-returnable:

  • Any products that were not reported following the guidelines and parameters of Brew Culture’s
  • Shipping Policy.
  • Products that do not meet the above criteria for eligibility of returns or exchanges.
  • Products that have been opened or used.
  • Products without a valid proof of purchase.
  • Dangerous goods. (Unless outlined in section 1.1 or 1.2)


5. Contact Information


If you have any questions or need further assistance, please don't hesitate to contact our team by
reaching out to your Regional Sales Manager, by emailing info@brewculture.com or
orders@brewculture.com, or by calling 1-877-889-2739.


Brew Culture reserves the right to update or modify this Return Policy at any time. We encourage
customers to review this policy periodically.

Thank you for choosing Brew Culture, and we appreciate your understanding and cooperation with our
return policy.