Returns & Refunds

We stand behind every product we make. If you are not completely satisfied with your Pambiotic order, we want to make it right — no complicated processes, no unreasonable conditions. This policy applies to customers in the US, UK and EU.

Pambiotic starter cultures are live food products. For health, safety and hygiene reasons we cannot accept the return of opened sachets, and opened products cannot be resold. Our cultures have a 24-month shelf life and are shelf-stable when kept below 20°C, so issues are rare — but if anything is wrong with your order, we resolve it through refund or replacement rather than asking you to ship food back to us.

The following conditions apply to our returns and refund policy:

• Product not as described — full refund or replacement, within 30 days of delivery.
• Product arrived damaged — full refund or replacement, within 14 days of delivery (please include a photo).
• Order not received (lost in transit) — full refund or replacement, within 30 days of the order date.
• Changed your mind, unopened — full refund excluding shipping, within 14 days of delivery (EU / UK statutory right).
• Changed your mind, opened — handled case by case; please contact us within 30 days.
• Fermentation did not work as expected — troubleshooting support, plus a replacement if a fault is confirmed, within 30 days of delivery.
• Allergic reaction or adverse effect — immediate refund and escalation to our product safety team; contact us immediately.

In addition to our voluntary 30-day guarantee, EU and UK customers have statutory rights that we fully honour:

• EU (Directive 2011/83/EU): a 14-day right of withdrawal from distance contracts, beginning the day after delivery. No reason needed.
• UK (Consumer Contracts Regulations 2013): the same 14-day cancellation right applies.
• Exception: sealed goods that have been opened and are unsuitable for return on hygiene grounds are exempt from the withdrawal right. Our voluntary 30-day guarantee is more generous — if you are unhappy with opened products, contact us regardless.
• Faulty goods (EU / UK): if a product is faulty or not as described, you are entitled to a repair, replacement, or refund under the EU Sale of Goods Directive (2019/771) and UK Consumer Rights Act 2015. This right exists independently of our voluntary guarantee.

The process is simple:

• Step 1: Email us at pambiotic@arfa7.com with your order number and a brief description of the issue. If the product arrived damaged, please include a photo.
• Step 2: We will respond within 2 business days to confirm your preferred resolution (refund or replacement).
• Step 3: Refunds are processed within 5–10 business days to your original payment method. Replacements are dispatched within 3–5 business days of confirmation.

You do not need to return opened food products. For unopened returns, we will provide a return address on request — return shipping costs are the customer's responsibility unless the return is due to our error or a faulty product.

• Refunds are issued to your original payment method only.
• Shipping charges are non-refundable unless the return is due to our error.
• Refund processing times depend on your payment provider — allow 5–10 business days after we confirm the refund for it to appear in your account.
• Discount codes and promotional offers used in an original order are not reinstated upon refund.

Subscriptions can be cancelled at any time through your Recharge customer portal. Cancellations made before a charge processes take full effect immediately. If a charge has already processed:

• The order for that cycle will be fulfilled as normal.
• No further charges will be made after cancellation.
• We will not refund charges already processed unless there has been an error.

If you have been charged in error (for example after a confirmed cancellation), contact us immediately and we will refund the charge in full.

If your order arrives with damaged packaging, incorrect products, or missing items, please contact us within 14 days of delivery with your order number and photos. We will arrange a replacement or refund at no additional cost to you, and we use this information to improve our packaging and fulfilment.

If your order shows as delivered but you have not received it, please:

• Check with neighbours or your building's reception / mail room.
• Check with your local post office or collection point.
• Contact us within 7 days of the stated delivery date if the parcel is still missing.

We will investigate with the carrier and, if the shipment is confirmed lost, arrange a replacement or full refund within 10 business days of our investigation.

ARFA ES LTD / Pambiotic
Email: pambiotic@arfa7.com — fastest response, usually within 1 business day
Tel: +359 877 900 982 (Monday–Friday, 09:00–18:00 EET)
Postal: 3 eng. Stoimen Sarafov Str., Sofia 1000, Bulgaria.