Overview
Red Gold Concentrate is a consumable food product packaged in sealed jars. For safety and hygiene reasons, opened food products cannot be returned or resold.
Returns and refunds are therefore limited to specific situations such as:
- damaged products
- incorrect items delivered
- faulty packaging
- delivery problems
Customers are encouraged to inspect their order as soon as it arrives.
2. Damaged or Incorrect Products
If a jar arrives broken, leaking, or damaged, customers must notify us within 48 hours of delivery.
Please include:
- your order number
- a brief description of the issue
- clear photographs of the damaged product and packaging
After review, we will arrange one of the following:
- replacement product sent at no additional cost, or
- a refund to the original payment method
Claims submitted after 48 hours may not qualify for replacement.
3. Incorrect Items Delivered
If the wrong product was delivered, please contact us within 48 hours of receiving your order.
We will arrange:
- collection of the incorrect product if required
- delivery of the correct product, or
- a full refund
4. Returns for Unopened Products
Unopened jars may be returned within 7 days of delivery if:
- the product seal is intact
- the jar has not been opened
- the packaging remains in good condition
Customers must contact us before sending any return.
Return shipping costs may apply unless the return is due to our error.
5. Products That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns for:
- opened jars
- partially used products
- products returned without prior approval
- products damaged due to improper storage after delivery
6. Refund Processing
Once a return or claim has been approved, refunds are processed to the original payment method.
Typical processing time:
- 3–7 business days depending on the payment provider.
Shipping fees may not be refundable unless the return is due to an error on our side.
7. Delivery Issues
If a parcel appears lost or significantly delayed, customers should contact us so we can investigate with the courier service.
Where appropriate, we may arrange:
- a replacement shipment
- a refund
8. How to Request a Return or Refund
To request a refund, replacement, or return approval, please contact us using the website contact form or the email address provided on the site.
Include the following information:
- order number
- date of purchase
- description of the problem
- photos if applicable
9. Policy Updates
This Refund and Returns Policy may be updated from time to time to reflect operational or regulatory changes. The most recent version will always be available on the Red Gold Concentrate website.
Red Gold Concentrate is produced and packaged with care. If something goes wrong with your order, we will work to resolve the issue quickly and fairly.