Returns, Refunds & Replacement Policy

Scoville & Co. takes considerable pride in the quality and integrity of every product we dispatch. Due to the perishable, consumable, and hygiene-sensitive nature of our products, we are unable to accept returns once an order has been delivered. Please read this Policy carefully before placing your order.

 

1. No Returns — General Policy

All sales of Scoville & Co. products are final upon delivery. We do not accept returns, and we do not offer refunds as a matter of general course. This policy exists to uphold the highest standards of food safety and hygiene — both for the integrity of our products and for the safety of all our customers.

By placing an order with Scoville & Co., you acknowledge and agree that you are purchasing perishable consumable goods and that the general no-return, no-refund policy applies.

 

2. Eligible Exceptions

Notwithstanding the foregoing, we will consider claims in the following limited circumstances:

2.1 Damaged in Transit

If your product arrives visibly damaged — for example, a broken bottle, a crushed or crushed outer carton, or evidence of impact damage to the product — you may raise a claim with us as described below.

2.2 Leakage or Spillage

If your product has leaked or spilled during delivery, resulting in a compromised product, you may raise a claim as described below.

2.3 Incorrect Item Delivered

If the product delivered to you is materially different from the product ordered (e.g., a different SKU or variant was sent), you may raise a claim as described below.

2.4 What Does Not Qualify

The following circumstances do not constitute valid grounds for a claim:

•        Dislike of taste, flavour profile, heat level, or subjective product characteristics
•        Minor variations in colour, consistency, or appearance — natural in micro-lot, handcrafted condiments
•        Damage arising after delivery due to improper storage or handling by the Customer
•        Claims raised beyond the eligibility window described below
•        Products that have been partially or fully consumed

 

 

3. How to Raise a Claim

3.1 Notification Window

To be eligible, claims must be raised within 24–48 hours of confirmed delivery. We are unable to accept claims raised after this window, as the condition of the product cannot be reliably verified beyond this period.

3.2 How to Contact Us

Please write to us at Atelier@scovilleandco.com with the subject line: "Delivery Issue — [Your Order Number]".

3.3 Information Required

Your claim must include:

•        Your full name and order number
•        A clear description of the issue
•        Photographic evidence of the product as delivered, including any damage, leakage, or incorrect item — time-stamped where possible
•        A photograph or image of the outer packaging, including the shipping label
•        Video evidence, if the damage is significant or the nature of the issue is better demonstrated through video

3.4 Verification

All claims are subject to verification. We may consult with our logistics partner to cross-reference handling records, photographs taken at dispatch, and delivery confirmation data. Submission of a claim does not guarantee that a remedy will be offered.

 

 

4. Remedies

4.1 Replacement — Primary Remedy

Where a claim is verified and accepted, our primary remedy will be to dispatch a replacement product at no additional cost to the Customer. Replacement products are subject to availability.

4.2 Refund — Secondary Remedy

A full or partial refund of the product value (excluding original shipping charges) will be offered only where:

•        A replacement product is not available due to stock constraints; or
•        We determine, in our sole but reasonable discretion, that a refund is the more appropriate remedy in the specific circumstances

 

Refunds, where approved, will be processed to the original payment method within 7–10 business days of our written confirmation. Processing timelines may vary depending on your bank or payment provider.

 

 

5. Discretion

Scoville & Co. reserves the right to make the final determination on whether a claim qualifies under this Policy. We will act in good faith, but this Policy does not create an unconditional right to a refund or replacement.

 

6. Contact

For claims or questions about this Policy, please write to atelier@scovilleandco.com.