Your happiness and satisfaction is our biggest priority at Ziryab’s Body Brew so we do what we can do achieve this including how we handle refunds and replacements.
Shipping Packages Together
If you make two orders on the same day, normally we will ship everything together (less packaging, less expense) but if you wanted them to ship separately, no problem. Just let us know when you order, okay?
100% money-back guarantee
We have a 100% money-back guarantee. This means we refund the cost of any product you aren’t happy with. You don’t have to send the product back. You don’t have to give us a reason (although we’d love to know it) and we won’t give you a hard time.
We do have a few limitations on the 100% money-back guarantee that we hope you will think are reasonable and will agree with – but if not, let us know.
- Not sure you are going to like it? We ask that you purchase the smaller sized option to try it rather than the largest size.
- We ask you don’t buy the “refill” option bag before you’ve tried the regularly packaged option. We reserve the right to refuse refunds for products offered as a refillable option. These are larger, discounted items that we are able to offer to repeat customers so they can reduce their costs and we can all reduce packaging. If first time buyers buy the large refill bag and don’t like it, this is very costly to us and we might not be able to afford offering this option in the future. Of course, if something is wrong with a refill bag or the product, we will resend.
- We reserve the right to not sell you that product again.
- We refund the cost of the product and not the cost of the shipping.
- A request for a refund needs to be done in a timely manner and after 45 days, refunds become logistically difficult. Therefore, sales are final after 45 days (however please contact us anyway if it is past 45 days and we can discuss the situation since every situation is different.)
We Replace or Refund Damaged, Defective or Missing Products
Did the bottle leak? Did we send you the wrong product? Did you not get it? Is there something else that isn’t right? We will either replace it or refund your money (less shipping) depending on the situation.. Usually we will replace it unless we think we can’t fix the issue, we are sold out of the product or replacing it with a equivalent product will be prohibitively expensive. (see shipping below)
Please note that we can only offer replacement of products within the United States. Presently shipping to other countries is extremely expensive and presents all kinds of challenges in getting a package to our customer. When a package fails to get to an address in another country, any effort to resend it usually isn’t successful the second time and ends up costing us a lot more than the product’s retail value.
Canadian Customers & Shipping
I’m Canadian (and American) and grew up there so I LOVE CANADIAN CUSTOMERS.
But we haven’t figured out how to set up this site to ship to Canada reliably. Right now we recommend either calling us 575-519-4704, emailing us ([email protected]) or visiting our Etsy site (but it’s a bit more expensive).
Keep in mind, shipping to Canada is expensive and it takes time and is extremely hit-or-miss. It can take a month to get there. Approximately 10% of our packages get lost and we have no idea why.. I understand that Big Box stores and Amazon may be getting their packages expedited through customs but ours don’t have this priority. We ask that if your package is missing that you wait at least a month before requesting a refund.
Customs and International Shipping
We are not able to keep up on every country’s (or any country’s) custom requirements. Some packages are held up by customs or require extra fees to be paid for them in tariffs and other fees. We have to request that it is up to you to make sure you can get the package and to know what your country requires of each package being sent from the USA. We appreciate this.