Returns & Refund Policy
Last updated: October 14, 2026
Satisfaction Guarantee
We want you to be 100% satisfied with your purchase.
If you're not happy with your first-time flavour order, you may request a return within 7 days of purchase, subject to the following conditions:
- Products must be in new, unopened, and unused condition.
- Returns must be requested within 7 days of the original purchase date.
- Proof of purchase is required.
- Return shipping costs are the customer's responsibility for non-defective products.
Please follow the instructions under How to Start a Return below.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect.
We'll assess the issue and work with you to make it right.
If a return is approved due to a defective, damaged, or incorrect item, Everwell will cover the associated return shipping costs.
Non-Returnable Items
The following items are not eligible for return:
- Products that have been opened or used, unless they are defective or damaged.
- Sale or promotional items, unless defective or damaged.
- Products purchased through retailers or third-party online stores. Returns must be handled directly with the original seller.
- Products returned without prior authorization.
Exchanges
We do not accept product exchanges.
If you wish to purchase a different flavour or product, please place a new order through our website.
How to Start a Return
To initiate a return, please email orders@everwellwaterkefir.com within 7 days of purchase with the following information:
- Order number
- Product name
- Reason for the return
- Photos of the product, if damaged or defective
Our team will review your request and provide return instructions if approved.
Returns are accepted by mail only. Products cannot be returned in person to our Squamish facility.
Please do not send products back without first contacting us and receiving return authorization.
Return Shipping and Fees
- Non-defective products: Customers are responsible for return shipping costs.
- Damaged, defective, or incorrect products: Everwell will cover return shipping costs for approved returns.
- Return labels: Where Everwell provides a return shipping label, any applicable customer-paid return shipping costs will be communicated before the return is processed.
- Restocking fees: No restocking fees apply to approved returns.
We recommend using a tracked shipping service when returning products.
Refund Process
Once your returned item has been received and inspected, we will notify you of the refund decision.
If approved:
- Refunds will be issued to the original form of payment.
- Refunds will be processed within 7 days of receiving and inspecting the returned item.
- Your bank or credit card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact info@everwellwaterkefir.com.
Customer Responsibility
Please ensure your shipping address, phone number, and email address are accurate at checkout.
Everwell Water Kefir Co. is not responsible for lost or undeliverable shipments resulting from incorrect shipping information provided by the customer or when the recipient is unavailable to receive the package.
Contact Us
For questions regarding returns or refunds, please contact:
Everwell Water Kefir Co.
Email: orders@everwellwaterkefir.com
1002 Industrial Way, Unit 108
Squamish, BC V8B 1B4
Canada
NOTE: Our physical location is not open for in-person retail purchases or returns.