Refund policy

WHAT IS YOUR EXCHANGE POLICY?

You can exchange any unworn, unwashed or defective merchandise by first contacting info@cheesegrotto.com. Please note: we do not cover the return shipping cost or outbound shipping cost for a non-defective exchange. All items that are exchanged must be returned in their original packaging, with the bubble wrap for the clay brick, in order to be considered.

WHAT IS YOUR RETURN POLICY?

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). All items must be returned in their original packaging, with the bubble wrap for the clay brick, in order to be considered for a full refund.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you pre-pay for an item, you must request a refund within 30 Days of purchase.  

For prepaid subscriptions, you are able to cancel after the prepaid duration.  Gift subscriptions will expire automatically after the prepaid duration, so no further action is needed. We do not offer partial cancellations or partial refunds on prepaid subscriptions while they are still active.  You have the ability to pause or skip a subscription at any time, and you may contacts us if transit damage occurs with a cheese shipment, and we will assist with a replacement. 

ORDER CANCELLATIONS

Cheese & food orders must be cancelled within 48 hours of the order shipping.  We aren't able to safely cancel the order and provide a refund after our cheese warehouse has the order in the queue and the shipping label in their hand. The reason is because there is a 50% chance that the order will still ship even if we notify them of a cancellation, as they are already in the midst of preparing the order.  We are humans, not robots, so our policies need to reflect people hand cutting the specialty cheeses and hand wrapping your orders to ship along our schedule.

For Hardware, orders usually ship the following business day, so as long as the shipping label hasn't been created yet, we can cancel and refund the order.  However, this cancellation window is very small. We are committed to getting back to people as soon as possible even though 3 business days is our standard.  We are a small team!