POLICY

Refund and returns policy

Effective 5 November 2026. This policy applies to everything bought from Grass Fed Essentials LLC through grassfedessentials.com: formulation and compliance services, bulk tallow, raw materials and white-label products. It forms part of the website terms. Nothing here limits rights that cannot be limited under the law that applies to you.

1. Services (formulation, compliance, label review)

Work starts when the brief is received. Before the brief call, you may cancel for a full refund less card fees. After the brief call and before bench or filing work begins, we refund the unused part of the service, less a planning fee of 15%. Once bench work, a submission or a review has started, the service is non-refundable, because the cost has been incurred. If we cannot deliver the scope you paid for, we refund the unused part in full. Revisions beyond the number included are quoted separately. Timelines are typical and not guaranteed; delays do not create a refund right unless we agreed a date in writing and missed it by more than 30 days through our fault.

2. Bulk tallow and raw materials

These are natural and chemical materials sold with a lot certificate of analysis. We do not supply samples. Returns are not accepted for change of mind, incorrect ordering, or because a material behaved differently in your formula than you expected. A claim is accepted only where the delivered lot does not meet the limits on its certificate, or arrives damaged or short. Claims must be sent to info@grassfedessentials.com within 7 days of delivery with the lot number, photographs and, for a specification claim, the test method and result. We may ask for a retained-sample test by an independent laboratory; if it confirms the claim, we replace the material or refund it, including that test. Opened, decanted, mixed or stored-outside-specification material cannot be claimed.

3. White-label products

White-label runs are made to order and are non-refundable once the batch has been scheduled. Before that, cancellation is refunded less 15%. Label artwork is yours to check; we apply what you approve, and errors in approved artwork are not a defect. Finished-product claims follow the same 7-day rule as above, against the batch certificate and the agreed spec.

4. Shipping, duties and transit

Shipping is quoted and approved before dispatch and is not refundable once the goods have left. Duties, import taxes and brokerage are the buyer's responsibility and are never refunded by us. Risk passes to you on delivery to the address you gave. Transit damage must be noted with the carrier on delivery and reported to us within 48 hours with photographs; we then claim against the carrier or insurer on your behalf where cover was taken.

5. How refunds are paid

Refunds go back to the original payment method within 10 business days of approval. Card processing fees charged by Stripe are not refundable except where the refund is due to our error. Bank charges on international transfers are deducted from the refund unless the refund is due to our error.

6. Chargebacks

Please contact us before raising a chargeback; we resolve most issues within two business days. A chargeback raised without contacting us, on an order delivered to the address you gave or on a service already started, will be contested with the delivery record, the brief, the documentation delivered and this policy.

7. Not covered

Regulatory outcomes (a listing, notification or review does not guarantee a market will accept your product), results of a formula once modified by you, third-party fees paid on your behalf (laboratories, Responsible Persons, government fees), and consequential losses such as lost sales.

8. Contact and law

Grass Fed Essentials LLC, Wyoming, United States. Manufacturing by Grass Fed Essentials (Pty) Ltd, South Africa. Email info@grassfedessentials.com. This policy is governed by the laws of the State of Wyoming, without prejudice to mandatory consumer protections where you live.

This policy was drafted for Grass Fed Essentials and should be reviewed by a lawyer before being relied on in a dispute.