RETURN POLICY
Our Policy on Formula Returns
We are confident in the quality of our formulas and services. However, understanding return policies is important.
Due to the sensitive nature of baby formula and for critical safety reasons, we cannot accept returns or offer refunds on any formula products, even if the outer box remains unopened.
There are several key reasons for this strict policy:
- Safety and Integrity: Once a product leaves our controlled environment, we cannot guarantee its storage conditions or verify that it hasn't been tampered with, even if the box appears sealed.
- Storage Control: We maintain rigorous standards in our climate-controlled German warehouse to ensure every formula box is stored optimally for freshness and safety. This control is lost upon shipment.
- No Resale: To ensure the absolute safety of all infants who rely on our products, we never resell returned formula under any circumstances.
We understand this policy is firm, but it is necessary to ensure the safety and quality of the formula you receive. We appreciate your understanding in this important matter.
Damaged or Incorrect Items Received
While we cannot accept general returns, we absolutely want to correct any errors on our part or significant issues arising from transit.
If you receive an item where the inner formula pouch is damaged/compromised, or if you receive an incorrect item that you did not order, please contact us immediately (within 3 days of receiving your order).
Please email us at support@theorganic.business with:
- Your Order Number
- A clear description of the issue (damaged pouch or wrong item)
- Photographic evidence of the damage or the incorrect item received
We will review the situation promptly and work with you to find a satisfactory resolution for damaged or incorrect shipments.
(Please refer to our Shipping Information page regarding minor cosmetic damage to the outer box, which does not affect the sealed formula inside and is not eligible for replacement.)
Contact Us With Concerns
Even though returns are not possible for formula, if you have any concerns about the product you received or are unhappy for any reason, please still reach out to us. We value your feedback.
Contact our customer support team at support@theorganic.business, and we will do our best to address your concerns.