Refund policy

Delivery & Returns Policy

Last updated: November 11, 2026

Good kombucha deserves a good delivery experience.

At ISA, we want every box to arrive fresh, chilled, and exactly as expected. Here's everything you need to know about deliveries, returns, and refunds.

1. Delivery areas and costs

We currently deliver online orders to supported addresses in:

  • Slovenia

  • Croatia (Zagreb and Rijeka)

  • Italy (Trieste)

Delivery is always free for online orders within our supported delivery areas.

There are no additional delivery charges at checkout.

2. Delivery schedule and times

We deliver ISA kombucha throughout Slovenia and to selected locations in Croatia and Italy, following our weekly delivery schedule.

Day Delivery areas
Monday Ljubljana · Škofja Loka
Tuesday Ljubljana · Gorenjska · Koroška
Wednesday Zagreb · Dolenjska · Štajerska · Prekmurje
Thursday Primorska · Rijeka · Trieste
Friday Ljubljana

 

All deliveries are free and refrigerated to keep your ISA kombucha fresh.

The delivery schedule is indicative and may change due to public holidays, order volumes, weather, or other operational circumstances.

Your estimated delivery date will be provided during checkout or in your order confirmation. We will contact you if any significant changes affect your delivery.

Unless otherwise agreed, orders will be delivered within the period required by applicable consumer protection law.

For delivery questions, contact orders@isakombucha.com.

3. Refrigerated delivery

ISA kombucha is naturally fermented and unpasteurized.

To protect product quality, our kombucha is transported under refrigeration throughout delivery.

Please follow the storage instructions on the bottle after receiving your order.

If your products arrive warm, damaged, leaking, or otherwise appear unsuitable for consumption, please contact orders@isakombucha.com.

We'll help resolve the issue in accordance with your consumer rights.

4. Receiving your order

Please make sure the delivery address and contact details provided during checkout are correct.

If nobody is available to receive your delivery, we'll contact you and arrange the next steps on a case-by-case basis.

Depending on the circumstances, this may involve rescheduling delivery or agreeing on another suitable arrangement.

We won't leave your order unattended without your agreement.

Risk of loss or damage generally passes to you when you, or someone you have designated other than a carrier, takes physical possession of the products.

5. Voluntary returns — 14 days

We want you to feel good about ordering ISA.

In addition to your statutory consumer rights, we offer a voluntary return option for eligible products.

You can request a return within 14 days of receiving your order.

What can be returned?

Under our voluntary return policy, we accept:

  • Complete, unopened boxes of ISA kombucha

  • Products with their original seals intact

  • Boxes and products in their original, undamaged condition

  • Products stored according to the instructions on the packaging

For voluntary returns, we do not accept partially used boxes or individual bottles from an opened box.

These conditions apply only to our voluntary return policy and do not restrict statutory consumer rights.

How to request a return

Email orders@isakombucha.com within 14 days of delivery.

Please include your order number and a short explanation of what you'd like to return.

We'll confirm the collection arrangements.

6. Free return collection

ISA covers the cost of collecting eligible returns.

Our own delivery team will arrange collection at no additional cost to you.

We'll coordinate a suitable collection time based on your location and our delivery schedule.

Please keep the products stored according to their label instructions until collection.

7. Refunds for voluntary returns

Once we've collected and inspected the returned products, we'll process your refund for products that meet the voluntary return conditions.

Refunds will normally be issued to the original payment method.

The time it takes for the refund to appear in your account may depend on your payment provider.

This voluntary refund process does not override statutory reimbursement deadlines.

8. Your statutory right of withdrawal

Under EU and Slovenian consumer protection law, consumers generally have the right to withdraw from a distance purchase within 14 days without giving a reason, subject to statutory exceptions.

For a one-time purchase of goods, the withdrawal period generally begins when you, or someone you designate, receives the goods.

For contracts involving regular delivery of goods over a defined period, the withdrawal period generally begins upon receipt of the first delivery.

Certain goods may be excluded from the statutory withdrawal right, including goods liable to deteriorate or expire rapidly, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exceptions apply only when the relevant legal conditions are met. ISA does not exclude the statutory withdrawal right simply because a product is a beverage.

How to exercise your right

Send a clear statement of withdrawal to orders@isakombucha.com before the applicable deadline.

You may use the withdrawal form at the end of this policy, but this is optional.

Where your statutory withdrawal right applies, we'll arrange free collection of the goods and reimburse you in accordance with applicable law.

Reimbursement will be made without undue delay and no later than 14 days after we're informed of your withdrawal. Where permitted by law, we may withhold reimbursement until we've received the returned goods or you've supplied evidence of their return.

Nothing in our voluntary returns policy limits your statutory right of withdrawal.

9. Damaged, incorrect, or nonconforming products

If something isn't right with your order, please let us know.

Contact orders@isakombucha.com if:

  • A bottle arrives broken, leaking, or damaged

  • You receive an incorrect product or flavor

  • Your order is incomplete

  • The product arrives in an unsuitable condition

  • You believe a product does not conform to your purchase agreement

Please include your order number and a description of the issue.

Photos are helpful, but they're not a mandatory condition for exercising your statutory rights.

Replacement or refund

We offer a replacement or refund, according to your preference and the remedies available under applicable law.

For statutory nonconformity claims, the sequence and availability of remedies are governed by consumer protection law.

Where ISA is responsible for a nonconforming product, the legally required remedy will be provided at no additional cost to you.

You do not need to return a complete unopened box to report a damaged, incorrect, or nonconforming product.

10. Contact us

Questions about a delivery, return, or refund?

We're happy to help.

ISA Kombucha d.o.o.
Šmartinska cesta 28
1000 Ljubljana, Slovenia

Orders, deliveries, returns, and refunds:
orders@isakombucha.com

General inquiries:
hello@isakombucha.com

Website: https://isakombucha.com

Model withdrawal form

Complete and return this form only if you wish to withdraw from a contract.

To: ISA Kombucha d.o.o.
Šmartinska cesta 28
1000 Ljubljana, Slovenia

Email: orders@isakombucha.com