Refund policy

Effective Date: March 2026
This Return & Refund Policy applies to all orders placed through the Aroa Craft Yogurt & Cafe website and is incorporated by reference into our Terms of Service. In the event of any conflict between this Policy and any other customer-facing content, the Terms of Service and this Policy shall control.

All Sales Are Final

Due to the perishable nature of our products and applicable food safety regulations, all sales are final. Aroa Craft Yogurt & Cafe does not accept returns or exchanges.

Our Freshness Guarantee
While all sales are final, we stand behind the quality of every order. If you receive a product that does not meet our standards due to a quality, packaging, or delivery issue on our end, we will review your claim and may offer store credit at our sole discretion.

Eligible Issues
A claim may be considered for store credit if:
•    Products arrive with damaged, leaking, or compromised packaging
•    You received an incorrect product (wrong flavor, size, or quantity)
•    Your order is lost in transit — meaning the shipment is never marked as delivered by our driver or carrier
•    Products are visibly spoiled or clearly off upon opening, before the expiration date printed on the container, provided the product was reported immediately upon opening and while still in its original container

We review all claims on a case-by-case basis and may issue store credit at our sole discretion. For spoilage claims, we reserve the right to deny a claim if there are reasonable indications of improper storage after delivery — such as the report being submitted several hours after a morning delivery, the product appearing to be at room temperature in submitted photos, or other signs inconsistent with continuous refrigeration. When store credit is approved, it will be applied to your account and can be used toward any future order.

How to Report an Issue
To be eligible for review, you must contact us within seven (7) days of the delivery date. To file a claim, contact us at info@aroayogurt.com with:
•    Your order number
•    A clear description of the issue
•    A photo of the product in its original container, taken immediately upon opening
•    A photo clearly showing the expiration date label on the container
•    A photo of the outer packaging as received

Note: Our yogurts have a shelf life of up to 19 days from the date of production. Because different batches are produced on different dates, the expiration date printed on your container is the definitive reference — not the delivery date.
Note: Claims submitted more than seven (7) days after delivery may not be eligible for review.

Non-Refundable Situations
Store credit will not be issued for:
•    Orders delayed due to carrier or driver issues outside of Aroa Craft Yogurt & Cafe's control
•    Incorrect or incomplete delivery address information provided by the customer
•    Orders marked as delivered by our driver or carrier
•    Spoilage resulting from improper storage after delivery
•    Products that have passed the expiration date printed on the container
•    Personal taste preferences — artisanal products may vary slightly between batches
•    Sale or discounted items, unless the item arrived damaged or incorrect

Customer Responsibilities
To ensure the quality and safety of your yogurt:
•    Refrigerate products immediately upon delivery, as indicated on the product label
•    Consume products before the expiration date printed on each container — please note this date reflects shelf life from the date of production, not the date of delivery
•    Do not consume products left unrefrigerated for more than 2 hours

Cold Chain & Third-Party Drivers
Aroa Craft Yogurt & Cafe delivers using both our own drivers and trusted third-party couriers. In all cases, we take measures to keep your order at a safe temperature during transit. Once delivery is confirmed, responsibility for proper storage transfers to the customer.

Unattended Deliveries
If no one is available to receive your order and you have not provided alternative instructions, we will attempt to contact you. Orders left at an unattended location are the customer's responsibility. We recommend ensuring someone is available during your delivery window, or providing clear delivery instructions at checkout.

Late or Missing Store Credit
Once a claim is approved, store credit will be applied to your account within three (3) business days of approval. Processing times may vary. If your credit has not appeared after that period, please check your account balance on our website. If it is still missing, contact us at info@aroayogurt.com and we will look into it promptly.

Return Shipping
Because our products are perishable and cannot be physically returned, we do not require or accept shipment of products back to us. Please do not mail products to our facility. If you have a quality concern, follow the reporting process above with photos.

Gifts
If an order was placed as a gift and shipped directly to the recipient, any quality issues should be reported by the recipient within seven (7) days of delivery. Store credit will be issued to the original purchaser.

Contact Us
For questions related to refunds or order issues, please contact us at info@aroayogurt.com. Customer support response time: 24–48 business hours, Monday through Friday.