Returns, Refunds & Replacements Policy
Because our kombucha is a fresh, chilled, perishable product, we are unable to accept product returns once an order has been delivered.
That said, your experience matters to us. If something is not right with your order — for example, if it arrives damaged, an item is missing, you received the wrong item, or you have a quality concern — please contact us within 48 hours of delivery.
We will do our best to make it right, whether that means a replacement, refund, or another suitable solution.
To report an issue, please contact us by WhatsApp or email.
WhatsApp is our preferred contact method:
Email: cheers@onthewagonhk.com
Please include your order number and, where applicable, a photo of the issue so we can understand what happened and resolve it quickly.
We may not be able to accommodate concerns raised more than 48 hours after delivery, so please get in touch as soon as possible.
Bottle returns are separate from product returns. Empty bottle returns are optional but highly encouraged. For details, please see our Bottle Returns page.
