Refund policy

Revised October 2023

This page outlines our return and refund policy for orders of Culinary Solvent food grade ethanol.  Authorized refunds in accordance with the terms and conditions outlined on this page are processed back to the card used as the time of checkout or may be paid by check.  Refunds may (usually) take up to 48 hours to return to your account balance, as it is in the bank's hands once we hit refund on our side.  Please read and review the information on this page carefully before ordering food grade ethanol from CulinarySolvent.com.  All sales are final, we don't accept returns because we don't resell product, ever.  All customers using CulinarySolvent.com must indicate they agree with the return and refund terms contained on this page by checking the appropriate box at checkout.  

**How to "Contact Us" for return or refund requests: If instructed to do so in the steps below, or for additional questions or clarification on our return and refund terms, including our phone number to call, please use our contact us page [here].  We ask for all refund requests be made in writing using the methods provided on the Contact Us page to ensure the best customer service and timely response possible. Thank you!** 

Returns for Orders Successfully Delivered

Due to a number of factors, including the regulated nature of the product being sold and shipped, we are unable to accept returns of Culinary Solvent shipped back to our distillery originating from a customer's address.  (As we do not "restock" returned items, our no-return policy ensures that every customer only receives a bottle of which we can guarantee the chain of custody in the name of quality.)  Orders are considered "successfully delivered" for this policy when the order's tracking number is marked as delivered, including proof of delivery, by FedEx or UPS.  If you feel the food grade ethanol you ordered arrived damaged, or you are otherwise dissatisfied with your order experience, please contact us ASAP so we can make it right (also ASAP).

Canceling an Order that has Not Yet Shipped

Please contact us as soon as possible using the online form, or by replying to your order confirmation email, and indicate that you wish to cancel your order.  If your order has not yet shipped, a full refund (including the cost of shipping) will be issued to the card used at checkout, or by check.  Please note, an item is considered "shipped" once it is picked up by the carrier (FedEx, UPS, Freight), and it is important to notify us as soon as possible to avoid paying for the shipping fees and restocking fees if applicable.

Canceling an Order that has Shipped

Orders 5 Gallons and Under (Pint, Quart, Gallon) Shipped via FedEx Ground or UPS:

Please contact us as soon as possible using the online form, or by replying to your order confirmation email, and indicate that you wish to cancel your order.  If we are able to intercept the delivery (by contacting FedEx or UPS) to have the order rerouted back to us, we will issue a refund for the order total excluding the shipping costs charged at checkout.  For 1 gallon orders that ship for free at time of checkout, an original shipping cost of $20 will be used to calculate the total refund amount.  Refunds will be issued upon confirmation that the order has been successfully rerouted back to us.  Please note, intercepting and rerouting an order shipped via FedEx or UPS must occur no later than 1 day before estimated delivery time, else the carrier may not be able to cancel the delivery attempt in their system.  Non-bulk orders will not be charged a restocking and inspection fee for returns that are intercepted before delivery.

Bulk Orders (over 10 Gallons) Shipped Via FedEx or UPS:

Please contact us as soon as possible using the online form, or by replying to your order confirmation email, and indicate that you wish to cancel your order.  If we are able to intercept the delivery (by contacting FedEx or UPS) to have the order rerouted back to us, we will issue a refund for the order total excluding the shipping costs charged at checkout and a 25% restocking and inspection fee.  Refunds will be issued upon confirmation that the order has been successfully rerouted back to us.  Please note, intercepting and rerouting an order shipped via FedEx or UPS must occur no later than 1 day before estimated delivery time, else the carrier may not be able to cancel the delivery attempt in their system.

Bulk Orders (15 Gallons and Up) Shipped via Freight Carrier:

Please contact us as soon as possible using the online form, or by replying to your order confirmation email, and indicate that you wish to cancel your order.  If we are able to intercept the delivery (by contacting the freight carrier) to have the order rerouted back to us, we will issue a refund for the order total excluding the original shipping costs charged at checkout, the shipping costs to return the product back to us, and a 25% restocking and inspection fee.  If a bulk order ships using a free shipping promotion, an original shipping cost of $200 will be used to calculate total refund amount.  Upon confirmation that the order has been successfully rerouted in the freight carrier's system, a refund will be issued to the card used at checkout.  Please note, intercepting and rerouting a freight delivery must occur no later than 1 day before estimated delivery time, else the carrier may not be able to cancel the delivery in their system.

Canceling Orders marked "Pick Up at Distillery"

Please contact us as soon as possible using the online form or replying to your order confirmation email and indicate that you wish to cancel your order.  A full refund will be issued upon cancelation.

Bulk Orders Placed With A Purchase Order

Please contact us as soon as possible using the online form or replying to your order confirmation email.  If the order has not yet shipped, the PO will be canceled and no further action will be taken. If the order has already shipped, see scenarios described above depending on volume and shipping carrier.  Upon confirmation that the product is returning back to us, an invoice will be issued for the original shipping costs, the return shipping costs, and a 25% restocking and inspection fee.

Orders Returned Because of Customer Refusal or Non-Availability After Multiple Delivery Attempts.

Customers always have the right to refuse delivery at time of drop-off.  Orders returned due to "customer refusal" or because the order was unable to be delivered (customer not available after multiple delivery attempts), will be issued a refund for the order total excluding the original shipping costs charged at checkout plus the cost to ship the item back to us.  Depending on the volume of the order returned, a restocking and inspection fee of 25% may apply, see descriptions listed above for scenarios depending on volume.

FAQs about Returns and Refunds

Q: Why aren't retuned bottles accepted?

Answer: We don't accept returns because we have no means of guaranteeing that the product is pure after leaving our possession.  We only ship new product to customers because doing it that way is the only way to guarantee to customers that their product is as pure as we represent.   

Q: How are restocking fees calculated?

Answer: Restocking and inspection fees are calculated on the cost of the products which comprise the order, excluding taxes or shipping when applicable.  

Q: Why is return shipping cost deducted from the refund total?

Answer: Shipping food grade ethanol is regulated and requires specific designations and services charged by the shipping carrier to transport the product safely.  These special services (ORM-D, Dangerous Goods, Signature Required at Drop off) are charged by FedEx & UPS for the service they are providing.  It is the responsibility of the customer to cover these charges if a cancel and refund is requested while the product is in transit.

Q: Why is a shipping cost deducted from my refund total if shipping at checkout was "free"?

Answer:  Products that we offer with "Free Shipping" at checkout still cost money to ship.  Also, FedEx and UPS bill us when an order is returned due to customer refusal or non-availability.  If your order was purchased during a promotion offering "free shipping", and that order is subsequently returned to us by FedEx or UPS, a flat rate of $20 per gallon shipped via FedEx or UPS and a flat rate of $200 for orders shipped via freight will be used to calculate refund total to be returned to the customer.  If an order which shipped for free is returned to us due to refusal at time of delivery or customer not available, this flat fee will apply twice (once traveling to the destination, and one more time to return to us).