Our Guarantee
Guaranteed to work
Follow the recipe in your book and your kit will do what it says on the box. If it does not, we will put it right. That applies to every genuine Cheese Lab kit, wherever you bought it.
If something goes wrong
- Check the Lab Notes. Our help centre has step-by-step diagnoses for almost every question we are asked, from curds that will not set to mozzarella that will not stretch.
- Talk to us. Email hello@thecheeselab.co.uk and we will troubleshoot it with you. A quick description of what happened, plus a photo if you have one, helps us help you faster.
- Missing, damaged or faulty parts. If an ingredient or component in your kit is missing, damaged or faulty, we will send a replacement free of charge.
- Still not right? If your batch fails because of a fault with the kit, we will work with you to run it again with fresh ingredients. If we still cannot get you to a good result, we will replace the kit.
The sensible small print
- The guarantee covers what is in the box. Milk and anything else you add yourself are not covered, though we are always happy to advise on choosing them (short version: fresh whole milk, never UHT).
- Please use your kit by any best before dates printed on the ingredients.
- The guarantee does not cover a change of mind. For returns, see our refund policy.
- This guarantee is in addition to your legal rights as a consumer, which are not affected.
How to make a claim
Email hello@thecheeselab.co.uk with:
- your order number, or where and roughly when you bought the kit
- what went wrong
- a photo, if it helps show the problem
We read and answer every email.