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Returns & Refunds Policy

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Last Updated: February 2026

We take pride in the quality of our maple syrup products and want you to be completely satisfied with your purchase. Please read this policy carefully to understand our return and refund procedures.

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Our Policy

Due to the perishable nature of food products, we only accept returns in the case of food spoilage or product defects.

We do not accept returns for:

  • Change of mind

  • Ordered wrong product or quantity

  • Taste preference

  • Gifted items the recipient did not want

  • Products that have been opened and partially used (unless spoiled/defective)

 

Eligibility for Returns

To be eligible for a return or refund, the following conditions must be met:

  1. Timeframe: You must contact us within 30 days of receiving your order

  2. Condition: The product must show clear evidence of spoilage or defect

  3. Documentation: You must provide photos of the affected product, including:

    • The product itself showing the issue

    • The product label/packaging

    • The lot number or best-by date (if visible)

  4. Original Packaging: When possible, retain the original packaging

 

What Qualifies as Spoilage or Defect

We will accept returns for products that show:

  • Mold growth

  • Fermentation (bubbling, off-gassing, unusual expansion)

  • Unusual or off-putting odor inconsistent with maple syrup

  • Foreign objects or contamination

  • Damaged or leaking containers upon arrival

  • Crystallization that renders the product unusable (Note: Some crystallization is natural and can be reversed by gently warming the syrup)

Please Note: Natural variations in color between batches are normal and do not constitute a defect. Maple syrup color varies based on when it was produced during the sugaring season.

 

How to Request a Return

Step 1: Contact Us

Before returning any product, you must contact us to initiate a return request:

  • Email: [Your Email Address]

  • Subject Line: "Return Request - Order #[Your Order Number]"

Please include:

  • Your order number

  • Date of purchase

  • Description of the issue

  • Photos of the product showing the problem

Step 2: Wait for Authorization

We will review your request and respond within 2-3 business days. Do not ship any products back without prior authorization.

Step 3: Return Instructions

If your return is approved, we will provide:

  • Return authorization number

  • Return shipping address

  • Any specific return instructions

Step 4: Ship the Product (If Required)

In some cases, we may not require the product to be returned. If return shipping is required, you will be responsible for return shipping costs unless the product arrived damaged or defective due to shipping.

 

Refund Options

Upon approval of your return, you may receive:

  • Full Refund: Credited to your original payment method

  • Replacement Product: A new product shipped at no additional cost

  • Store Credit: Credit toward a future purchase

The resolution offered will depend on product availability and your preference.

 

Refund Processing

  • Website Orders: Refunds will be processed to your original payment method within 5-10 business days

  • Etsy Orders: Refunds will be processed through Etsy within 3-5 business days

  • Amazon Orders: Refunds will be processed through Amazon per their standard timeline

Please note that your bank or credit card company may take additional time to post the refund to your account.

 

Damaged in Transit

If your order arrives damaged due to shipping:

  1. Take photos of the damaged package and products immediately

  2. Contact us within 48 hours of delivery

  3. Retain all packaging materials

We will work with you and the shipping carrier to resolve the issue promptly.

 

Non-Returnable Situations

We cannot offer refunds or returns for:

  • Products damaged due to improper storage after delivery

  • Products past the best-by date if the issue arose after that date

  • Products where the seal has been broken and significant time has passed

  • Shipping delays caused by incorrect addresses provided by the customer

  • Delays due to weather, carrier issues, or circumstances beyond our control

 

Contact Us

If you have questions about our Returns & Refunds Policy or need to initiate a return, please contact us:

Email: orders@puremaple.co
 

We appreciate your business and are committed to ensuring your satisfaction with our products.

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