Refund policy

PRODUCT REPLACEMENT OFFER

If you are a consumer that purchased a Sustainable Agave consumer packaged good from Amazon or our site (www.sustainableagavecompany.com), we are providing the following clarification regarding certain labeling language used on product packaging previously sold in California. Some units included terminology referring to how materials may break down after disposal and degradability. These descriptions may not have fully aligned with California-specific standards governing how post-use material characteristics can be represented on consumer packaging.

Our company is committed to clear, accurate communication and stands behind the quality of our products. In that spirit, we are offering the following to any California customers who may have questions or concerns:

Eligibility for Refund or Replacement
If you:
· Reside in California, and
· Purchased any of the affected products between July 30, 2021 and July 31, 2025, and
· Believe that the language referenced above may have influenced your decision to purchase

Then you may request either:
· A full refund of the purchase price
OR
· A replacement box (or boxes) of like product, with updated packaging

How to Submit a Request:

1. Gather proof of purchase (receipt, order confirmation, or bank/credit card statement)

2. Complete the refund request form here: [Insert URL for the form or email]

3. Mail the completed form and proof of purchase to:

Sustainable Agave Company
Attn: Customer Claims – Labeling
50 Carroll Street
Toronto, Ontario
M4M 3G3

Requests must be postmarked no later than January 1, 2026.

Other Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@sustainableagavecompany.com. 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@sustainableagavecompany.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

To return your product, send us an email at customerservice@sustainableagavecompany.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.