Returns & Refund Policy
Last updated: 2026-09-20
We want you to be happy with your order. Because our peanut butter is food and made fresh after you order, our policy is a bit different from a normal store.
Made-to-Order Items
Every jar is prepared after your order is placed. Because of this, we can't accept cancellations or change-of-mind returns once production has started (usually within [24 hours] of payment). To cancel or change an order, message us at [email/WhatsApp] as soon as possible.
When We Will Replace or Refund
We'll gladly replace or refund your order if:
- Your parcel arrives damaged or leaking, or the glass jar is broken
- You received the wrong item or flavour option
- An item is missing from your order
- The product has a quality problem (for example, an unusual smell, mould, or contamination)
When We Can't Accept Returns
- You opened the jar and simply changed your mind, or didn't like the taste
- Oil on the surface. Natural peanut butter has no added stabilisers, so oil separating on top is normal. Just stir before use.
- Texture or colour variation between batches, since it's a natural product with no additives
- Damage caused after delivery, such as storing it incorrectly (see Storage below)
- Orders where the address or phone number was wrong and the courier couldn't deliver
How to Make a Claim
- Contact us within [3] days of delivery at [email/WhatsApp].
- Include your order number, a description of the problem, and clear photos or a video. For damaged parcels, please include the outer box, the shipping label, and the jar.
- We'll review within [1-2] working days and let you know the outcome.
For safety and hygiene, we may ask you to keep the item until the claim is resolved. We generally don't need the product sent back.
Refunds and Replacements
- Approved claims are resolved by replacement or refund, whichever you prefer where possible.
- Refunds go back to your original payment method within [7-14] working days after approval. Timing depends on your bank or payment provider.
- Shipping fees for replacements are covered by us when the error was ours.
Storage (To Keep Your Product Fresh)
Store in a cool, dry place. Unopened jars last up to 3 months at room temperature. After opening, we recommend refrigerating, where it can last up to 6 months. Always stir before use.
Contact Us
[Store Name] | [email] | [WhatsApp] | [hours]