10 Day Return Policy

Caking or hardening

Just Panela 100% Unrefined, Unprocessed (except kettle cooked), organic certified sugar is a Non Centrifugal Sugar (NCS).  It has a tendency to cake or harden depending on humidity and humidity cycling naturally occurring in kitchen pantries and anywhere else.   It is not an acceptable reason for asking for a return or refund as it is a natural occurrence that sometimes happens.

Color May Vary

As a totally natural, unrefined cane sugar color and flavor may vary.   If the dissatisfaction in the Panela is due to flavor it may not be deemed a reasonable reason for return.

Damages in shipping

If a bag is punctured or pierced in transport it is required to record evidence it and supply pictures.  If the bag, parcel, or pallet is being delivered by a delivery person, the receiver must examine and record damages on proof of delivery, BOL, or other shipping form or document received by the shipper. 

Discounted items cannot be returned for a refund nor exchanged. 

If you are not satisfied with the product you bought, you can return it for a refund within 10 days from receiving the item(s). Please note that there are exceptions to our return policy stated below: Discounted items from a final sale cannot be returned for a refund nor exchanged Perishable goods, for example, food and drinks, cannot be returned for a refund nor exchanged If the item you purchased comes from an individual seller, check their return policy for details. If they don’t state any return information, then their products will come under this return policy.

Please note that returned products must be unworn, in the original packaging, with the safety seals not damaged and the original labels retained. If the returned items do not satisfy these requirements, your return will not be eligible for a refund or exchange.

To return a purchased item, follow the steps below:
1. Open a dispute with us within 10 days of receiving the order. We will provide you with a free return label.
2. Make sure the items you’re returning do not have any visible signs of use and have the original tags on.
3. Package the products into their original packaging.
4. Put the products into shipment packaging and label it.

We commit to processing your return, assessing its eligibility, and sending a refund or credit to your account within 30 days of receiving the returned products.