Refund Policy
Our Freshness Promise: if your Jivanlax Foods order arrives damaged, incorrect, or not up to our standard, we'll replace it or refund you. Because our bars are food made fresh for each order, we can't accept returns of products once they leave our kitchen.
1. Canceling an order
To cancel, email order@jivanlaxfoods.com with your order number. Cancel within 24 hours, before we start making your order, for a full refund. Once we've started making your order, it can no longer be cancelled.
2. Returns
To protect every customer's health, we do not accept returns or exchanges of food products, opened or unopened. Please don't mail products back to us; we can't resell or reuse them.
3. Damaged, incorrect, or quality problems
We'll make it right if your order:
- arrives crushed, unsealed, leaking, or spoiled,
- is missing items or contains the wrong product, or
- doesn't taste or look the way a Jivanlax bar should.
How to request a fix
- Email order@jivanlaxfoods.com within 3 days of delivery.
- Include your order number, what went wrong, and photos of the product, label, and packaging.
- We reply within 2 business days and send a replacement or a refund, your choice.
4. What isn't covered
- Softening or melting caused by heat after delivery, or a package left in a hot location.
- Products stored differently from the label's directions, or eaten after the best-by date.
- Personal taste preferences on products that match their description.
- Allergic reactions when the allergen was clearly listed on the label and product page.
- Lost packages reported more than 48 hours after the expected or confirmed delivery date (see our Shipping Policy).
- Packages delayed or lost because of an incorrect address entered at checkout.
5. How refunds are paid
Approved refunds go back the same way you paid:
- Card payments (Stripe): refunded to your card within 5–10 business days of approval. Your bank may take a few extra days to post it.
- Zelle payments: sent back by Zelle to the same email address or phone number you paid from, within 5 business days of approval.
Shipping charges are refunded when the problem was our mistake or the carrier's damage. Store credit, when chosen, is emailed as a code.
6. Please email us before disputing a charge
If something is wrong, reach out first. We can almost always solve it faster than a card dispute, and it keeps small-batch makers like us in business.
7. Your rights under California law
This policy is posted as required for California sellers. It does not limit any right you have under California or federal law, including your right to a refund for products that are unsafe or not as described.
8. Contact us
Orders and refunds: order@jivanlaxfoods.com Everything else: support@jivanlaxfoods.com
We provide customer service by email only and do not take phone calls.
