Refund policy
Juan Grande LLC | Effective Date: June 1, 2025 | www.juangrande.com
RETURN & REFUND POLICY
1. Our Commitment to You
At Juan Grande, every bottle we ship carries our personal commitment to quality, purity, and your satisfaction. We stand behind our products with absolute conviction. If something went wrong with your order, we want to make it right. This policy is designed to be fair, transparent, and straightforward because that is the standard we hold ourselves to in everything we do.
2. Food Safety & Return Limitations
Because Juan Grande products are consumable food items, we are legally and ethically unable to accept returns of opened products for resale. This policy is in place to protect the safety of all of our customers and to comply with applicable food safety regulations under the U.S. Food and Drug Administration (FDA) and New Jersey state food safety statutes.
Accordingly, the following return limitations apply:
• Opened products: Not eligible for return or resale under any circumstances.
• Products returned without prior written authorization from Juan Grande: Will not be accepted and will not be refunded.
• Products not in their original, sealed condition: Not eligible for return.
3. Eligible Refund & Replacement Circumstances
Notwithstanding the above limitations, Juan Grande will issue a full refund or replacement (at our discretion) under the following verified circumstances:
• Defective or Compromised Product: The product arrived with a broken seal, compromised cap, visible contamination, unusual odor inconsistent with the product profile, or other clear evidence of manufacturing defect.
• Incorrect Item Received: You received a product different from what was ordered (wrong flavor, wrong quantity, or wrong item entirely).
• Shipping Damage: The product was damaged in transit as documented under Section 7 of our Shipping Policy.
• Missing Items: One or more items from your confirmed order were absent from the shipment.
• Spoilage Upon Arrival: The product arrived in a spoiled or unusable state due to a verifiable shipping failure or temperature event on our end.
4. Quality Guarantee
Juan Grande stands behind the quality and flavor of every product we produce. If you are genuinely dissatisfied with the taste, quality, or formulation of a product for reasons unrelated to personal preference, we encourage you to reach out to us directly.
While "I changed my mind" or "It wasn't my taste" are not grounds for a refund on a consumable food product, we take all quality-related feedback seriously and will work with you to find a fair resolution, which may include store credit, a partial refund, or a complimentary product offer at our sole discretion.
We do not offer refunds based solely on subjective taste preference. Our flavor profiles (Original, Chipotle, Jalapeño) are clearly described on our product pages to assist you in selecting the right product for your palate.
5. How to Submit a Refund or Replacement Request
To initiate a refund or replacement claim, please complete the following steps within the required timeframe:
• Step 1: Email info@juangrandesauces.com with the subject line: "Order Issue – [Your Order Number]."
• Step 2: Include your full name, order number, order date, and a clear description of the issue.
• Step 3: Attach photographic evidence where applicable (damaged product, wrong item, missing label, etc.).
• Step 4: Retain all packaging, labels, and product until your claim is resolved. We may require return of product or additional documentation.
Claim Submission Deadlines:
• Damaged or Defective Product: Must be reported within forty-eight (48) hours of confirmed delivery.
• Missing Items: Must be reported within five (5) business days of confirmed delivery.
• Quality Concerns (non-damage): Must be reported within ten (10) days of confirmed delivery.
Claims submitted outside these windows may not be eligible for resolution at Juan Grande's sole discretion.
6. Refund Processing
Once a claim is approved, refunds will be processed as follows:
• Method: Refunds are issued to the original payment method used at checkout (credit/debit card, PayPal, Shop Pay, etc.).
• Timeline: Approved refunds are processed within five (5) to ten (10) business days. Depending on your financial institution, the credit may take an additional three (3) to five (5) business days to appear on your statement.
• Partial Refunds: In cases where only a portion of the order was affected, a partial refund for the affected items will be issued.
• Store Credit: At our election, we may offer store credit in lieu of a cash refund. Store credit has no expiration date and may be applied to any future order.
7. Order Cancellations
Orders may be cancelled without penalty within two (2) hours of placement, provided they have not yet entered the fulfillment process. To request a cancellation, email info@juangrandesauces.com immediately with your order number and "CANCELLATION REQUEST" in the subject line.
Once an order has entered fulfillment or has been shipped, it cannot be cancelled. In that case, please refer to the refund eligibility guidelines above upon receipt.
8. Exchanges
Due to the perishable nature of our products, we do not facilitate direct product exchanges. If you received an incorrect or defective item, we will ship the correct replacement product at no charge upon claim approval. If you wish to try a different flavor, please place a new order through our Site.
9. Chargebacks & Disputes
We ask that you contact us before initiating a chargeback or payment dispute with your bank or credit card issuer. Most issues can be resolved quickly and directly with our team. Chargebacks initiated without prior contact may result in the suspension of your account and your eligibility for future purchases.
Juan Grande will respond to all chargebacks with full documentation of your order, shipment confirmation, and this policy. Fraudulent chargeback attempts may be referred to the appropriate authorities.
10. Modifications to This Policy
Juan Grande reserves the right to modify this Return & Refund Policy at any time. Changes will be posted to the Site with an updated effective date. Orders placed prior to any modification are subject to the policy in effect at the time of purchase.
11. Contact Us
We genuinely care about your experience with Juan Grande. If something went wrong, let us know.
Juan Grande LLC
Sparta, New Jersey
Email: info@juangrande.com
Website: www.juangrande.com
Customer service hours: Monday through Friday, 9:00 AM to 5:00 PM EST.