Refund policy

Overview

This policy explains our approach to refunds, replacements, and returns at RARA Real Sugar. Because our products are food items intended for consumption, we apply a strict policy consistent with food safety standards and industry practice for perishable and consumable goods.

All sales are final

As a food and consumable product, all RARA purchases are final. We do not accept returns, exchanges, or refunds for reasons of taste preference, change of mind, accidental order, ordering the wrong product, or any other non-defect reason.

Once a food product has left our facility, we cannot verify how it has been stored, handled, or transported after delivery, and we cannot resell it. For these reasons, returned food products cannot be accepted.

Damaged, defective, or incorrect orders

We stand behind the quality of every order that leaves our facility. If your order arrives damaged, defective, with a compromised safety seal, or is not what you ordered, we will make it right.

To qualify for a replacement or refund, you must:

Contact us at support@getrara.com within 7 days of the delivery date shown by the shipping carrier
Include your order number
Include clear photographs of the damage, defect, or incorrect item, including the outer shipping box if the damage occurred in transit
Retain the product and packaging until your claim has been reviewed, in case additional photos are requested

Claims submitted after 7 days, or without the required photo documentation, cannot be processed. This is not a formality — it is what our shipping carriers require us to provide in order to pursue damage claims on your behalf.

How we resolve approved claims

If your claim is approved, we will, at our sole discretion, either:

Ship a replacement of the same item at no cost to you, or
Issue a refund of the purchase price of the affected item to your original payment method

You do not need to return a damaged, defective, or incorrect product. Please dispose of it safely.

Original shipping charges are non-refundable except where the entire order was our error.

Non-refundable items and situations

We cannot issue refunds or replacements in the following cases:

Change of mind, taste preference, or ordering the wrong product
Claims submitted more than 7 days after delivery
Products damaged after delivery due to improper storage, heat exposure, or mishandling
Products reported as damaged without photo evidence
Packages marked as delivered by the carrier but reported as not received, unless you have filed a claim with the carrier and provided the claim number
Packages returned to us due to incorrect, incomplete, or undeliverable addresses provided at checkout
Refused deliveries
Final-sale, promotional, or clearance items, where marked
Gift cards
Products purchased from third-party retailers — contact the retailer directly

Lost or stolen packages

Once a package is handed to the shipping carrier, responsibility for delivery shifts to the carrier. If tracking shows your package as delivered but you cannot locate it, please:

Check with household members and neighbors
Look for safe-drop locations around your property
Wait 48 hours, as carriers occasionally mark packages as delivered prematurely
File a claim with the carrier and contact us with the claim number

RARA is not responsible for packages lost or stolen after carrier-confirmed delivery. We may, at our discretion, assist with a replacement order at a discount, but are not obligated to do so.

Subscription orders

Subscription orders are subject to this same policy. To avoid charges for an upcoming order, pause, skip, or cancel your subscription through your account dashboard or by emailing support@getrara.com before the billing cutoff date shown in your account. Orders that have already been processed cannot be cancelled. Damaged or defective subscription orders are covered by the damaged-order provisions above.

Order cancellations

If you need to cancel an order, contact us at support@getrara.com as quickly as possible. We process orders quickly. Once an order has been passed to our fulfillment team or handed to the carrier, it cannot be cancelled, regardless of how recently it was placed. In that case, the order will be delivered and becomes subject to this policy.

How to contact us

All refund, replacement, and damage claims must be submitted by email to support@getrara.com. Include your order number and photographs as described above. We respond to all claims within 2 business days.

Refund processing time

Approved refunds are issued to the original payment method within 5 business days. Your bank or card issuer may take an additional 5–10 business days to post the credit to your account. If more than 15 business days have passed since we confirmed your refund and you have not received it, contact us at support@getrara.com.