سياسة الاسترداد

Last updated: August 12, 2026

We want you to be happy with your order. Since we sell food, some of the usual rules work differently, so please read this before buying.

WE CANNOT ACCEPT RETURNS OF FOOD

Once a food product has left our hands, we cannot take it back, resell it, or confirm how it was stored. This is a food-safety rule, not just a customer-service policy, and it applies even if the box is unopened.

That doesn’t mean you’re stuck with a bad order here’s what we do instead.

IF SOMETHING IS WRONG WITH YOUR ORDER

Email us at Hello@loarana.com within 7 days of delivery with your order number and a photo. We’ll replace the item or refund you in full, whichever you prefer, and we won’t ask you to send anything back.

This covers:

- Damage in transit crushed, torn, packaging  
- Spoilage, or mold.  
- The wrong item or quantity  
- Proof is Required as in Photos and videos too.   

Photos help. A picture of the outer parcel and one of the products lets us solve most claims the same day and helps us file a claim with the carrier if it’s their fault.

A NOTE ON TEXTURE AND APPEARANCE

Our dates are a natural product, hand-sorted and packed by harvest. Size, color, and firmness vary between boxes and seasons. Slight surface sugar crystallization is normal in dates and not a defect.

If your order doesn’t arrive, and tracking says it’s delivered but you haven’t received it, check with neighbors or your building first, then email us. If it still hasn’t shown up within 3 days of the delivery scan, we’ll replace or refund it. If tracking hasn’t updated for 7 days, contact us so we can start a carrier trace and keep you posted.

For wrong or incomplete addresses, please double-check your details at checkout. If a parcel can’t be delivered because of an incorrect or missing address and comes back to us, we’ll refund the product cost minus shipping or resend it at your expense. If it’s lost due to this, we can’t refund it. If you spot an error, email us right away if we haven’t fulfilled the order yet, we’ll fix it for free.

Refused deliveries that return to us are refunded minus the original shipping and any carrier return fees. If they don’t make it back, we can’t refund them.

To cancel an order, email us as soon as possible. If it hasn’t been fulfilled, we’ll cancel and fully refund you. Once it’s with the carrier, we can’t recall it, and the above rules apply.

For pre-orders, the estimated shipping window is shown on the product page and in your confirmation. You’re charged when placing the order. You can cancel any time before shipping for a full refund. If we can’t ship within the stated window, we’ll email a new date, you can cancel for a full refund. If you do not respond to a delay notice, we will treat that as a cancellation and refund you in full. We never hold your money for unfulfilled orders.

Refunds
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

please contact us at

Loarana LLC

Baltimore, MD 21202, United States

Hello@loarana.com