Refund policy

Last updated: September 23, 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 does not mean you are stuck with a bad order. Here is what we do instead.

IF YOUR ORDER ARRIVES DAMAGED

If your order arrives damaged, email hello@loarana.com within 48 hours of delivery with your order number and clear photos of the damage. We will replace the affected product or issue a full refund. You will not need to send the damaged product back.

Damage includes crushed or torn packaging and product that arrives spoiled or moldy. A photo of the outer parcel and one of the product lets us resolve most claims the same day and helps us file a claim with the carrier when it is their fault.

IF YOU RECEIVED THE WRONG ITEM OR QUANTITY

Email hello@loarana.com within 7 days of delivery with your order number and a photo of what you received. We will send the missing or correct item or refund the difference, and we will not ask you to send anything back.

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 DOES NOT ARRIVE

If tracking says your order was delivered but you have not received it, check with neighbors or your building first, then email us. If it still has not shown up within 3 days of the delivery scan, we will replace or refund it. If tracking has not updated for 7 days, contact us so we can start a carrier trace and keep you posted.

WRONG OR INCOMPLETE ADDRESSES

Please double-check your details at checkout. If a parcel cannot be delivered because of an incorrect or missing address and comes back to us, we will refund the product cost minus shipping or resend it at your expense. If it is lost because of an address error, we cannot refund it. If you spot an error, email us right away. If we have not fulfilled the order yet, we will fix it for free.

REFUSED DELIVERIES

Refused deliveries that return to us are refunded minus the original shipping and any carrier return fees. If they do not make it back, we cannot refund them.

CANCELLATIONS

To cancel an order, email us as soon as possible. If it has not been fulfilled, we will cancel it and refund you in full. Once it is with the carrier, we cannot recall it, and the rules above apply.

PRE-ORDERS

For pre-orders, the estimated shipping window is shown on the product page and in your confirmation. You are charged when placing the order. You can cancel any time before shipping for a full refund. If we cannot ship within the stated window, we will email you a new date, and 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.

SUBSCRIPTION DELIVERIES

Each subscription delivery is a separate order and is covered by this policy. To skip, pause, or cancel future deliveries, use your account before the next billing date. Our Cancellation policy has the details.

REFUNDS

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

CONTACT

LOARANA LLC

Baltimore, MD 21202, United States

hello@loarana.com