Refund policy

The short version

brasa is a consumable supplement, so we do not accept returns for change of mind, taste or format preference, or because the product was "not what you expected." There are exactly two ways to a refund: our 90-day guarantee (you actually used brasa and it did not work for you) and damaged, defective, or incorrect orders. Both are honored in full when the conditions below are met.

1. The 90-day guarantee

Iron takes time. Ferritin rebuilds over 8 to 12 weeks, and that is exactly the window we stand behind.

  • Applies to your first purchase only, one guarantee claim per customer and per household.
  • You must have used brasa consistently for at least 60 consecutive days before claiming. We may ask which tins you finished and when you started.
  • Claims must be opened within 90 days of delivery (per carrier tracking) through our contact page.
  • Requires proof of purchase (order number).
  • Refunds go to the original payment method and cover the product price. Shipping charges, free items, and gifts are not refunded.
  • Refunds are issued within 5–10 business days of approval.

2. Damaged, defective, or incorrect orders

If your order arrives damaged (for example a crushed or broken tin), sealed incorrectly, or containing the wrong item, we will replace it or refund it — your choice.

  • Report within 48 hours of the delivery scan through our contact page.
  • Include your order number and clear photos of the product and packaging as received. Claims without photos cannot be processed.
  • Do not discard the product until the claim is resolved.

What is not covered

  • Change of mind, accidental purchase, or dislike of taste, texture, or format.
  • "Product not as expected" where the product matches its label and description.
  • Differences in packaging appearance (see below).
  • Orders delayed, refused, or returned due to an incorrect or incomplete address provided at checkout.
  • Orders marked delivered by the carrier. If tracking shows delivered and you did not receive it, contact us within 7 days and we will help you open a carrier claim.
  • Purchases from anywhere other than our official store.

Packaging may vary

We improve our packaging over time. The tin, casing, label, or sleeve you receive may differ in appearance from current site imagery while containing the identical formula stated on the label. Appearance differences are not defects and do not qualify for a return, refund, or dispute.

Chargebacks

Contact us before opening a payment dispute — we respond within 1 business day and resolve legitimate issues faster than any bank can. By purchasing you agree to these terms; disputes opened without contacting us first will be contested with delivery confirmation, checkout records, and this policy.

How to start a claim

Use the contact page on this store with your order number, the reason, and (for damage claims) photos. Every claim gets a human reply within 1 business day.