Refund policy

Last updated: October 2, 2026

At Agave Straws, we stand behind our products. If something isn't right with your order, we'll make it right. This Return & Refund Policy applies to purchases made directly on agavestraws.com and shipped to addresses within the United States.

1. 30-Day Satisfaction Guarantee

You may request a return or refund within 30 calendar days from the date your order is delivered. Return shipping is free — you will never pay to return an eligible item.

2. Orders Under $150 — Refund Without Return

For orders with a product subtotal under $150 USD, you do not need to send the product back. Simply contact us within 30 days of delivery with your order number and a brief reason, and we will issue a refund. Because straws are food-contact items, we do not resell returned product.

3. Orders of $150 or More — Bulk & Wholesale Cases

For orders with a product subtotal of $150 USD or more (for example, our 20,000-unit case), returns for reasons other than a defect or our error are accepted within 30 days of delivery if the inner packs are unopened, sealed, and in resalable condition. Contact us first and we will email you a prepaid return label at no cost to you. Returns sent without prior authorization may be refused. Opened packs from bulk orders cannot be returned for a change of mind, but remain fully covered under Section 4 if they are damaged, defective, or incorrect.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 30 days of delivery with your order number and a photo of the issue. We will send a replacement or issue a full refund, including any shipping charges you paid — your choice. You will not need to return the item unless we provide a prepaid label and ask you to.

5. Lost or Undelivered Orders

If your tracking shows no delivery, or shows delivered but you have not received your package, contact us within 30 days of the estimated delivery date. We will work with the carrier and, if the package cannot be located, send a replacement or issue a full refund.

6. Order Cancellations

You may cancel your order at no cost any time before it ships by contacting us. Once an order has shipped, it can no longer be canceled, but it is eligible for return under this policy.

7. How Refunds Are Issued

  • Approved refunds are processed within 5 business days of approval or, for returned items, of receipt at our facility.
  • Refunds are issued to your original payment method. Depending on your bank or card issuer, the credit may take an additional 5–10 business days to appear.
  • Original shipping charges are refunded when the return is due to our error, a defect, damage, or a lost package. Otherwise, original shipping charges are non-refundable.
  • If you used a discount code, the refund will equal the amount you actually paid.

8. Exchanges

We do not process direct exchanges. If you would like a different pack size, request a refund under this policy and place a new order.

9. Purchases Made Elsewhere

This policy covers purchases made on agavestraws.com only. Products purchased through Amazon or other retailers are subject to that retailer's return policy — please contact the retailer where you made your purchase.

10. Custom, Private-Label & Contract Orders

Custom, private-label, or wholesale orders placed under a separate written agreement or quote are governed by the terms of that agreement and are not covered by this policy.

11. Fair Use

We reserve the right to decline a refund request in cases of suspected fraud, misrepresentation, or a demonstrated pattern of abuse of this policy. Before filing a dispute or chargeback with your bank, please contact us — we resolve most issues within one business day.

12. Your Legal Rights

This policy is in addition to, and does not limit, any rights you may have under applicable U.S. federal or state consumer protection laws.

13. How to Start a Return or Refund

Email us at info@agavestraws.com with your order number, the item(s) involved, and a brief description (and a photo, if the item is damaged or defective). We respond within 2 business days.