Effective Date: July 22, 2025
At Sage Mountain Maple, we are dedicated to providing you with the purest Vermont maple products and a delightful shopping experience. Your satisfaction is important to us. Due to the nature of our products (perishable food items) and to ensure the highest standards of food safety, our refund and returns policy is outlined below.
1. General Policy for Maple Products (Online & In-Store)
- No Returns on Opened or Consumed Products: For the safety and hygiene of all our customers, we cannot accept returns or offer refunds for maple syrup products that have been opened, consumed, or are not in their original, sealed condition, unless there is a proven defect or damage upon arrival.
- Quality Guarantee: We try hard to produce high-quality, pure Vermont maple syrup. We also want you to be fully satisfied. If you believe there is a quality issue with an unopened product, please contact us immediately.
2. Damaged or Defective Products (Online Orders)
If your online order arrives damaged or you believe a product is defective:
- Contact Us Immediately: You must contact us within 3 business days of receiving your delivery. Please email us at hello@sagemountainmaple.com or call us at 802-751-7013.
- Required Information:
- Your order number.
- A detailed description of the damage or defect.
- Photographic Evidence: Clear photographs of the damaged packaging (both internal and external, if applicable) and the damaged product(s). This is crucial for us to process a claim with the shipping carrier.
- Resolution: Upon review and verification of the damage or defect, we will, at our discretion, offer one of the following solutions:
- A full refund for the damaged item(s).
- A replacement of the damaged item(s), shipped to you at no additional cost.
- A store credit for the value of the damaged item(s).
3. Incorrect Items Received (Online & In-Store)
If you receive an incorrect item in your online order or accidentally purchased an incorrect item at our market:
- Contact Us: Please notify us within 7 days of delivery for online orders, or within 3 days of purchase for in-store transactions.
- Resolution: We will arrange for the correct item to be sent to you or available for pickup, and we will cover the costs associated with the exchange (e.g., return shipping for the incorrect item, if necessary).
4. Order Cancellation Policy
- Online Orders: If you wish to cancel an online order, please contact us as soon as possible at hello@sagemountainmaple.com or 802-751-7013.
- If your order has not yet been processed for shipping or local pickup, we will issue a full refund.
- If your order has already been processed or shipped, it cannot be canceled. Please refer to the damaged/defective product policy if applicable.
- Local Pickup Orders: Orders placed for local pickup that are not picked up within 7 days of being ready for collection may be cancelled and refunded, or subject to a re-stocking fee, at our discretion. We will attempt to contact you before cancellation.
5. Refunds Process
- Processing Time: Once a refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 10 business days, depending on your bank or payment processor.
- No Cash Refunds: Refunds will only be issued to the original form of payment used for the purchase.
6. Returns for Non-Food Items (Market & Deli)
For any non-food merchandise or other products sold at our market (e.g., local crafts, apparel):
- Eligibility: These items may be returned within 30 days of purchase, provided they are unused, in their original condition, and with all original packaging intact.
- Proof of Purchase: A valid receipt or proof of purchase is required for all non-food item returns.
- Refund/Exchange: Upon inspection, we will offer a refund to the original payment method or an exchange for an item of equal value.
7. Wholesale Returns
- Wholesale purchases are subject to the specific return and refund terms outlined in your individual wholesale agreement with Sage Mountain Maple Groves LLC.
- Wholesale partners experiencing issues with an order should contact their dedicated wholesale representative or our main wholesale inquiry line at hello@sagemountainmaple.com or 802-751-7013 for assistance.
8. Contact Us
If you have any questions about our Refund & Returns Policy, please contact us:
- By Email: hello@sagemountainmaple.com
- By Phone: (802) 751-7013
- In-Person (for general inquiries): 2 Main Street, Island Pond, VT 05846-0449
Remember to Finalize These Details: