Returns & Refunds

Last updated: September 11, 2026

If something is wrong with your order, write to hola@saccro.com with your order number. We answer within 1–2 business days and we would rather fix it than argue about it.

The short version

• Unopened pouch, within 30 days: send it back for a refund.
• Damaged, wrong or faulty: we replace it or refund it, and you keep what arrived.
• Opened pouch: we cannot take it back — it is food — unless it was damaged, wrong or faulty.

Returning an unopened pouch

You have 30 days from the day your order is delivered to ask for a return. The pouch must be unopened, with its seal intact and in the condition it arrived in.

Email us first — please do not send anything back without writing to us, or we may not be able to match the parcel to your order. We will reply with the return address.

Return shipping is on you unless the return is our fault, in which case we cover it. We recommend a tracked service: until the parcel reaches us, it is still your parcel.

Why an opened pouch cannot come back

Seta Panela is food. Once a pouch has been opened we have no way to guarantee to anyone else how it has been kept, so we cannot resell it and we cannot accept it back. This is a food-safety rule, not a way out of refunding you: if the product was damaged, wrong or faulty, the paragraph below applies instead and the seal makes no difference.

Damaged, wrong or faulty

Write within 7 days of delivery with your order number and photographs of the pouch and the outer box. We will send a replacement or refund you in full, whichever you prefer. You will not need to return anything, and you will not pay for shipping either way.

Cancelling before it ships

If your order has not shipped yet, email us and we will cancel it and refund you in full. Once the shipping confirmation has gone out, the return process above applies.

How the refund reaches you

Refunds go back to the card or wallet you paid with — we cannot send them anywhere else. We issue the refund within 5 business days of receiving the returned pouch, or of agreeing the refund if nothing needs returning. Your bank then takes its own time, usually 5–10 business days, to show it on your statement.

We refund the price you paid for the product. Shipping was free, so there is nothing to deduct there.

What this does not take away

Nothing in this policy affects the rights US consumer law gives you.

Contact

Tres Búhos S.A.S. (Saccro) · hola@saccro.com
See also our Shipping & Delivery policy and our Terms of Sale.