Refund policy
Last updated: October 16, 2026
Unopened products
Unopened, unused boxes in their original packaging can be returned within 14 days of delivery for a refund of the product price. Email info@cieloalto.com with your order number before sending anything, and we'll reply with return instructions. A flat $7.99 return shipping fee will be deducted from your refund or store credit, unless the return is due to our error.
What we can't accept
For food safety reasons, we can't accept returns of opened boxes or individual stick packs outside the first-order guarantee.
Damaged, defective or incorrect orders
If your order arrives damaged, a stick pack is torn or unsealed, or you received the wrong item, email info@cieloalto.com within 7 days of delivery with your order number and a photo. We'll send a replacement or issue a full refund, including shipping, at no cost to you.
Subscription orders
Subscription shipments follow the same rules above. To stop future shipments, log in to your account to pause or cancel your subscription, and check our Subscription Policy for details. A refund on one shipment does not cancel your subscription automatically.
How refunds are issued
Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to post it. Original shipping charges are non-refundable except for damaged, defective, or incorrect orders.
Questions
Reach us anytime at info@cieloalto.com. We usually reply within 1–2 business days.