Refund policy

Effective Date: June 24, 2026

1. Our Replacement-First Commitment

At EXL Milling Ltd., we stand behind the quality of our fresh products. Because our items are prepared to order, we do not accept physical returns of products.

Instead of a return-and-refund process, our policy is to ensure you receive the quality you expect by sending out a fresh replacement order whenever a legitimate issue with your shipment is identified and verified.

2. Issues with Your Order

We strive to ensure every bag arrives in perfect condition. If you experience an issue, please contact us at support@exlmilling.com with your order number and a description of the problem.

  • Damaged Items: If your product arrives damaged, please notify us as soon as possible. To qualify for a fresh replacement, we require the following evidence:

    • Photos of the outer packaging showing the damage.

    • Photos of the damaged product inside.

    • Photos of the shipping label (with the tracking number visible).

    • Proof of value (your original order confirmation).

    • Note: Please keep the original packaging and the damaged item until the claim is resolved, as the carrier may request further evidence.

  • Lost Shipments: If your package is confirmed as lost by the carrier (i.e., no tracking updates for 7+ business days), please contact us. After we have confirmed the loss with the carrier, we will expedite a fresh replacement order to you at no additional cost.

3. Refunds

We prioritize providing you with a fresh product and generally do not offer monetary refunds. However, we stand behind your initial autoship order with our Empty Bag Guarantee: if you are not satisfied, you are eligible for a refund on your first trial bag only (limited to a single bag, even if multiple trial bags are included in your initial autoshipment). All subsequent orders and standard purchases are covered by our replacement policy rather than a refund.

4. Subscription Management

For our subscription customers, please ensure your account details—including your shipping address and product preferences—are kept up to date through your Subscription Portal. We are not responsible for replacements or refunds on orders that were successfully delivered to an outdated or incorrect address provided in your account settings.

5. Contact Us

If you have any questions about this policy or need to report an issue with your order, please reach out to our team at lipigen@exlmilling.com. We are here to ensure your experience with EXL Milling Ltd. is exceptional.