Return and Refund Policy

100% Pure Organic Maple Syrup

Delivery Inspection

At the time of delivery, the customer (or their authorised representative) must:

  • Inspect the packaging for integrity, including seals, condition, and labelling.

  • Verify lot code/batch numbers against delivery documentation.

  • Sign the Delivery/Receipt Confirmation Form, noting acceptance or rejection (with reasons for non-conformance if applicable).

Once signed, responsibility for safe handling, correct storage, and ongoing suitability transfers to the customer. This does not limit the customer’s rights under this policy to request investigation and remedy if, after opening, a latent defect is discovered.

After opening, the customer (or their authorised representative) must inspect the product for evidence of mould, contamination, variance in smell or taste or crystallisation. Failure to report an issue, upon inspection according to this policy, reduces Sap N Tap’s ability to investigate, correct and offer remedies, as Maple Syrup is an organic product that can spoil. A delayed report may be considered consumer mishandling, as it might cause minor issues to become major ones.

Change of Mind

Sap N Tap does not accept returns or issue refunds where the customer changes their mind, has no further use for the product, or has sourced the product elsewhere at a lower price.  Exceptions may be considered on a case-by-case basis, provided that all of the following conditions are met:

  1. The product is within its stated shelf life and has been stored in accordance with the Product Specification Sheet (e.g. “cool, dry place, away from sunlight, limited heat exposure during transport, refrigerated after opening”).

  2. The packaging is sealed, intact, and free from evidence of tampering.

  3. The product can be identified by lot code or batch number.

  1. Defective Products and Quality Control

Customers may reject a delivery or request an investigation and remedy in case of minor or major issues affecting purchased Sap N Tap maple syrup products, as follows:

  • Minor Issues: A quality flaw that does not compromise food safety or render the product unsuitable for its ordinary purpose (e.g., labelling or packaging integrity, dented drum with intact seal and crystallisation).

    • In these cases, Sap N Tap will, at its discretion, provide a replacement product or other reasonable remedy.

  • Major Issues: A defect that makes the product unsafe, unusable, or materially different from its description (e.g., mould growth, fermentation or contamination), which may be caused by problems in the packaging or transport process.

    • In these cases, the customer is entitled to choose either a replacement or a refund.

  1. Reporting Procedure:

  1. Customers must notify Sap N Tap by email or phone within 5 business days of delivery (or discovery of a latent defect).

  2. Notification must include:

    • Lot code/batch number.

    • Description of the issue.

    • Photographic evidence (where applicable).

  3. Sap N Tap will review and respond within 3 business days.

  4. Non-returnable items include:

    • Purchase documentation is not provided and cannot be traced.

    • Product not stored in compliance with specification requirements.

    • Product damaged due to mishandling after delivery at the customer’s site.

    • Product damaged due to third-party actions.

    • Product batch code not identifiable or out of shelf life.

  1. Return Handling

  • Approved returns must be shipped back or collected under conditions that prevent contamination and preserve integrity.

  • Returned stock will be quarantined and inspected upon receipt.

  • If the item is confirmed defective, the appropriate remedy (replacement or refund) will be applied. Sap N Tap may also authorise a customer to dispose of a damaged product when evidence on hand indicates an investigation is not necessary.

  • If rejected as a non-returnable item, the product will be disposed of, and no refund will apply. 

6. Refunds and Credits

  • For major issues, customers may choose either:

    • A full refund (including freight where the defect is attributable to Sap N Tap), or

    • A replacement at no cost.

  • For minor issues, Sap N Tap may provide a replacement or other reasonable remedy.

  • Refunds will be processed within 14 business days of approval.

  • Credit notes may be issued at the customer’s request.

8. Contact

All return requests must be directed to:


Sap N Tap

American Maple Syrup Pty Ltd

403/434 St Kilda Rd, Melbourne VIC 3004

jack@sapntap.com.au