We grow, make, and pack everything ourselves right here in the Shenandoah Valley, so if something isn't right, we want to hear about it. Here's how returns and refunds work, in plain English.
The quick version
- You have 30 days from delivery to let us know if something's not working for you.
- Unopened? Send it back on us with a free prepaid label, and we'll refund your card.
- Opened and not for you? Keep it. Tell us what happened and we'll make it right, usually with store credit.
- Damaged, wrong, or missing? Let us know within 7 days of delivery and we'll fix it, no return needed.
- Beverages and gift cards are final sale (unless they show up damaged or wrong).
- Questions or ready to start? Email us at orders@pureshenandoah.com.
Our 30-Day Satisfaction Guarantee
Finding what works for you can take a little trial and error. That's normal, and we don't want you stuck with something that isn't right. So every order is backed by our 30-Day Satisfaction Guarantee.
If you're not happy with a product for any reason, reach out within 30 days of the day your order was delivered (or the day you bought it in our store). What happens next depends on whether you've opened it.
Unopened products: free returns
Changed your mind? No problem. Here's how it works:
- Email orders@pureshenandoah.com with your name, order number, and what you'd like to return.
- We'll email you a free prepaid return label.
- Pack it up and send it to: Pure Shenandoah, 154 W Spotswood Ave, Elkton, VA 22827
- Once it arrives and we confirm it's unopened, we'll refund you to your original payment method.
One ask: please don't mail back anything that's been opened. We can't resell it, and you don't need to send it back to be taken care of. See the next section.
Opened products: keep it, we'll make it right
Tried it and it wasn't for you? You don't need to ship it back.
Just email orders@pureshenandoah.com with your order number, which product it was, and a quick note on what didn't work. That last part really helps us, and sometimes we can point you toward something that's a better fit.
For opened products, we usually issue store credit for what you paid for that item. Every situation is a little different, so we look at each one individually, and in some cases we'll refund your card instead. Store credit is added to your account, never expires, and comes off automatically at checkout.
The guarantee covers one claim per product, per customer. So if you've already been taken care of on a product, we can't do it again on that same product.
Damaged, defective, wrong, or missing items
If your order shows up damaged, something's defective, we sent the wrong thing, or part of your order is missing, that's on us.
Email orders@pureshenandoah.com within 7 days of delivery with your order number and a photo of the problem (and the box, if it's shipping damage). We'll send a free replacement or refund you, and you won't need to send anything back.
If your tracking says delivered but nothing arrived, or your order never shipped, email us. We'll dig in and make it right.
Final sale: beverages and gift cards
All of our canned and bottled beverages are final sale and can't be returned. Once a can is cracked, there's no way to tell, so we keep it simple. Gift cards are final sale too and can't be refunded or exchanged for cash.
The exception: if your drinks arrive damaged, leaking, or you got the wrong ones, the damaged, defective, or wrong item policy above still applies.
Subscribe & Save orders
Subscription orders are covered by the same 30-Day Satisfaction Guarantee as everything else.
Forgot to skip or cancel before a renewal shipped? If it's unopened, send it back within 30 days of delivery with a free label and we'll refund your card.
You can skip, pause, or cancel your subscription anytime from your account, or just email us and we'll handle it for you.
In-store purchases
Bought something at our Elkton store? The same guarantee applies.
- Unopened: Bring it back to the store with your receipt within 30 days and we'll refund your original payment method.
- Opened: Stop by with your receipt, or email orders@pureshenandoah.com with a photo of it, and we'll make it right, usually with store credit.
All in-store returns need a receipt. Beverages and gift cards bought in store are final sale too.
How refunds work
- Refunds are processed within 5 to 7 business days, usually sooner. For unopened returns, that clock starts when your return arrives. For everything else, it starts when we approve your request.
- Refunds go back to your original payment method. Your bank may take a few extra days to show it.
- Original shipping charges aren't refundable.
- If you used a discount code, your refund is for the amount you actually paid.
Need to cancel or change an order?
Email orders@pureshenandoah.com as soon as possible. If your order hasn't shipped yet, we can usually update the address or cancel it and refund you in full.
Talk to us first
If something goes wrong, please email us before you contact your bank or card company. A real person on our team reads every email, and we can almost always fix things faster than a dispute can.
The fine print
- The 30-day window starts on the delivery date shown in your tracking, or the purchase date for in-store orders.
- The guarantee covers one claim per product, per customer.
- Wholesale and B2B orders follow the terms in your wholesale agreement, not this policy.
- We may update this policy from time to time. The version posted here is the one that applies.
Questions about anything here? Email orders@pureshenandoah.com or call the store at 540-543-8043. We're happy to help.
Last updated: November 5, 2026
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