Return policy

Given the nature of our products, we do not issue refunds after the order has been processed and the product shipped. As a customer, you must understand and keep this in mind before buying any food product offered on our website. The person who receives the order must make sure to verify that the products received match the order placed. They must also carefully check the packaging and verify that it is in perfect condition, together with the carrier, before signing the invoice. If they sign without verifying, the right to claim is lost. We are not responsible for defects that are in plain sight, nor for differences in the quantity and assortment of the products that the consumer or recipient accepted at the time of delivery and should have noticed at the moment of delivery. However, we recognize that exceptional circumstances may exist. Therefore, we make replacements and/or refunds in the following cases: Product or order not delivered: Claims for non-delivery of the order must be made within a maximum of 15 to 20 days after the order was placed. Claims for the non-delivery of a specific product within an order must be made within 24 hours after the delivery date of the purchase. Otherwise, we will consider that the order was received without problems. Product does not match its description: This type of incident must be reported within no more than 24 hours after receiving the order. Clear evidence must be provided showing that the purchased product does not match its description on the product page. Complaints based merely on unjustified expectations, personal wishes of the customer or lack of knowledge about how to process a product will not be considered. Product in poor condition: Although all products are thoroughly checked before being delivered, unexpected incidents may sometimes occur. This problem must be reported within no more than 24 hours after receiving the order. Clear evidence must be shown that the product is expired, that the original packaging of the product does not contain the production and/or expiration date, or that the color or smell does not match a fresh product. Delayed delivery of the product or order: If the order or any of its products is not delivered within the estimated time due to failures of our service, you are entitled to a refund with no additional compensation. Note that all contact information of the person who will receive the order must be kept up to date. If such information was not provided in a timely manner, the refund request may be rejected. Order cancellation: Note that when an order is cancelled for reasons that are not our fault, we do not refund the amount charged for handling and shipping. The handling and shipping concept includes, in addition to the preparation, packaging, shipping and delivery of the order, the use of the platform, payment processing and, in the case of cancellations, the inventory adjustment and the cancellation fee applied by the payment gateway we work with. General notes to keep in mind for claims and/or cancellations: 1. All cancellations must be made through the Customer Service channels, by the customer who made the purchase, within no more than 24 hours after the order was completed. 2. Claims made outside the first 24 hours after the order was delivered will be rejected. 3. For a claim to be valid, the damaged products and/or original packaging must be kept. 4. Items that have been consumed or handled may be denied exchange or refund. 5. The exchange of products may take 5 to 7 days. 6. Refunds are issued exclusively to the payment method used for the purchase. They may take 5 to 7 days to appear in the account, depending on the bank of the card used. 7. All mobile top-ups are considered final sales, non-refundable and non-transferable.