Due to the nature of our products, we do not issue refunds after the order has been processed and the product shipped. You as a customer must understand this and take it into account before purchasing any food product offered on our website.
The person who receives the order in Cuba must make sure to verify that the products they receive match the order placed. Also, check the packaging very well and verify that they are in perfect condition in the company of 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 visible, nor for differences in the quantity and assortment of the products that the consumer/recipient has accepted at the time of delivery and that he should have noticed at the time of delivery.
However, we realize that exceptional circumstances may exist. Therefore, we make replacements and/or refunds in the following cases:
Product/Order not delivered:
Claims for non-delivery of the order must be made within a maximum period of 15 - 20 days after placing the order. Claims for non-delivery of a specific product within an order must be made within 24 hours from the date of delivery of the purchase. Otherwise, we will consider that the order was received without problems.
Product does not correspond to its description:
This type of incident must be reported in no more than 24 hours after receiving the order. Clear evidence must be provided proving that the purchased product does not correspond to its description on the product page. Complaints that are based merely on unjustified expectations, personal wishes of the customer or ignorance on how to process a product will not be taken into account.
Bad product:
Although all products are thoroughly checked before being delivered, unexpected incidents can sometimes occur. This problem must be reported in 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 correspond to a fresh product.
Delayed Delivery of the Product/Order:
If the order or any of its products are not delivered within the estimated period of 10 - 12 business days (excluding weekends) due to failures in our service, you have the right to be reimbursed without any additional compensation. Keep in mind that it is required to have all the updated contact information of the person who will receive the order in Cuba. If such information was not provided in a timely manner, the refund request may be denied.
CANCELLATION OF ORDERS:
Please note that when an order is canceled through no fault of our own we do not refund the amount charged for Shipping and Handling. The concept of Handling and Shipping 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, inventory adjustment and the cancellation fee applied by the payment gateway with which we work.
GENERAL NOTES TO TAKE INTO ACCOUNT FOR CLAIMS AND/OR CANCELLATIONS:
1. All cancellations must be made through the Customer Service channels by the customer who made the purchase, within a period not exceeding 24 hours after completing the order.
2. Claims made outside the first 24 hours after the order is 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 tampered with may be denied exchange or refund.
5. The exchange of the products may take 5-7 days.
6. Refunds are made exclusively to the payment method used for the purchase. It may take 5-7 days to reflect on the account, depending on the bank of the card used.
7. All Mobile Recharges are considered final sales, non-refundable and non-transferable.