Our refund and returns policy establishes the following.
Long shelf-life products have a 5-day return policy. These products can be dried fruit, frozen packs, some cheeses, alcoholic drinks, oils, jarred products, etc. If 5 days have passed since the delivery of your order, we can’t offer you a refund or exchange.
For fast perishable foods (elaborated further in the document), the refund and return policy is of 24 hours since the moment of delivery. These refunds are only in the cases in which the products arrive either damaged, contaminated, or in a shape that shows it is not a fresh product.
Exceptions and details:
Several types of goods are not included in our return policy in general, even if they are claimed within 24 hours of having been delivered. We mean perishable goods such as delicate vegetable produce, meats , leafy greens, flowers, fruit, wheatgrass shots, mushrooms, legumes, sausages and any organic meat or vegetable product that can last fresh no more than 5 days.
Other non-returnable items:
- Gift cards
- Opened creams, makeup, syrups or any opened bottled or jarred consumables, unless there is evidence of expiry date mislabeling or no labeling at all.
How to request a refund:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please take a couple of pictures from a reasonable distance so that the product can be seen fully as well as making visible the reason as to why it is being returned.
Contact us very shortly after that, so that we can have some time to assess the presented evidence. You can do this via our different contact methods; email address, chat bubble in web site or the contact form. Please avoid using more than one at a time, as that could complicate our assistance.
We will require the order number provided in the online purchase confirmation. This proof of purchase should have arrived in your email. The item being returned must make sense with the details of the order number provided.
In case you did not provide your email correctly, please contact us immediately at email@example.com.
Please do not send your purchase back to the farms or manufacturer or hand it back to the delivery service individual without getting any confirmation from us.
There are certain situations where only partial refunds may be granted:
- Perishable foods due to a wrongly placed order by the customer.
- Some health and personal care items once they have been opened and if they qualify.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once we assess the provided evidence, we will arrange a pickup, and process a return of a fresh product of the same kind or a refund, depending on the case.
Once the product has been qualified for a refund we will notify you of its approval.
If you are approved, then your refund will be processed, and you will have the choice of a deposit in case of having a local bank or Payphone. We could offer cash delivery only as a last resort.
You can also request to keep the refund as store credit. We will only process cash or deposit refunds for amounts of over $8.99 USD. If the amount to be refunded below $9 USD, we will only process store credit.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Check our email confirmation of the refund approval to see if you are expecting it a bit too early. It may take up to 3 business days before your refund reaches you.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or via our quick chat support on our website.
Sale items will only be refunded or exchanged based on its discounted price, not on the full price.
Once the returned item has been qualified for an exchange we will prepare a fresh replacement as soon as we can. We will notify you and arrange a delivery with you soon after.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gifting party had the order shipped to themselves to give it to you later, we will send a refund to the gifting party and they will be notified about your request for refund.
Fulfilling qualified returns
Once you have been notified of the approval to return your product, you must wait for the arrival of our authorized delivery individual who will pick up the item(s) at the same location of the original delivery. You may propose a new location address as long as it is within the city of Cuenca and you do so right at the moment of claiming a return or refund.
If the return is not related to an error by the company (Shungo Foods) you will be responsible for paying for the shipping costs for the delivery person.
If you live outside of the Cuenca urban area, there will be a charge to pick up any items there. Depending on the distance, the charges may be up to $20. No distance that may cost beyond $20 for our delivery costs will be considered under our range of service (more thank 20 km outside the city limits.
We guarantee to always be open to reasonable arrangements for special cases that may arise. Please assess your situation well before being sure your case is a special case.
Need more help?
Contact us at email@example.com for questions related to refunds and returns. You can also go to our home page and look for the chat bubble to the lower right and start a ticket directly with us.