Refunds and Return Policy

Refund basic pic 1


Our refund and returns policy lasts 5 days for long shelf-life products. If 5 days have passed since your purchase, we can’t offer you a full refund or exchange.

These products can be dried fruit, some cheeses, alcoholic drinks, oils, jarred products, etc.

For fast perishable foods (elaborated further in the document), the refund and return policy lasts 24 hours since the moment of purchase. These refunds are only in the case of product arriving damaged, contaminated, in a shape that shows clearly shows it is not a fresh product.

Exceptions and details:

Several types of goods are exempt from being returned after 24 hours of having been delivered to the customer. We mean perishable goods such as fresh vegetable produce, meats , leafy greens, flowers, fruit, wheatgrass shots, mushrooms, legumes and any organic product that can last fresh no more than 5 days. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Non-returnable items:

  • Gift cards
  • Opened creams, makeup, syrups or any bottled or jarred or bottled consumables, unless there are indications of mislabeling and/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 but also the issue why it is being returned.

Contact us immediately so that we can assess the situation. You can do so via our different means; 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

Please do not send your purchase back to the manufacturer or hand it back to the delivery service individual without getting any confirmation from us.

There are certain situations where only partial refunds are granted:

  • Perishable foods due to a wrongly placed order by the customer.
  • Some health and personal care items once they have been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


Once you provide enough pictures of the item you wish to return, we will make a first assessment of the claim and require any further information we see necessary to establish all the facts. After that, we will arrange a pickup. Once the return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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 Paypal, as well as a possible cash delivery. 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 refund amount is that or below, 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 or via our quick chat support on our website.

Sale items

Sale items will only be refunded or exchanged based on its discounted price, not on the full price.


We only replace items if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at and have them ready for pickup at the date and time we confirm to you by email.


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 gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

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 returning your item. In these instances, the cost of return shipping will be deducted from your refund. Shipping costs are non-refundable.

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.

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 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.