Returns & Refunds Policy — Tequeños Eindhoven

Returns & Refunds Policy — Hallacas Eindhoven
Effective date: 1 September 2025

Who we are  
Hallacas Eindhoven sells Venezuelan  foods across the Netherlands, Belgium, and parts of Germany.

Perishable food (frozen/temperature-sensitive items) cannot be returned.  
- If your order arrives damaged, thawed, spoiled, incorrect, or incomplete, contact us within 24 hours of delivery with photos and your order number.  
- For non-food items (e.g., merchandise/accessories), you can return unused/unopened items within 14 days of delivery.  
- Pre-orders & seasonal items (hallacas, pan de jamón, etc.): see special terms below.

Non-returnable items  
Due to food safety, we do not accept returns of perishable/frozen products, including hallacas and other ready-to-eat or ready-to-cook foods. Opened food packages are never returnable.

Problems with your order  
Please email us **within 24 hours of delivery** with:  
- Order number  
- Photos of the shipping box, packaging, and the issue  
- Short description (what’s missing/incorrect)

2) Resolution: We may provide a replacement, partial/full refund, or store credit. We usually do not request returns of perishable goods.

3) Delivery issues  
- Customers are responsible for being available at delivery.  
- No refunds for perishables spoiled due to wrong addresses, missed delivery, or refusal of the parcel.  
- If the box arrives **damaged or warm**, take photos **before opening** and contact us.

4) Pre-orders & seasonal items  
- Cancel within **24 hours** if preparation has not started.  
- After production begins, orders are **non-refundable**, except for issues (damaged, missing, spoiled).

5) Non-food items (merch/accessories)  
- Return within **14 days** if unused and in original packaging.  
- Return postage is the customer’s responsibility, unless faulty or our error.

6) Refund timing  
Refunds are issued to the original payment method. Processing may take **5–10 business days**.

7) Contact us  
Email us at **[replace with your support email]** or use our **Contact page**. Always include your order number.