1. Overview
At Estacionesg, we take pride in the quality of our Mexican food products. We want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which we offer refunds, replacements, or store credit for products purchased from our website or physical store.
By making a purchase from Estacionesg, you agree to the terms of this Refund Policy.
2. Food Product Returns
Due to the perishable nature of our food products and for health and safety reasons, we generally do not accept returns of food items unless they are damaged, defective, or incorrect.
2.1. Eligible Returns
You may be eligible for a refund, replacement, or store credit if:
- The product received is damaged or defective upon delivery
- The product received is significantly different from what was described on our website
- The product received is incorrect (not what you ordered)
- The product is spoiled or expired before the labeled expiration date
2.2. Ineligible Returns
We cannot accept returns in the following cases:
- Food products that have been opened, partially consumed, or used (unless defective)
- Products that were purchased more than 7 days ago
- Products that were purchased on clearance or as final sale items
- Products that were damaged due to improper handling or storage after delivery
- Personal preference issues such as taste, spice level, or flavor (when accurately described on the product)
3. Non-Food Product Returns
For non-food items (such as cookware, utensils, or merchandise):
3.1. Eligible Returns
You may return non-food items within 14 days of purchase if:
- The item is unused, in its original packaging, and in the same condition as you received it
- The item is defective or damaged upon receipt
- The item received is significantly different from what was described on our website
- The item received is incorrect (not what you ordered)
3.2. Ineligible Returns
We cannot accept returns of non-food items in the following cases:
- Items that show signs of use or damage caused by the customer
- Items without the original packaging
- Items that were purchased more than 14 days ago
- Items that were purchased on clearance or as final sale items
4. How to Request a Return
If you believe your purchase qualifies for a return under this policy, please follow these steps:
- Contact our customer service team within 48 hours of receiving your order by:
- Email: [email protected]
- Phone: +38636381716
- In-person: Visit our store at 35 Doe Walk Place, Singapore 616548
- Provide the following information:
- Your order number
- The product(s) you wish to return
- The reason for the return
- Photos of the product if it is damaged or defective
- Our customer service team will review your request and provide you with instructions on how to proceed, which may include returning the product to our store or arranging for a pickup.
5. Refund Process
5.1. Refund Options
Depending on the circumstances, we may offer one of the following remedies:
- Full Refund: The purchase amount will be refunded to your original payment method
- Replacement: We will send you a replacement product
- Store Credit: We will issue store credit that can be used for future purchases
5.2. Processing Time
Once we receive and inspect the returned product, we will process your refund or replacement:
- Credit card refunds typically take 5-10 business days to appear on your statement
- Store credits are issued immediately upon approval of the return
- Replacements will be shipped within 1-3 business days after return approval
5.3. Return Shipping
If the return is due to our error (wrong item shipped, defective product, etc.), we will cover the cost of return shipping or arrange for pickup. If the return is for any other reason, you may be responsible for the return shipping costs.
6. Canceled Orders
If you cancel an order before it has been shipped, we will issue a full refund to your original payment method. If the order has already been shipped, you will need to follow our standard return procedure after receiving the items.
7. Damaged During Shipping
If your order arrives damaged due to shipping:
- Document the damage with photos before opening the package further
- Contact us within 48 hours of delivery
- Provide your order number and photos of the damaged packaging and products
We will work with our shipping partners to resolve the issue and provide you with a replacement or refund as appropriate.
8. Gift Returns
If you received an item as a gift and wish to return it:
- Contact our customer service with any gift receipt or order information you have
- Without a receipt, we may be able to offer store credit at the current selling price
- Gift returns will be issued as store credit to the recipient, not as a refund to the purchaser
9. Special Orders and Custom Products
Special orders or custom products (such as catering orders or personalized gift sets) are non-refundable unless they are defective or significantly different from what was agreed upon. Please review these orders carefully before confirming your purchase.
10. Quality Guarantee
We stand behind the quality of our products. If you are not completely satisfied with the quality of any product, please contact us within 7 days of purchase. We will work with you to resolve the issue, which may include offering a replacement, store credit, or refund at our discretion.
11. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes.
12. Contact Us
If you have any questions about our Refund Policy, please contact us at:
Estacionesg
35 Doe Walk Place
Singapore 616548
Email: [email protected]
Phone: +38636381716
