1. Objective

This Returns and Refunds Policy establishes the guidelines applicable to requests for return, replacement, and/or refund of food products marketed through our website, within the categories Sweet Snacks, Fitness & Wellness, Spreads, and Baking products, ensuring compliance with applicable sanitary regulations and consumer protection laws in the relevant country.

2. Scope

This policy applies exclusively to purchases made through our official website and is valid for end customers within the territory where shipments are made, in accordance with applicable legislation on e-commerce, food safety, and consumer protection.

3. General Considerations for Food Products

Due to the nature of food products and in accordance with Good Manufacturing Practices (GMP) and Food Safety principles:

• Returns of products that have been opened, tampered with, or partially consumed are not accepted, as they represent a food safety risk.
• Returns of products that have been stored under conditions other than those specified on the label are not accepted, as this may compromise product quality and food safety.
• All return requests are subject to a technical evaluation by the Quality department, in accordance with applicable food safety, traceability, and regulatory compliance criteria.

4. Cases in Which Replacement or Refund APPLIES

A replacement and/or refund may be requested only in the following cases:

4.1 Product damaged during shipping

When the product shows visible damage attributable to transportation (broken packaging, leaks, dents, or evident contamination).

4.2 Incorrect product

When the product received does not correspond to the product ordered in the purchase order.

4.3 Product with a quality or food safety defect

When the product, prior to opening, presents a defect attributable to the manufacturing process, such as abnormal odor, appearance, texture, or consistency; suspected contamination; expired shelf life upon receipt; or compromised safety seals, duly documented.

5. Cases in Which Returns or Refunds Do NOT APPLY

• Opened, used products or products that do not retain their original packaging.
• Products damaged due to improper handling, inadequate storage, or incorrect use by the customer.
• Changes of mind or personal preference once the product has been received.
• Products purchased under promotion, clearance, or discount, unless a verifiable defect is demonstrated.

6. Timeframe to Request a Refund or Replacement

The customer must notify any issue within a maximum period of 2 to 5 calendar days after receipt of the order.

7. Procedure for Requesting a Replacement or Refund

To begin the process, the client is required to send an email providing the following information:

• Order number.
• Product name.
• Lot number and expiration date.
• Clear description of the reason for the return or rejection.
• Photographic evidence of the product and its packaging.

The Quality Department will evaluate the information received in accordance with food safety, traceability, and regulatory compliance criteria and will notify the customer of the corresponding resolution.

8. Resolution and Type of Replacement or Refund

Based on the issued determination, one of the following options may be offered:

• Product replacement at no additional cost: This will be the first option applied, provided the case meets the established requirements.
• Full or partial refund of the amount paid: This option will be evaluated and, if applicable, agreed upon with the customer by the Customer Service and Marketing departments, subject to prior validation by the Quality Department.

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed with the customer.

9. Refund or Replacement Processing Time

If approved, the refund or replacement will be processed within an estimated period of 7 to 15 business days, depending on the payment method, financial institution, and/or the logistics timelines of the courier service.

10. Sanitary Compliance and Food Safety

For food safety reasons and in accordance with FSMA, FDA, and applicable Mexican sanitary regulations, no product that represents a sanitary risk will be returned to inventory. Such products will be managed and disposed of in accordance with internal food safety control procedures.

11. Policy Modifications

The company reserves the right to modify this policy at any time. Any changes will take effect upon publication on the official website.

12. Contact

For any questions or clarifications related to this policy, customers may contact us through the official channels indicated on our website.

13. Applicable Regulatory Framework

• Mexico
  • Federal Consumer Protection Law (PROFECO).
  • NOM-251-SSA1-2009, Hygiene practices for food processing.
• United States
  • Federal Food, Drug, and Cosmetic Act (FD&C Act).
  • Food Safety Modernization Act (FSMA).
  • 21 CFR Part 117 – Current Good Manufacturing Practice, Hazard Analysis, and Risk-Based Preventive Controls for Human Food.