Refund & Returns Policy
Thirty days to return an unopened product. Here is how it works, what happens if your order arrived damaged, and why food has a different rule.
The short version
If you are in a hurry, this is it:
- You have 30 days from delivery to request a return.
- The product must be unopened, with its seal intact and in its original packaging.
- Return shipping is paid by the buyer, unless the mistake was ours.
- Refunds are issued to the same payment method you used.
Why food follows a different rule
We sell food and food supplements. Once a jar is opened there is no way to guarantee how it was stored, at what temperature it was kept, or whether its contents were handled — and that product can never be sold or given to anyone again. This is not red tape around returns: it is food safety, and it is why no serious shop takes opened food back.
So the line is the seal. If the jar is still closed, the return is straightforward. If it was opened, we only accept it when the problem is ours: wrong product, damaged, expired, or the seal broken on arrival.
What can be returned
Within 30 days and with proof of purchase:
- Any sealed, unopened product in its original packaging.
- A product that arrived damaged, broken or with a tampered seal.
- An expired product, or one with too short a shelf life on delivery.
- A product different from the one you ordered, or an incomplete order.
What cannot be returned
- Opened or unsealed food and supplements, except in the cases above.
- Products without their original packaging or without proof of purchase.
- Orders more than 30 days after delivery.
- Products spoiled by use or storage outside our control.
If the order arrived wrong, it is on us
If your product arrived damaged, expired, wrong or incomplete, write to us as soon as you notice and send a photo of the product and its packaging. In those cases we cover return shipping and you choose between a replacement or a refund. There is nothing to argue: the photo is enough.
Step by step
- 1. Email [email protected] with your order number and what you want to return. If it arrived damaged, attach a photo.
- 2. We confirm the return and tell you how to ship it. Do not send the parcel before writing to us: without notice we cannot tell whose it is or match it to your order.
- 3. You ship it to Calle Galicia 174-178, Higuereta, Surco, Lima, Peru — or we arrange pickup if the mistake was ours.
- 4. We inspect it on arrival and email you once the return is approved.
How and when the money comes back
Once approved, the refund is issued to the same payment method you used. How long it takes to appear in your account is not set by us: it is set by the payment processor — Mercado Pago, Yape or your bank, depending on how you paid. We issue it as soon as it is approved; from there the timing is theirs.
If after a few days you still do not see it, check with your bank or the app you paid with first, and if it is still missing write to us and we will trace it with you.
FAQ
Can I return it if I opened it and did not like the taste?
What if it did not agree with me?
Can I exchange it for another product instead of a refund?
What does it cost me to return it?
Do I need the receipt?
Your rights as a consumer
This policy describes how we work and does not limit any right granted to you by Peru's Consumer Protection and Defence Code (Law 29571). If you feel something was not handled properly, write to [email protected] first: almost everything is settled in one email.
Amazon Andes Export S.A.C. · RUC 20548920478 · Calle Galicia 174-178, Higuereta, Surco, Lima, Peru.
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