Refund & Returns Policy — Spicy Mamasita

Last updated: 28th September 2025. 

Short version: Because our products are food items, we generally do not accept returns for change of mind. We will, however, replace or refund items that arrive damaged, defective, or if you receive the wrong item — contact us right away at hello@spicymamasita.com.

Full policy

Returns window

You have 30 days from the date you received your order to request a return or refund for eligible issues (damaged/defective/wrong item). To start a return or claim, email hello@spicymamasita.com with your order number, a brief description of the issue, and photos (see “Damages & issues” below).

Hygiene & food safety — important

Because we sell consumable food products, we cannot accept returns for opened or used bottles for health and safety reasons. This includes bottles that have been unsealed, opened, or altered in any way. Returns for change of mind are not accepted.

Eligible for return/refund/replacement:

• Unopened, sealed product that is received damaged or defective (subject to inspection).

• Wrong item shipped (we will replace or refund once confirmed).

Damages, defects & wrong items

Please inspect your order on delivery. If your item is defective, damaged in transit, or you received the wrong item, contact us within 7 days of delivery at hello@spicymamasita.com. Include:

• Order number (or name & date of order)

• Photos of the damaged/defective item and the packaging (including shipping label if relevant)

• A short description of the problem

Once we receive your email and photos we will evaluate the issue and respond within 48 business hours with a proposed resolution (replacement, refund, or other).

If your return is accepted, we will provide a pre-paid return shipping label and instructions on how and where to send the package.

Items sent back without prior authorisation will not be accepted.

Exchanges

If you want a different product because the one you ordered was damaged or incorrect, we will normally send a replacement once your claim is approved. If you want a different flavour/size for a non-defect reason, please note we do not accept change-of-mind exchanges for food products.

Refunds

If we approve a refund, it will be issued to the original payment method. Refunds are typically processed within 10 business days after we receive and inspect the returned item. It may take additional time for your bank or card issuer to post the refund to your account.

If more than 15 business days have passed since approval and you haven’t received your refund, contact us at hello@spicymamasita.com.

Who pays return shipping?

• If the return is due to our error (damaged/defective/wrong item), we will cover return shipping costs and supply a pre-paid label.

• For any other situation we accept (rare, e.g., unopened item accepted by exception), the customer may be responsible for return shipping unless otherwise agreed.

International orders & duties

International customers are responsible for import duties, taxes, and customs clearance fees. We are not responsible for delays or costs caused by customs. Refunds do not include import duties or taxes that may be charged by the destination country.

Lost or undelivered packages

If your tracking shows delivered but you did not receive your order, first check with people at your delivery address and with the carrier. If you still can’t find the parcel, contact us at hello@spicymamasita.com and we will assist and open an investigation with the carrier.

Non-returnable items

• Opened or used bottles (food safety)

• Perishable goods after they have been opened

• Sale items and gift cards (unless defective)

Contact

Questions about returns or refunds? Email: hello@spicymamasita.com. Include your order number for fastest service.

Legal note: Spicy Mamasitas is not liable for delays or losses due to carrier issues, customs, or events outside our control. We will, however, assist with claims and do our best to resolve issues quickly.