Return & refund policy

Santanas Latin Foods – Refund & Perishable Goods Policy

This Refund Policy applies to purchases made from Santanas Latin Foods, operated by Santanas latin foods LLC. Because our products are frozen and perishable, special refund conditions apply. By placing an order through our website, you acknowledge and agree to the terms outlined below.

Perishable Product Policy

Due to the perishable nature of our products, all food sales are generally final. 
We cannot accept physical returns of food products once they have shipped.
If a product arrives damaged, incorrect, or unsafe to consume, please contact us within 24 hours of delivery.

Reporting an Issue

To report a problem, email Support@santanaslatinfoods.com  within 24 hours of delivery. 
Please include your order number and photos of the shipping label, outer box, internal packaging, and product. This helps our team review the issue quickly and determine the appropriate resolution.

Eligible Resolutions

If a product arrives significantly damaged, spoiled, or incorrect, we may offer a replacement or refund. Refunds or replacements are issued at our discretion after reviewing the shipment information.

Situations Not Covered

We are generally unable to offer refunds if the shipping address provided was incorrect. 
We are not responsible for packages left outside after delivery. 
We cannot issue refunds if the recipient was unavailable to receive the delivery. 
We cannot guarantee refunds for shipping carrier delays beyond our control.

Handling Upon Delivery

Frozen items should be placed in the freezer immediately upon delivery. 
If products arrive cool but partially thawed, they are typically safe to refreeze. 
If items arrive warm or appear compromised, contact us immediately.

Order Cancellation Policy

At Santanas Latin Foods, every order is carefully planned and reserved specifically for you. Because our products are produced in small batches, require production scheduling, inventory allocation, and incur non-refundable payment processing fees, we maintain the following cancellation policy.

Orders may be canceled for a full refund within 6 hours of purchase. After the 6-hour cancellation window has expired, production planning and inventory allocation begin. For this reason, all sales are final, and orders cannot be canceled, modified, refunded, or credited. We encourage customers to carefully review their order before completing checkout, including product selections, quantities, shipping or pickup information, and billing details.

If you have any questions before placing your order, we're always happy to help.

Contact Information
• For questions about refunds or order issues, please contact:
• Email: Support@santanaslatinfoods.com