At Despaña Brand Foods, we are committed to providing high-quality products and exceptional customer service. Our Refund and Returns Policy ensures transparency and clarity in the event of a return or refund request. We strive to make the process straightforward so that your shopping experience remains positive, even when issues arise.
Credits and Refunds
- Product Returns: All returns require prior approval and must be sent back in their original packaging. Unauthorized returns will not be accepted. To initiate a return, please contact our customer support team for authorization and instructions, including a detailed explanation of the issue. Returns without prior approval will not be processed, and we reserve the right to decline any return that does not meet our criteria.
- Damaged or Incorrect Goods: If you receive damaged, spoiled, or incorrect items, you must notify us within 5-7 business days of receipt. Failure to report within this timeframe will be considered acceptance of the goods as received. To file a claim, please provide photographic evidence along with a detailed description of the issue. Upon approval, we will arrange for a replacement, refund, or store credit, depending on the circumstances. Our goal is to resolve such matters promptly to minimize any inconvenience.
- Processing Time: Once we receive and inspect your returned item, we will notify you of the approval or rejection of the credit or refund. If approved, a credit will be applied to your original payment method. For customers with credit terms (Net 30/Net 15), a credit memo will be issued and reflected on your account for future payments.
- Return Shipping: If a return is due to an incorrect order placed by the customer, the customer is responsible for the return shipping costs. If the return is due to a damaged or incorrect item received, we will provide a prepaid shipping label. We recommend using a trackable shipping service and purchasing shipping insurance for high-value items. Despaña Brand Foods is not responsible for returned items lost or damaged during transit.
Flexible Delivery Options
We provide various delivery options to accommodate your schedule:
- Scheduled Deliveries: Please see our Flexible Delivery Options page.
- Failed Delivery Attempts – If a delivery cannot be completed due to customer unavailability, a $25 re-delivery fee will apply. To avoid additional charges, please ensure someone is available to receive the package on the scheduled date. Alternatively, customers can provide a direct contact number for the driver or a lock code if applicable.
- Minimum Order Requirement – Orders under $200 within the tristate area will incur a $25 fuel surcharge, with a minimum order amount of $100. We recommend consolidating orders to meet the minimum and avoid extra fees. Contact us with any questions regarding delivery charges.
Customer Responsibility
- Contact Information: It is the customer’s responsibility to provide accurate contact details for delivery and communication. Failure to provide correct information may result in delivery issues or delays, and additional charges may apply if rescheduling is necessary.
- Acceptance of Delivery: Please inspect your order upon arrival and report any issues immediately to ensure prompt resolution. By accepting the delivery, you confirm that the items are in good condition. If you notice any problems later, contact us as soon as possible for assistance.
Contact Us
If you have any questions or concerns about our Refund and Returns Policy, please contact us at Orders@DespanaBrandFodds.com. Our support team is available to assist you with any issues related to returns, refunds, or deliveries.
Effective Date: April 2, 2025