Refund Policy

We stand behind every product we sell. Please read this policy carefully — it explains exactly when we refund and when we cannot.

All Sales Are Final

Because we sell food products, we do not accept returns. Once a package leaves our facility, we have no way to verify how it was stored or handled, and we will not resell food that has left our control. This is a food-safety practice, and it protects every customer we ship to.

When We Will Make It Right

If the problem is on our side, we fix it — no returns required.

• Quality defect. If the product is spoiled, is not what we described, or does not meet our quality standards, we will issue a full refund or send a replacement — your choice.
• Wrong item. If we sent the wrong product, we will issue a full refund or send the correct product — your choice. You do not need to return the item you received.
• Damaged in transit. If your package or product arrives damaged, contact us within 48 hours of delivery with photos. We will replace the item or refund you.
• Original shipping on packages returned to us because the address was wrong, incomplete or undeliverable

How to Report a Problem

Email info@almapura.us within 48 hours of delivery and include:

• Your order number
• Photos of the product
• Photos of the shipping box and the shipping label (for transit damage)

We respond within 1 business day. The photos let us resolve it immediately, without sending anything back.

Freight Forwarders & Package Forwarding Services

We ship to addresses within the United States only. Some customers have their order delivered to a U.S. freight forwarder, mailbox service or package-forwarding company, which then reships the order to another country — for example to Mexico, Costa Rica, Jamaica or elsewhere.

You are welcome to do this. However, our responsibility ends when the carrier marks the package delivered to the U.S. address you gave us at checkout.

Once a package is reshipped outside the United States, we have no way to verify how it was handled, repacked, stored, or cleared through customs, and we have no carrier claim available to us. For that reason we cannot accept claims and cannot issue refunds or replacements for damage, loss, spoilage, shortage, seizure or customs delay on any order forwarded outside the United States.

If you plan to forward your order, inspect it at the U.S. address before it ships onward. Any problem must be reported to us within 48 hours of the U.S. delivery date, with photos, exactly as described above. We will gladly make it right at that stage.

Please also note that importing food products is regulated in most countries. It is your responsibility to know what your destination country allows.

Certificates & Export Documentation

We do not provide phytosanitary certificates, Certificates of Analysis (COA), certificates of origin, or any other regulatory or export documentation with our orders. Our products are sold for retail use within the United States and ship without accompanying documentation.

This applies to any quantity, including samples. Destination countries require import documentation regardless of how small the shipment is. There is no minimum below which a phytosanitary certificate or COA stops being required — a 4 oz sample crossing a border is treated the same as a full case. If your country requires documentation, it requires it for your sample too.

If you need a COA, a phytosanitary certificate, or any other document, request it before you place your order by emailing Sales@almapura.us. These documents must be obtained from our suppliers or from a certifying laboratory. They carry an additional cost, they take time to produce, and availability is not guaranteed for every product or lot. We cannot issue them after an order has shipped.

Orders that are seized, delayed, refused or destroyed by customs or by any authority for lack of documentation, permits or import eligibility are not eligible for refund or replacement.

What We Cannot Refund

Where there is no defect on our side, we are unable to refund:

• Change of mind after delivery
• Ordering the wrong size or the wrong product
• Not liking the flavor, aroma or heat level
• Opened product with no defect
• Orders forwarded outside the United States, as described above
• Orders held, seized or refused by customs for lack of permits or documentation
• Gift cards
• Clearance or final-sale items

Our product pages list variety, size, origin and flavour for exactly this reason — so you know what you are buying before you order. If you are unsure which product or size you need, email us at info@almapura.us before you buy and we will help you choose.

Returned Packages & Wrong Addresses

If a package comes back to us because the shipping address you entered was wrong, incomplete or undeliverable, shipping will be charged again to send it out a second time. The original shipping is not refundable — the carrier already attempted the delivery and that cost is not returned to us. We will contact you with the new shipping cost before we resend.

Please check your address carefully at checkout. If you catch a mistake before the order ships, email info@almapura.us and we will fix it at no cost.

If you would rather not have it reshipped, we will refund the price of the product. Shipping is deducted and is not refunded — that cost was already spent on the delivery attempt and the carrier does not return it to us. Note that we absorb the product itself in this case: because it is food and it has left our control, we cannot resell it.

How Refunds Are Issued

Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or credit card provider. We will email you as soon as the refund is processed.

Questions

Email info@almapura.us or call (956) 212-1300, Monday – Friday, 9:00 AM – 5:00 PM Central Time.