Refund Policy

1. Overview

At Costa Vida, we are committed to providing exceptional food and service. We stand behind the quality of our products and want every customer to be completely satisfied with their dining experience.

Last Updated: January 1, 2026

Effective Date: This policy applies to all purchases made on or after January 1, 2026.

2. Eligibility for Refunds

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase for food items, or within 7 days for merchandise
• Proof of Purchase: Original receipt, order confirmation email, or transaction ID required
• Product Condition: Food items must be substantially uneaten or demonstrably defective
• Valid Reason: Quality issues, incorrect order, food safety concerns, or service problems
• Contact Method: Refund requests must be made through official channels (phone, email, or in-person)

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Fully consumed food and beverages (unless quality issue reported before consumption)
• Custom or personalized orders that were prepared according to customer specifications
• Gift cards and promotional certificates
• Delivery fees (unless order was significantly delayed or incorrect)
• Third-party delivery service charges
• Catering orders cancelled less than 48 hours before event
• Items purchased with promotional discounts or coupons (refund limited to amount paid)

Exception: Non-refundable items may be eligible for refund if they pose a food safety risk or contain allergens not disclosed at time of order.

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods and Timeline

Refunds are processed using the following methods and timeframes:

Note: Processing times may vary depending on your financial institution. Contact your bank if you don't see the refund after the specified timeframe.

6. Exchanges Policy

We offer exchanges as an alternative to refunds in the following situations:

• Incorrect Orders: We'll remake your order at no additional charge
• Temperature Issues: Hot food served cold or cold items served warm
• Missing Items: Immediate replacement or credit for missing components
• Quality Concerns: Fresh preparation of the same or similar item
• Merchandise: Size or color exchanges within 7 days with receipt

7. Damaged or Defective Items

Special provisions apply to damaged or defective items:

Food Safety Issues

• Immediate full refund for any food safety concerns
• No proof of consumption required
• Investigation conducted to prevent future issues
• Health department notification if required

Quality Defects

• Undercooked, overcooked, or spoiled food
• Incorrect preparation or missing ingredients
• Contamination or foreign objects
• Packaging damage affecting food quality

Merchandise Defects

• Manufacturing defects covered for 30 days
• Damaged packaging resulting in product damage
• Incorrect items shipped or received
• Missing components or accessories

8. Contact Information

For all refund requests and customer service inquiries, please contact us through any of the following methods:

Documentation Required

When contacting customer service, please have the following information ready:

• Order number or receipt
• Date and time of purchase
• Location where purchase was made
• Description of the issue
• Photos (if applicable)
• Preferred resolution method