RETURN AND REFUND POLICY
Effective Date: November 3, 2026
At Golden Empadas Co., we are committed to providing high-quality frozen Brazilian food products. Because our products are perishable and require proper temperature-controlled handling, we follow this Return and Refund Policy to protect food safety and ensure fair resolution of customer concerns.
1. No Returns for Change of Mind
Due to the perishable and frozen nature of our products, we do not accept physical returns of food products after delivery.
We do not offer refunds or replacements for:
Change of mind.
Personal preference or taste.
Incorrect product selection by the customer.
Failure to follow product storage or handling instructions after delivery.
This policy does not limit any consumer rights that cannot legally be excluded under applicable law.
2. When a Replacement or Refund May Be Available
A replacement or refund may be considered when an order has a verified issue attributable to fulfillment, product condition before delivery, or transportation.
Eligible situations may include:
Damaged Products: Products arrive physically damaged or packaging is compromised in a way that affects product safety or quality.
Incorrect Items: You receive products different from those listed in your confirmed order.
Thawed or Compromised Products: Products arrive thawed, spoiled, or otherwise compromised due to a transportation or delivery issue.
Defective Products: A product has a verified quality or safety issue that existed before delivery.
Each request will be reviewed individually based on the circumstances and supporting information.
3. Situations That May Not Qualify
A replacement or refund may not be available when the issue results from circumstances outside our responsibility, including:
Delayed retrieval of a delivered package.
Failure to bring products indoors or place them in appropriate frozen storage promptly after delivery.
Improper handling or storage after delivery.
Failure to follow the product's storage and preparation instructions.
Damage caused by the customer after receiving the order.
Personal preference, taste, or change of mind.
This section does not apply where applicable law requires a different remedy.
4. Reporting an Issue
Customers must contact Golden Empadas Co. within 48 hours of delivery to report a problem.
To help us investigate your request, please provide:
Your order number.
Your full name and contact information.
A clear description of the issue.
Clear photographs of the affected products and packaging.
Any additional information reasonably requested to evaluate the claim.
Reports submitted after the 48-hour period may be more difficult to investigate and will be reviewed based on the available information and applicable consumer protection laws.
Please retain the affected products and packaging until our team has reviewed your request and provided instructions, if applicable.
5. How to Request a Review
To request a replacement or refund review, email:
Please include your order number, a description of the issue, and supporting photographs.
Our customer care team will review your request and aim to respond within 3 business days.
We may request additional information when necessary to evaluate the claim.
6. Approved Refunds and Replacements
If a request is approved, Golden Empadas Co. may provide an appropriate resolution based on the nature of the issue and applicable law.
Possible resolutions include:
Replacement of the affected product.
Refund of the applicable amount.
Another appropriate resolution agreed upon with the customer.
Approved refunds will generally be issued to the original payment method. The time required for the refund to appear in the customer's account may depend on the payment provider or financial institution.
Because of food safety requirements, customers should not ship or physically return frozen food products unless specifically instructed by Golden Empadas Co. and permitted by applicable law.
7. Important Consumer Rights
Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies available to consumers under applicable federal or state laws, including Massachusetts consumer protection laws.
Where applicable law provides a right to a refund, replacement, or other remedy, those legal rights will prevail over any conflicting provision in this policy.
8. Contact Information
For questions or assistance regarding this policy, please contact:
Golden Empadas
Email: info@goldenempadas.com
Phone: +1 781-628-8276
Website: https://www.goldenempadas.com