At El Toma Más, we aim to provide fast, accurate, and reliable service across our local branches. Because many of our products are perishable or regulated, our refund policy is designed to balance fairness with safety and legal compliance.
Please read the following carefully.
1) General Policy
All sales are considered final once the order has been delivered or picked up. However, we will issue refunds, replacements, or store credit in specific situations outlined below.
2) Eligible Refund Situations
You may qualify for a refund or replacement if:
- You received the wrong item
- An item is missing from your order
- A product arrives damaged
- A sealed product is defective
- Your order was canceled by El Toma Más after payment
To be eligible:
- You must report the issue within 24 hours of delivery or pickup
- You may be asked to provide a photo of the item and packaging
- The product must remain unused (when applicable)
3) Non-Refundable Situations
We cannot issue refunds for:
- Incorrect address provided by the customer
- Failed delivery due to absence of a 21+ recipient for alcohol orders
- Minor packaging cosmetic issues that do not affect product quality
- Change of mind after delivery or pickup
- Products that have been opened (unless defective)
4) Alcohol Purchases
Due to state regulations:
- Alcohol cannot be returned once delivered
- Valid government-issued ID is required upon delivery
- If no eligible adult is present, the order may be canceled and a restocking or redelivery fee may apply
5) Order Cancellations
Before preparation:
Orders may be canceled for a full refund if cancellation is requested before preparation begins.
After preparation but before delivery:
A partial refund may apply depending on product handling and preparation status.
After dispatch:
Delivery fees are non-refundable once the order is out for delivery.
6) Delivery Issues
If there is a problem caused by us (wrong item, driver error, missing item), we will:
- Replace the item at no extra charge
or - Issue a refund to the original payment method
Refunds typically process within 5–10 business days depending on your bank.
7) Refund Method
Refunds are issued to the original payment method used at checkout.
We do not provide cash refunds for card transactions.
8) Fraud Prevention
We reserve the right to deny refunds if:
- There is evidence of repeated abuse of the refund policy
- Claims cannot be verified
- The issue is inconsistent with delivery confirmation records
9) How to Request a Refund
To request assistance, please contact us through Instagram:
El Toma Más Instagram
Include:
- Order number
- Description of the issue
- Photos (if applicable)
Our team will review and respond as quickly as possible.
10) Policy Updates
We may update this Refund Policy at any time. Updates will be reflected on this page with the revised effective date.
Effective date: May 2026