Refund Policy

1. Overview

At Costa Vida, we are committed to ensuring customer satisfaction with every order. We understand that occasionally circumstances may arise that require a refund or exchange. This Refund Policy outlines our procedures and commitments to address such situations fairly and efficiently.

This policy applies to all orders placed through our website, mobile app, in-store purchases, catering services, and delivery orders. By placing an order with Costa Vida, you acknowledge and agree to the terms set forth in this Refund Policy.

2. Refund Eligibility

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

Timeframe Requirements

• In-store purchases: Refund requests must be made within 24 hours of purchase
• Online and delivery orders: Refund requests must be submitted within 2 hours of order completion
• Catering orders: Refund requests must be made within 4 hours of scheduled delivery time
• Pre-ordered items: Cancellations must be made at least 2 hours before scheduled pickup or delivery

Product Condition

• Food items that are spoiled, contaminated, or significantly different from what was ordered
• Orders that are missing items or contain incorrect items
• Temperature issues (food delivered cold when it should be hot, or vice versa)
• Quality issues that affect taste, freshness, or safety

Proof of Purchase

Valid proof of purchase is required for all refund requests:

• Original receipt (physical or digital)
• Order confirmation number
• Credit card or payment method used for purchase
• Photos of the items in question (when applicable)

3. Non-Refundable Items

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

Food Items

• Partially consumed meals (unless there is a quality or safety issue)
• Custom or specially prepared items that were made according to customer specifications
• Items that have been outside of temperature control for more than 1 hour
• Food allergies or dietary preferences not communicated at time of order

Services

• Delivery fees (unless the delivery was unsuccessful due to our error)
• Service charges and tips
• Convenience fees for online ordering
• Catering setup or cleanup services that have been completed

Special Circumstances

• Orders affected by customer-provided incorrect delivery information
• Orders that customers were unavailable to receive after multiple delivery attempts
• Orders refused by customer without valid reason after preparation has begun
• Gift cards and promotional credits (unless required by law)

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Customer Service

• Call us at +7 495 531-09-50 during business hours
• Email us at [email protected] with your order details
• Visit the store location where the purchase was made
• Use our online contact form on our website

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of purchase or delivery
• Detailed description of the issue
• Photos of the problematic items (if applicable)
• Contact information for follow-up

Step 3: Review Process

• Our customer service team will review your request within 24 hours
• We may contact you for additional information or clarification
• In some cases, we may arrange for item inspection or replacement
• You will receive a decision notification via email or phone

Step 4: Resolution

• Approved refunds will be processed according to our refund methods
• Alternative solutions may be offered (exchanges, store credit, replacement items)
• You will receive confirmation once the refund has been processed

5. Refund Methods

Original Payment Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: 3-5 business days for processing
• Cash Purchases: Immediate cash refund at store location
• Digital Wallets: 1-3 business days depending on provider
• Gift Cards: Refund issued as new gift card or store credit

Processing Timeframe

• In-store cash refunds: Immediate
• Credit card refunds: 3-5 business days after approval
• Bank transfers: 5-7 business days
• Digital wallet refunds: 1-3 business days

Note: Refund processing times may vary depending on your financial institution. Costa Vida is not responsible for delays caused by third-party payment processors or banks.

6. Exchanges

We offer exchanges as an alternative to refunds when appropriate:

Exchange Policy

• Items can be exchanged for products of equal or lesser value
• If exchanging for higher-value items, you pay the difference
• Exchanges must be made within the same timeframe as refund eligibility
• Original receipt or proof of purchase required

Exchange vs. Refund

• Exchanges are processed immediately when items are available
• Refunds require processing time and may take several days
• Store credit may be offered as an alternative to both exchanges and refunds
• Some situations may only qualify for exchanges, not full refunds

7. Damaged or Defective Items

Immediate Action Required

If you receive damaged or defective items:

• Do not consume the item if it appears unsafe
• Take photos of the damaged items and packaging
• Contact us immediately at +7 495 531-09-50
• Preserve the items for potential inspection if requested

Special Procedures

• Food Safety Issues: Immediate replacement or full refund, no questions asked
• Temperature Problems: Fresh replacement provided at no charge
• Wrong Orders: Correct items delivered plus compensation for inconvenience
• Missing Items: Items delivered immediately or credited to your account

Investigation Process

• We may investigate the root cause of damaged or defective items
• Additional compensation may be provided for significant inconvenience
• Quality control measures are reviewed and improved based on customer feedback
• Follow-up contact to ensure satisfaction with resolution

8. Contact Information

Additional Support Channels

• Online Contact Form: Available 24/7 on our website
• In-Person: Visit any Costa Vida location during operating hours
• Social Media: Message us on Facebook or Instagram for quick responses
• Emergency Issues: For food safety concerns, call immediately regardless of hours

Response Times

• Phone calls: Immediate response during business hours
• Email inquiries: Within 24 hours
• Online form submissions: Within 24 hours
• Social media messages: Within 4 hours during business days
• Emergency food safety issues: Immediate response

Policy Updates: This Refund Policy may be updated periodically. The most current version is always available on our website. Continued use of our services after policy changes constitutes acceptance of the updated terms.

Last Updated: January 2026