Refund policy

Effective date: September 2, 2025

We want you to love everything you try from the Andes. If something isn’t right, we’ll work with you to make it right—quickly and fairly.

1) Cancellations

You may cancel an order any time before it ships. If your order has already shipped, please see the return instructions below.

2) What’s eligible to return—and when

A. Food & Beverages (shelf-stable snacks, pantry items)

  • Inspection window: Please inspect food items within 72 hours of delivery and notify us of damaged, defective, missing, or incorrect items within that time.
  • If we made an error or the item arrived damaged/defective: We’ll replace or refund at no cost to you (photos help us resolve faster).
  • Change of mind: For safety reasons, opened food cannot be returned. Unopened food in original, sellable condition may be returnable, but must be requested within 72 hours of delivery; return shipping is at your expense.
  • Taste preferences vs. quality issues: We can’t refund based on personal taste preferences. We’re happy to help you discover flavors you’ll love—reach out for recommendations.

B. Non-Food & Personal Care (e.g., skincare, accessories)

  • 30-day return window from delivery for unused, unopened items in original packaging.
  • If an item is defective or damaged, we’ll replace or refund at no cost (photos required).
  • For opened personal-care items, we can’t accept returns unless there’s a quality defect or safety concern.

C. Bundles & sets

  • Must be returned complete and unopened. Partial returns aren’t accepted unless a specific item in the bundle is defective; in that case we’ll replace the defective component.
Note: Final Sale/Clearance items, gift cards, and samples are non-returnable.

3) Start a return (RMA)

  1. Email hello@pureandes.com within the applicable window and include:
    • Order number
    • Brief description of the issue
    • Required proof for claims: clear photos of the product, inner packaging, and shipping box + carrier label, plus the lot number and best-by date (if shown)
  2. We’ll reply with a Return Merchandise Authorization (RMA) and instructions.
  3. Ship the item(s) back using the provided instructions. Unless the return is due to our error, you’re responsible for return shipping.

4) Refunds & timing

  • Refunds are issued to the original payment method after your return is delivered and inspected.
  • Most refunds process within 5–10 business days after we receive the return; your bank may take additional time to post funds.
  • Original shipping charges are non-refundable (unless we made an error).

5) Replacements & missing items

  • If something is missing or we sent the wrong item, we’ll reship the correct item at no cost once we verify details.
  • If the product is defective or damaged, we’ll replace it promptly after review of your photos.

6) Delivered but not received

If tracking shows Delivered but you can’t locate the package:

  • First check with neighbors, building management, and any alternate delivery areas.
  • We’re not responsible for theft or loss after carrier delivery, but we’ll assist with a carrier claim.
  • At our discretion, we may extend a one-time courtesy credit for such incidents.

7) Incorrect/undeliverable address & reship fees

  • Orders returned due to incorrect or undeliverable addresses can be reshipped; additional shipping costs apply.
  • Original shipping charges are non-refundable.
  • Please verify your shipping address carefully at checkout.

8) First-time satisfaction credit

Trying a product for the first time and it’s not a match?

  • We offer a one-time per household satisfaction credit: up to $50 in PureAndes store credit on your first purchase of a given product.
  • Contact us within 7 days of delivery with your order number and feedback.
  • Excludes clearance items, bundles/sets, and bulk/wholesale orders. Store credit only; shipping charges aren’t credited.

9) Gifts

If the item was marked as a gift and shipped directly to the recipient, eligible returns may be refunded as store credit to the recipient.

10) Marketplace purchases

Orders placed through Amazon, or other marketplaces must follow that marketplace’s return process and policies.

12) Important notes

  • For safety, returned food items are never resold.
  • Please keep all packaging until your claim is resolved; carriers often require photos of packaging for damage claims.
  • We reserve the right to refuse returns that don’t meet this policy or show signs of use not consistent with a brief inspection.

13) Need help?

Questions or not sure which category your item falls into? Email us at hello@pureandes.com and we’ll guide you.