Refunds & Returns

Last updated: [DATE — fill in on publish]

Note (remove before launch): this policy describes the intended process. Before launch, confirm there is an actual working admin "refund order" action wired to Stripe — do not publish promises the platform cannot yet keep.

1. Before your order ships

If you contact us before your order has shipped, we will cancel it and issue a full refund to your original payment method.

2. Food products and hygiene

Because most of our products are food items, once your order has shipped we generally cannot accept a return of an opened product for hygiene reasons, in line with standard distance-selling exceptions for sealed goods that are not suitable for return once unsealed. This does not affect your rights below for damaged, faulty, or incorrect items.

3. Damaged, faulty, or incorrect items

If your order arrives damaged, is missing items, or does not match what you ordered, contact us within 14 days of delivery at venta@micasacol.com with your order number and a photo of the issue. We will offer a replacement or a refund for the affected item(s), including shipping where relevant.

4. Lost or undelivered parcels

International shipments can occasionally be delayed or held in customs. If your order has not arrived within [X — e.g. 21] days of the estimated delivery window, contact us and we will investigate with the carrier, and offer a refund or reshipment if the parcel is confirmed lost.

5. Customs duties and refused/seized parcels

Import duties and VAT charged by your country's customs authority are not refundable by Mi Casa. If a parcel is refused entry or seized by customs due to import restrictions on its contents (for example, restrictions on certain animal-origin food ingredients), we will work with you in good faith on a resolution, which may include a partial refund, but cannot guarantee a full refund in every case, since the underlying customs action is outside our control.

6. How refunds are paid

Approved refunds are issued to your original payment method via Stripe, normally within 5–10 business days of approval.

7. Marketplace sellers

For products sold by an independent seller on our marketplace, Mi Casa handles the refund process on the seller's behalf as part of using our platform.

8. Contact

For any order issue: venta@micasacol.com. Please include your order number so we can help as quickly as possible.