Returns and Refund Policy

Last updated: April 13th, 2026

At Soma Sahumae, we are committed to providing high-quality products and a smooth customer experience. Please review this policy carefully before making a purchase.

Agreement to Terms
By placing an order, you agree to be bound by the terms outlined in this Shipping, Returns & Refunds Policy. It is the customer’s responsibility to review this policy prior to purchase.

Shipping Information

Processing Time
Orders are processed within 1–3 business days (excluding weekends and holidays).

Domestic Shipping (U.S.)
Orders typically arrive within 3–7 business days after shipment.

International Shipping
Orders typically arrive within 7 business days to 3–4 weeks, depending on destination and customs processing times.

Shipping Delays
Delivery times are estimates and not guaranteed. Delays may occur due to carriers, customs, weather, or other factors outside of our control.

Tracking
Once your order has shipped, a tracking number will be provided via email.

Customs, Duties & Taxes
Customers are responsible for all import duties, taxes, and customs fees imposed by their country. These charges are not included in the purchase price or shipping cost.

Address Accuracy
Customers are responsible for providing accurate shipping information. We are not responsible for orders delivered to incorrectly provided addresses.

Lost or Stolen Packages
If a package is marked as delivered but cannot be located, Soma Sahumae is not responsible for lost or stolen packages. Customers must contact the carrier directly to file a claim.

Returns & Eligibility

Eligibility Requirements

Items must be returned within 7 days of confirmed delivery (based on carrier tracking).
Items must be unused, unopened, in original packaging, and in the same condition as received.
A valid order number or proof of purchase is required.
All food products are final sale and non-returnable under any circumstances. All other items such as opened, used, sale/clearance, or custom-made products are also non-returnable.

Return Authorization
All returns must be approved before being sent back. Unauthorized returns may be refused or ineligible for a refund. Customers must contact us within the 7-day window to request approval.

Refunds & Processing

Inspection & Approval
Returned items will be inspected before approval or rejection of refund.

Processing Time
Approved refunds are processed within 7–10 business days and issued to the original payment method.

Shipping Costs
Original shipping fees are non-refundable under all circumstances. Return shipping is the responsibility of the customer unless the item is defective, damaged, or incorrect.

Exchanges

Damaged, defective, or incorrect items must be reported within 7 days of delivery. Photo evidence may be required. Exchanges are subject to availability. If unavailable, a refund will be issued.

Return Shipping Responsibility

Customers are responsible for all return shipping costs.

Exceptions apply only if the item received is defective, damaged, or incorrect. In such cases, Soma Sahumae will provide a prepaid return label or cover return shipping costs.

We recommend using a trackable shipping service, as we are not responsible for lost or undelivered return shipments.

Returns & Refund Request Process

Email sales@palosantofromecuador.com
with your order number, issue description, and photos (if applicable).
Once approved, return instructions and the return address will be provided.

Refund Delays & Missing Refunds

If a refund has not been received within the stated timeframe, first check with your bank or payment provider, as processing times may vary. If the issue persists, contact us at sales@palosantofromecuador.com
.

Chargebacks & Payment Disputes

Customers agree to contact Soma Sahumae first to resolve any issue before initiating a chargeback. Unresolved chargebacks may result in delayed resolution and potential restrictions on future orders.

Contact Information

For questions regarding this policy:
Email: sales@palosantofromecuador.com

We value your trust in Soma Sahumae and aim to provide a smooth and transparent shopping experience.