Refund & Return Policy

(Pick-up / Delivery / Shippable)

Please contact us if you have any questions regarding the Return & Refund Policy by phone at 202-430-5960, or by email at yadira@esenciaspanamenas.com.

The preparation of your order will begin immediately after your order has been confirmed online. Cancellations and refunds must take place the same day of the order. Refunds will exclude the credit card processing fees. No cancellations or refunds will be processed otherwise. Please make sure to have the web confirmation number. We cannot look up orders via credit card number.

Food Order Errors

If we made an error and the item(s) you received is different from your ordered (proved with your order receipt), we sincerely apologize. Please call or email us immediately once you notice that there was an error with your order. You may come to pick-up the correct food items. If the item(s) were picked up or delivered, you will be required to return the incorrect item(s) in the original packaging in order to complete the exchange. If the item(s) were shipped, you will not be required to ship the item(s) back. However, you are required to email us pictures of the incorrect item(s), as well as pictures of the shipping box that it came in. We will ship the correct item(s) at no additional charge to you.

If you made an error while placing the order, a replacement can be made, as long as you contact us immediately after submitting the order and the item(s) have not yet been worked on. But there will be an additional charge. We are not liable for any mistakes you make while placing the order online, and no refund will be issued.

Food Order Incomplete

On the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call us immediately if you notice food items are not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to your original payment method.

Food Order Dissatisfaction

We prepare our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Refund or food replacement is only available if the food order is wrong, omitted, or failing to meet expectations. Refunds are not typically provided for food that a customer simply does not like. All food dissatisfaction issues are circumstantial, and the action taken is based on our discretion.

Pick-up/Delivery/Shippable Order

We strive to prepare and package our pickup/delivery/shippable item(s) to preserve the high quality of the food. Keep in mind all item(s) are prepared as soon as the order is confirmed. Therefore, the temperature and consistency of some item(s) may vary slightly after being packaged. We will not be held responsible to replace or refund your order if the temperature of your food is not to your liking.

If your order is to be delivered and we are unable to find or reach you upon arrival at the delivery address, the item(s) will be returned to us and the order will not be refunded. We always text the customer when we are on our way and text again upon arrival. If you call us to get the food redelivered, there will be an additional delivery charge, to deliver a second time and the same food will be brought back to you. If you want new food to be made, you will need to place a new order and it will be delivered along with the first order. We will not issue a refund for the first order.

If your order is to be shipped, we will prepare the item(s) as soon as the order is confirmed and freeze for at least 24 hours. Items will be vacuum sealed and iced pack. We will ship your item(s) via FedEx either 2-day Express or overnight, based on your shipping selection. If the shipping days cross over a non-business day or holiday, we will hold the item(s) and ship the next business day.

If there is item(s) missing or damaged, please contact us immediately.

Cancel Order

Sorry, we cannot cancel or refund your order if you change your mind or mistakenly order an item(s) after the order is prepared.

Advanced orders, such as catered orders, can be cancelled prior to the existing scheduled date and time, but the order must adhere to the Catering Cancelation Policy. Please call or email us immediately if you are considering cancelling your order.

Please Note The Following As It Applies To All Order Types

If 25% or more of the food has been consumed or removed, we cannot issue any discount, refund or credit. If the food has been discarded, repackaged or tampered with and we cannot verify its origin or issue, we cannot provide any discount, refund or credit. All item(s) must be returned immediately, if picked-up or delivered, with more than 75% of the item(s) present, in the original packaging, and without signs of tampering.