Refund policy

Last updated: October 10, 2026

Final sale for food

Our customized food products cannot be resold or safely restocked after delivery. We do not accept returns or exchanges for a change of mind, taste or spice preference, or an incorrect choice made by the customer. Review every cup’s flavors, gummy selections, chamoy, heat, quantity, and delivery address before paying. This final-sale rule does not exclude the order problems and legal rights described below.

Damaged, missing, incorrect, or unsafe items

Email emmalicious@theemmaalvarez.com with your order number and a description as soon as possible, preferably within 48 hours of delivery. When practical, include photos of the product, cup/lid, outer box, and shipping label. The 48-hour request helps our investigation; it is not a cutoff for rights you have under law. Opening a package to discover a problem does not automatically disqualify a legitimate claim. Do not eat food that appears spoiled, tampered with, or unsafe. Keep packaging when safe, but do not keep unsafe food just to support a claim.

Heat and handmade variation

Warm weather can soften gummies, cause them to stick together, and change chamoy consistency. Handmade cocadas can vary reasonably in color, shape, and texture. These variations do not automatically mean a product is defective, but substantial melting, leakage, excessive burning, contamination, or other quality concerns will be reviewed on their facts. A heat notice is not a blanket waiver of responsibility. See our food care and allergen guide.

How we resolve a problem

We review the affected item and available information and will provide an appropriate remedy, such as a replacement or refund, including any remedy required by law. An issue affecting one cup does not automatically require a refund of unaffected cups; if the issue affects the whole order, we will review the whole order. Store credit or a discount will not replace a refund you are legally entitled to without your agreement. Do not mail food back without written instructions. If we require a return because of our error or a confirmed defect, we will provide a prepaid label or reimburse reasonable, pre-approved return postage.

Changes and cancellations

Contact emmalicious@theemmaalvarez.com promptly. We can generally change or cancel an order only before preparation begins and will confirm what is possible. If we cannot ship on time, we will notify you and offer delay consent or cancellation and a prompt refund as required by law. Preparation having started does not override these delay rights. If we cancel or cannot fulfill an order, we refund the unfulfilled items and applicable taxes and shipping charges.

Refund method and your rights

Approved refunds go to the original payment method, including the original gift card where applicable. We will confirm the amount; your payment provider controls when it appears. Refunds for affected items include applicable tax and shipping amounts as appropriate or required by law. Nothing here restricts non-waivable consumer rights or legitimate payment disputes.