Question 1

Return Policy – Online Purchases

Accepted Answer

El-Ma-Mia Returns and Exchange Policy
At El-Ma-Mia , product quality and customer satisfaction are top priorities. Due to the food nature of our products, specific conditions apply.

1. Timeframe to Submit a Request
You have 14 days from the date of receipt of your order to submit a return or exchange request. After this period, no returns will be accepted, except in the case of a defective product or order errors.

2. Products Eligible for Return
A product may be eligible for return if all the following conditions are met:
 • The product is unopened
 • The product is unused
 • The product is in its original, intact packaging
 • A Proof of purchase is provided (order number)
3. Non-Eligible Products
For food safety and hygiene reasons, we cannot accept returns for:
 • Opened food products
 • Altered, damaged or used products
 • Final sale or promotional items (when indicated at the time of purchase)
4. Damaged, Defective, or Incorrect Products
If you receive a product that is:
 • Damaged during shipping
 • Defective
 • Different from the item ordered
Please contact us within 7 days of receipt with:
 • Your order number
 • Clear photos of the product and its packaging
After review, we will offer the following, depending on the situation:
✔ A replacement ✔ Store credit ✔ A refund
All costs related to these situations will be covered by El-Ma-Mia.

5. Standard Returns (excluding damaged, defective, or incorrect products)
If a return is approved:
 • Return shipping costs are the responsability of the customer.
 • The product must be shipped in its original condition
 • Prior authorization is required before sending any return
6. Refunds
Once the product has been received and inspected:
 • Refunds will be issued using the original payment method.
 • Processing time: 3 to 7 business days
 • Original shipping fees are non-refundable, except in the event of an error on our part or a defective product.
 • Return shipping fees are non-refundable and remain the customer's responsibility.
7. Online Orders Only
This policy applies exclusively to purchases made through our official online store.

8. How to Submit a Request
To initiate a return or report an issue, please contact us at:: info@elmamia.com
Please include:
 • Order number
 • Description of the issue
 • Photos of the product, if applicable
Our team will respond within 48 business hours.

9. Right of Refusal
El-Ma-Mia reserves the right to refuse any return that does not comply with the conditions outlined in this policy, including products that are opened, used, altered, or returned outside the allowed timeframe.

Thank you for trusting El-Ma-Mia 🌿 
We are always committed to ensuring your satisfaction.

Question 2

Non-returnable products

Accepted Answer

Due to the perishable nature of our food products, all sales are final. No returns or refunds are accepted, except in the following cases:
 • The product was received damaged or does not match the order
 • An error occurred during shipping on our part

Question 3

Damaged products or order error

Accepted Answer

If you receive a product:
 • Damaged during transport
 • Defective
 • Different from the one ordered
Please contact us within 7 days of receipt with:
 • Your order number
 • One or more clear photos of the product and packaging
After validation, we will offer the following, depending on the case:
✔ A replacement ✔ Store credit ✔ A refund
The costs associated with these situations are borne by El-Ma-Mia .

Question 4

No returns without prior authorization

Accepted Answer

No returns will be accepted without prior authorization from our customer service team. Any package returned without authorization will be refused and will not be eligible for a refund.

Question 5

Delivery and fees

Accepted Answer

Shipping fees are non-refundable, except in the event of an error on our part. If a replacement is approved, we will cover the return shipping costs.

Question 6

Delivery to the United States

Accepted Answer

Due to current customs regulations and trade policies in the United States, our deliveries are currently limited to Canada. Thank you for your understanding.

What you eat matters