At The Hallaca Factory, we take great pride in the quality, freshness, and authenticity of our handmade Venezuelan products. Every order is carefully prepared and packaged to ensure it reaches you in the best possible condition. Because our products are perishable and made-to-order, all sales are final. This policy is clearly stated at checkout and agreed upon at the time of purchase.
However, we understand that misunderstandings or unexpected situations may arise. In the rare case that there is a verifiable issue with your order (e.g., damaged, incorrect, or missing items), we kindly ask that you notify us ASAP with photos and a description of the issue. We will gladly assess the situation and, if appropriate, offer a replacement at no additional cost.
Please note the following:
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Labeling Information: Some of our packaging includes dates related to the manufacturing or batch information of the label itself, not the shelf life of the product. We encourage all customers to reach out with questions before discarding any items based on label misinterpretation.
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Customer-Initiated Disposals: We cannot offer refunds or replacements for products that are discarded based on a misreading of packaging or assumptions about freshness without contacting us for clarification.
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Replacement Offers: In cases where a misunderstanding has occurred, we may, at our discretion, offer a one-time replacement as a gesture of goodwill. If such an offer is declined or unacknowledged, the matter will be considered closed.
We are committed to providing the best possible customer experience and will always do our best to support you. Thank you for choosing The Hallaca Factory and for being part of keeping this beloved tradition alive.
Need help?
Contact us at helpdesk@thehallacafactory.com for questions related to refunds and returns.
