Refund policy

Last Updated: May 2026

Because our products are freshly prepared and perishable, customers are encouraged to inspect their order immediately upon receipt.

Quality concerns, damaged items, incorrect orders, missing items, or products spoiled upon arrival through no fault of the customer must be reported to our support team via Messenger or Viber within twenty-four (24) hours from receipt of the order.

To help us review concerns fairly, customers must provide clear photo evidence, including photos of the full order, the specific item or issue, the packaging, and the receipt, order number, or delivery reference when available.

Customers may also be requested to retain the original product and packaging while the concern is under review, when reasonably possible.

Fulfillment & Remedies

For verified quality-related concerns, Leones Napoleones will primarily provide a replacement. A refund may be considered when replacement is no longer practical, when the customer can no longer reasonably receive a replacement, or when required under applicable consumer protection laws.

Refunds are not offered for change-of-mind purchases, consumed items, partially consumed items, mishandled products, improperly stored products, or products left unrefrigerated after delivery.

Approved refunds will be processed back to the original payment method used during checkout through our authorized payment partners.

Refund processing timelines are handled by the payment provider and banking system. Depending on the payment channel used, approved refunds typically reflect within five (5) to fifteen (15) banking days, although actual timing may vary by provider.

Operational Verification

Leones Napoleones may verify concerns against available dispatch records, delivery timing, rider delivery photos, order details, batch information, and other operational records.

Replacement or refund requests may be declined if submitted beyond the allowable reporting window, if evidence is incomplete or unverifiable, or if the product appears to have been mishandled, improperly stored, altered, tampered with, or supported by edited, staged, misleading, or digitally altered evidence.