At MASA Chips, our commitment to quality is unwavering, and your satisfaction is our priority. However, because we sell food, we unfortunately cannot accept returns for a refund. We understand that there are rare occasions where a return or replacement may be warranted. This policy outlines the specific circumstances under which they will be considered, demonstrating our dedication to fairness and customer satisfaction.

General Policy

• Replacements: If there is a problem with the product you received, we will happily replace it as a one-time courtesy to ensure your satisfaction.
• No Standard Refunds: Generally, we do not offer refunds on purchases since we cannot resell returned food products. Therefore, we encourage our customers to review their selections carefully before completing their orders, and ask us any questions if they are unsure of the ingredients.
• Personal Preference: Dissatisfaction based on personal preferences is not a satisfactory reason for a refund. Refunds and replacements may not be honored for customer or shipping mistakes.
• Timeline: Customers must reach out within 7 days of receiving their order for their request to be considered eligible for review. Requests submitted after the 7-day window may not be eligible for a replacement or further review.
• Required Information: To help our team process your request quickly, please include:
  1. Your order number
  2. Clear photos of the issue (product, packaging, shipping box, shipping label, etc.)
  3. The lot code printed on the back of the bag
  4. A brief description of the issue

Note: Discarding your chips/bags may make your order ineligible for replacements.

Shipping Issues

Shipping errors include: delays, damaged boxes, misdeliveries, and items marked delivered but not received.

• These instances do not qualify for a refund; however, we are more than happy to file a claim and send a one-time courtesy replacement if applicable.
• Once an order is marked delivered by the carrier, responsibility for the package transfers to the shipping address recipient.
• Orders that are misdelivered, missing, or stolen do not qualify for a refund. However, your ticket will be reviewed, and a one-time courtesy replacement may be offered at the discretion of our support team.
• Multiple claims of missing or stolen packages may not be eligible for replacement.

Specific Circumstances for Refund Consideration

Refunds and replacements are not automatically issued upon request. Refunds or replacements are considered under the following exceptional circumstances:

1. Defective or Damaged Products: If the product arrives defective or damaged, we will replace it. Photographic evidence of the defect or damage is required, including the lot code printed on the bag. Claims must be submitted within 7 days of receipt.
2. Incorrect Product Delivery: If you receive an incorrect product, we will replace it with the correct one. Contact customer service within 7 days of delivery with a photo of what you received, a photo of your shipping label, and your order number.
3. Medical Emergency Situations: If a true medical emergency prevents you from using our product, we're happy to review your situation. Valid medical documentation is required. (This policy does not apply to personal dietary choices or newly discovered ingredient restrictions.)
4. Mandatory Regulatory Refunds: MASA Chips will issue a refund if it is mandated by specific regulatory circumstances, complying fully with applicable laws.

How to Initiate a Replacement

To initiate a request, please email hello@masachips.com

• A description of the issue
• Photos showing the issue, packaging, & shipping label
• The lot code number on the back of the bag
• Your order number

All orders are ineligible for a shipping cost refund.

Depending on the circumstances, we may provide a return label to inspect affected products and ensure corrective actions going forward. In this case, customers are responsible for return shipping costs.