Refund Policy

Back to Policies

Refund Policy

At Komali Tortillas, we strive to ensure that our customers are completely satisfied with their purchase. If for any reason you are no satisfied with your purchase, we will be happy to accept a return within a 10 days of delivery date. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund exchange.

Important (if applicable):

  • For product return, the product must be in its original condition, unopened and unused. However, please note that “Taco Kit” products cannot be returned.
  • In canse of damage, to you package or product, you will be asked to provide a photograph showing the condition of the package received and the damaged product (s).
  • To process your inquiry, we requiere a receipt or proof or purchase.
  • We can only accept returns and refunds for products that were purchased through our website. In addition, we do not cover the cost of return shipping.


Damaged products:

In case of damaged products, the products must not be sent back. If the client finds a damaged product at delivery, needs to take a picture and inform us within 2 working days from delivery at What to expect? This products will e sent again at not cost for the client or the costumer may be able to request a refund.

Wrong products Sent:

In the event that we have sent you a wrong product, please contacts us immediately at with your order number and a photo of the incorrect product.

What to expect? We will take the necessary steps to correct the mistake and send you the correct product at not additional cost to you.

Non- delivery due to client NOT being at home:

In case of a non-delivery because the client is not at home or not available to receive his own package at the time of delivery, the packages will be sent to the nearest packet- shop available. The client will be then able to collect the package personally with their tracking number and an ID. If the package is not collected from the packet - shop by the customer, and is returned to Komali Tortillas, the order will be cancelled upon receipt of the package at our facilities.

What to expect? Product cost will be refunded. The shipping cost will no be refunded.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Sale items or Courtesy products

Only regular priced items may be refunded, unfortunately sale or courtesy items cannot be refunded.

How do I start a refund?

Please email us at with your order number, reason for your return and if applicable proof damage. We will then provide you with further instructions on hoy to proceed with the return.

Please note that we can only accept returns for products that were purchased through our website. In addition, we do not cover the cost of return shipping.

What happens after I request a refund?

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  • Refunds will be processed within 7 business days of receiving the returned product. We will refund the full purchase price to the original method of payment.

What should I do if the specified days have passed and I still have not received my money back ?

Late or missing refunds (if applicable):

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at


  • To return your product, you should mail your product to: Jaffestraße 10, Hamburg DE 21109.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. -Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.