At Que Chivo, we are committed to offering high-quality products and reliable service. We ensure that every order is carefully packaged so that you are satisfied with your purchase. However, we understand that you may sometimes not be satisfied, and due to the nature of our products, specific restrictions apply to returns and refunds.
Returns of dry food: only accepted if they are not damaged, opened, tampered with, or past their expiration date. Notification must be made within 24 hours of receipt.
Return shipping: If you are not satisfied with your products, you must send the items to our warehouse, covering the shipping costs. We recommend using a tracked or signed service, as Que Chivo is not responsible for packages lost in transit.
Any claim must only be made by the person named on the invoice or who made the purchase.

If the purchase was made as part of a group, only claims or return requests
from the registered main buyer, i.e., the person who completed the order and made the payment,
will be accepted.
This is established to maintain clarity, traceability, and avoid conflicts during the resolution process.

Claims submitted by third parties or companions to the purchase will not be managed.

Missing items from your order

At Que Chivo, we strive to ensure that every order is prepared with the utmost accuracy. For added security, we photograph each order before it leaves our warehouse as part of our quality control. Even so, we understand that occasional errors can occur. If you believe an item is missing from your order, please:
1. Send a notification to info@quechivo.co.uk within 24 hours of receiving your order, including the order number and, if possible, a photo of the package received.
We will address the issue with the most appropriate option based on the case: refund, replacement, or store credit, depending on the value and availability of the missing item.

Products on sale

Products purchased on sale, clearance, or with a special discount are considered final sale and therefore not eligible for returns or refunds, unless they arrive in defective or unusable condition.

Fresh fruits and vegetables

Unlike supermarket fruits, our products do not contain preservatives or wax, so they may show natural external imperfections when they reach their optimal ripeness. These characteristics do not affect the quality or taste of the product. By purchasing fresh fruits and vegetables at Que Chivo, as a customer you accept the following terms and conditions:
1-Returns are not accepted if the product has been partially or totally handled.
2-Any incident must be reported within 24 hours of delivery, by sending a photo or video as evidence.
3-Due to the nature of the product and as these are imported, no refunds are made except in exceptional cases*.
4-For food safety reasons, we do not accept returns of perishable products.
*In exceptional cases, our team will evaluate the situation with the evidence provided (photo or video) and will offer you the most suitable solution, which may include replacement, partial refund or store credit. Before returning any item, please contact us at info@quechivo.co.uk. Our team will inform you of the available options: replacement, refund or store credit.