Refund Policy

Overview

At Costa Vida, your satisfaction is our top priority! We're committed to serving you the freshest, most delicious Mexican food and ensuring every dining experience exceeds your expectations. While we always strive for perfection, we understand that sometimes things don't go as planned.

Our Promise: If you're not completely happy with your Costa Vida experience, we're here to make it right. This refund policy outlines how we handle refund requests while maintaining fairness for all our customers.

This policy applies to all purchases made at Costa Vida locations, through our online ordering system, delivery services, and catering orders. Please read through this policy carefully to understand your rights and our procedures.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements

  • In-store purchases: Report issues within 30 minutes of receiving your order
  • Delivery orders: Contact us within 2 hours of delivery
  • Catering orders: Report issues within 4 hours of scheduled delivery/pickup time
  • Online gift card purchases: Request refunds within 48 hours of purchase

Valid Reasons for Refunds

  • Food quality issues (cold food, incorrect preparation, spoiled ingredients)
  • Order accuracy problems (wrong items, missing items, dietary restrictions not followed)
  • Service failures (excessive wait times, unprofessional service)
  • Food safety concerns (foreign objects in food, allergy contamination)
  • Technical issues preventing order completion or delivery

Required Documentation

  • Original receipt or order confirmation number
  • Photos of the issue (for quality or accuracy problems)
  • Contact information for follow-up
  • Description of the problem and desired resolution

Non-Refundable Items

The following items and situations are not eligible for refunds:

  • Food that has been partially or fully consumed (unless due to safety concerns)
  • Orders placed more than the specified timeframe ago
  • Custom or special orders that were prepared correctly as requested
  • Promotional items, free samples, or complimentary offerings
  • Gift cards that have been used (partial refunds may apply for unused balances)
  • Catering deposits for cancelled orders within 24 hours of event
  • Third-party delivery fees (handled by respective delivery services)
  • Personal preference issues (flavor, spice level, ingredient dislikes)
  • Orders affected by weather delays or natural disasters

Important Note: While these items are not eligible for refunds, we may still offer alternatives such as store credit, menu substitutions, or future visit discounts at our discretion.

How to Request a Refund

Follow these simple steps to request a refund:

  1. Contact Us Immediately: Reach out to our customer service team via phone, email, or speak with a manager at your Costa Vida location as soon as you notice an issue.
  2. Provide Order Details: Share your receipt, order number, date and time of purchase, and location where the order was placed.
  3. Describe the Issue: Clearly explain the problem you experienced and provide photos if applicable (especially for food quality issues).
  4. Submit Documentation: Send or show any required documentation including receipts, photos, and contact information.
  5. Review and Approval: Our team will review your request within 24 hours and determine the appropriate resolution.
  6. Receive Resolution: Once approved, you'll receive confirmation of your refund method and expected timeline for processing.

For fastest service, we recommend contacting the location where you made your purchase directly, as they can often resolve issues immediately.

Refund Processing

Payment Method

Refunds are typically processed using your original payment method:

  • Credit/Debit Cards: 3-5 business days
  • Cash Payments: Immediate cash refund or store credit
  • Gift Cards: Credit restored to original gift card
  • Mobile Apps: Refund to app wallet or original payment method

Processing Timeframes

  • In-store issues: Immediate resolution when possible
  • Online/delivery orders: 1-2 business days for approval
  • Catering orders: 2-3 business days for review and processing
  • Complex cases: Up to 7 business days for investigation

Please Note: Bank processing times may vary. While we process refunds promptly, your bank or card issuer may take additional time to post the credit to your account.

Exchanges vs. Refunds

In many cases, we prefer to make your experience right through exchanges rather than refunds:

When We Offer Exchanges

  • Incorrect orders: We'll remake your order correctly at no charge
  • Quality issues: Fresh replacement of the affected items
  • Temperature problems: New, properly heated items
  • Missing items: Immediate provision of missed items plus extra for the inconvenience

Exchange Benefits

  • Faster resolution - get your food immediately
  • Often includes extra items or upgrades as an apology
  • Ensures you still get to enjoy the Costa Vida experience
  • Available for dine-in, takeout, and delivery orders

Many customers find exchanges more satisfying than refunds, as they get to enjoy their meal while we demonstrate our commitment to quality service.

Damaged or Defective Items

Food safety and quality are non-negotiable at Costa Vida. Special procedures apply for damaged or potentially unsafe items:

Immediate Actions

  • Stop consuming the item immediately
  • Preserve the item and packaging for inspection
  • Take clear photos from multiple angles
  • Contact us immediately for health and safety concerns

Our Response

  • Immediate full refund for safety-related issues
  • Incident report filed for quality control purposes
  • Follow-up to ensure customer satisfaction and health
  • Additional compensation may be provided for serious issues

Health Priority: Your health and safety come first. If you experience any adverse reactions after consuming our food, please seek medical attention and contact us immediately at +1 860-567-0043.

Contact Us for Refund Requests

We're Here to Help!

Our customer service team is ready to assist with any refund requests or concerns. We're committed to resolving issues quickly and fairly.

Call Us Email Us Visit Us

Best Times to Contact

  • Phone Support: Monday-Friday 9:00 AM - 6:00 PM EST
  • Email Response: Within 24 hours during business days
  • In-Store: During regular operating hours
  • Urgent Issues: Call immediately during business hours

Address: 828 Bantam Rd, Bantam, CT 06750, USA

Email: [email protected]

Phone: +1 860-567-0043

Last updated: January 2026. This policy is subject to change with notice. Please check our website periodically for updates.