Refund policy
TikTok Shop Return & Refund Disclaimer – Urbina Heritage Products
Thank you for shopping with Urbina Heritage Products on TikTok Shop! Our small-batch, organic, homemade foods are crafted with love using authentic family recipes (no artificial ingredients).
By purchasing, you agree to this policy + TikTok Shop’s Terms.
1. Food Safety & Non-Returnable Items
Food and beverage products are non-returnable on TikTok Shop for change of mind, taste preference, or “no longer needed.” Opened, used, consumed, or tampered items are **strictly non-returnable and non-refundable** for hygiene and safety reasons.
2. When We Consider Refunds or Replacements
Only for items that arrive **damaged, defective, leaking, or incorrect**. You must provide **clear photos or videos** of the issue. We recommend submitting your request **immediately upon delivery**.
3. How to Request on TikTok Shop
Go to your order → Return/Refund → Select reason + upload photos/videos. We review (TikTok Shop may auto-approve some requests). For approved food claims we often issue refunds or replacements **without requiring you to ship the item back**.
4. Shipping Costs
All shipping fees shown at checkout are **final and non-refundable** (except our clear error). TikTok Shop often provides prepaid return labels/QR codes for eligible returns. International buyers are responsible for all customs duties, taxes, and brokerage fees.
5. Fraud & Abuse Protection
All claims are verified. Tampering, false reports, or abuse will result in **denied requests** and may be reported to TikTok Shop. We provide evidence in disputes.
Our Promise
We’re a small family business and want you to love our heritage flavors. Message us via TikTok Shop chat first if you have questions — we’ll do our best to make it right.
This works alongside TikTok Shop’s platform rules and buyer protection. Nothing here limits your non-waivable legal rights.
Questions? Message us on TikTok or email urbinaheritage@gmail.com
Follow @urbinaheritagep for recipes & new drops!