Refund policy

Overview:

At Ancient Crunch, 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:

  1. Replacements: If there is a problem with the product you received, we will happily replace it to ensure your satisfaction.
  2. No Standard Refunds: Generally, we do not offer refunds on purchases since we cannot resell returned food product. 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.

We are happy to replace a defective product. Dissatisfaction based on personal preferences is not a satisfactory reason for a refund. 

Customers must reach out within 7 days of receiving their order for their request to be considered eligible for review. While we will always do our best to help, requests submitted after the 7-day window may not be eligible for a replacement or further review.

To help our team process your request quickly, please include:

  • Your order number

  • Clear photos of the issue (product, packaging, shipping box, shipping label, etc.)

  • The lot code printed on the bag (this can be found towards the lefthand side of your chip bags on the back)

  • A brief description of the issue

Please note, discarding your chips/bags may make your order ineligible for replacements. 

Shipping Issues 

Shipping errors include:

  • delays
  • damaged boxes
  • mis-deliveries
  • 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 replacements in most cases.

Once an order is marked delivered by the carrier, responsibility for the package transfers to the shipping address recipient.

Orders that are mis-delivered, 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.

Replacements:

If there is a problem with the product you received, we will happily replace it one time to ensure your satisfaction.

No Standard Refunds:

We generally do not offer refunds on purchases since we cannot resell returned food products. We encourage our customers to review their selections carefully before completing their orders and reach out with any ingredient questions before purchasing. Refunds and replacements may not be honored for customer or shipping mistakes. 

Specific Circumstances for Refund Consideration:

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

Defective or Damaged Products:

If the product arrives defective or damaged, we will replace it.
To process such a claim, photographic evidence of the defect or damage is required, including the lot code printed on the bag, so we can determine the root cause of the problem.
Please submit your claim within 7 days from the date of receipt.

Incorrect Product Delivery:

If you receive an incorrect product, we will replace it with the correct one.
Please contact our customer service team within 7 days of delivery and include a photo of what you received along with your order number so we can resolve it quickly.

Medical Emergency Situations:

If a true medical emergency prevents you from using our product, we’re happy to review your situation. We do require valid medical documentation.
*This policy does not apply to personal dietary choices or newly discovered ingredient restrictions.

Mandatory Regulatory Refunds:

Ancient Crunch will issue a refund if it is mandated by specific regulatory circumstances, complying fully with applicable laws.

Refund or Replacement Process:

To initiate a refund or replacement request, please email hello@masachips.com with:

  • A description of the issue

  • Photos showing the issue and packaging

  • The lot code number on the back of the bag

  • Your order number

Depending on the circumstances, we may also provide you with a return label so we can inspect affected products and ensure corrective actions going forward.

Contact for Queries:

For questions or concerns regarding the refund or replacement process, please contact us at hello@vandycrisps.com. We are here to help!

Exceptions:

  • Digital Products: We do not offer refunds on digital products and services.

  • Custom Orders: Customized or personalized items are not eligible for refunds.

  • Non-Food Items: We do not offer refunds on non-food items. If you are seeking an exchange for non-food items, the request must be made within 7 days from the date of receipt.

    • Exchanges are only accepted if the wrong item was sent and products are in the same condition as received—clean, unwashed, undamaged, and free of stains (including deodorant, perfume, or makeup).

Policy Amendment Rights:

Ancient Crunch Inc. reserves the right to modify this refund policy at any time to better serve our customers and adapt to changing circumstances.