At Broken Gringo LLC, we take pride in every bottle and every blend we make. We want you to be completely satisfied with your purchase. Because our products are food items that are handcrafted in small batches, our return and refund policy has some specific guidelines to ensure food safety and fairness for everyone.

Please read this policy carefully before placing your order. By completing a purchase on brokengringo.com, you agree to the terms outlined below.

1. Our Satisfaction Guarantee

We stand behind the quality of our products. If you receive a product that is defective, damaged during shipping, or substantially different from what was described on our website, we will make it right. That’s a promise.

2. Damaged or Defective Products

If your order arrives damaged (broken bottles, leaking containers, crushed packaging) or you receive a product that is defective (spoiled, off-color, unusual odor or appearance inconsistent with the product description), we will provide a full replacement or full refund at your choice.

2.1 How to Report a Damaged or Defective Product

To request a replacement or refund for a damaged or defective product:

1.   Contact us within 7 days of receiving your order by emailing gringo@brokengringo.com or by calling 720-500-4143

2.   Include your order number, a description of the issue, and photographs clearly showing the damage or defect. Photos of the damaged packaging, the product itself, and the shipping box are all helpful.

3.   We will review your claim within 2 business days and respond with a resolution

You do not need to return damaged or defective food products to us. For food safety reasons, we ask that you dispose of any product that is damaged, leaking, or appears spoiled. We will ship a replacement or process a refund without requiring the product back.

2.2 Shipping Damage

Our products are packaged carefully to survive transit, but sometimes the shipping process is rough on glass bottles. If your order arrives with broken or cracked bottles due to shipping damage, we will replace the affected items at no cost to you, including shipping. If replacement inventory is unavailable, we will issue a full refund for the damaged items.

3. Incorrect Orders

If you receive the wrong product(s) or your order is missing items, contact us within 7 days of delivery. We will ship the correct items to you at no additional cost. If we are unable to fulfill the correct items, we will issue a full refund for the affected products.

You do not need to return incorrectly shipped items. If you received a product in error, you are welcome to keep it with our compliments.

4. Change of Mind and Taste Preference

We understand that not every sauce is for every palate. However, because our products are perishable food items, we are unable to accept returns of opened products based on personal taste preference. Once a food product has been opened, it cannot be resold or redistributed for food safety reasons.

4.1 Unopened Products

If you wish to return an unopened, unused product in its original sealed condition:

•      Contact us within 14 days of receiving your order

•      The product must be in its original, unopened, and undamaged condition with all labels and tamper-evident seals intact

•      You are responsible for return shipping costs

•      Upon receipt and inspection of the returned product, we will issue a refund for the product price (original shipping costs are non-refundable)

•      Return shipping address will be provided when your return is approved

4.2 Opened Products

We cannot accept returns or issue refunds for opened products based on taste preference. We know that’s a bummer, but food safety has to come first. That said, if you’re unhappy with a product, we genuinely want to hear about it. Reach out to us — we may be able to offer a discount on a future order or recommend a different product from our lineup that might be a better fit for your palate.

5. Order Cancellation

You may cancel your order for a full refund if the order has not yet been shipped. To cancel, contact us as soon as possible at gringo@brokengringo.com with your order number.

Once an order has shipped, it cannot be cancelled. You may request a return of unopened products upon delivery per Section 4.1 above.

6. Gift Sets and Sampler Boxes

Gift sets, sampler boxes, and bundle products are treated as a single order. If a gift set arrives with one or more damaged or defective items, we will replace the affected individual items rather than the entire set, unless the damage is extensive enough to affect the majority of the set, in which case we will replace or refund the entire set at your choice.

Returns of unopened gift sets follow the same guidelines as individual products (Section 4.1), but the entire set must be returned in unopened condition. Partial returns of individual items from an opened gift set are not accepted.

7. Spice Blends (Dry Products)

Our spice blends are packaged in sealed pouches. The same policies above apply to spice blends, with one addition: if a spice blend pouch arrives with a broken seal, puncture, or tear that compromises the product, contact us within 7 days and we will replace it at no cost.

8. How Refunds Are Processed

All approved refunds will be processed as follows:

•      Refunds are issued to the original payment method used for the purchase

•      Refund processing time: we will initiate the refund within 3 business days of approving your request

•      Your bank or credit card company may take an additional 5–10 business days to post the refund to your account, depending on your financial institution

•      You will receive an email confirmation when your refund has been processed on our end

Please note: if a significant amount of time has passed since your refund was initiated and you have not received it, check with your bank or credit card company first, as processing times vary. If the issue persists, contact us and we will help resolve it.

9. Wholesale and Bulk Orders

Orders placed through wholesale, bulk, or custom arrangements (including restaurant and retail accounts) are subject to the terms agreed upon at the time of the wholesale order. This consumer return policy does not apply to wholesale transactions. If you have questions about returns on a wholesale order, please contact us directly.

10. Purchases Made at Events, Farmers Markets, or In Person

Products purchased in person at farmers markets, festivals, pop-up events, or other live venues are subject to the same quality guarantee described in Section 2 (damaged or defective products). Because in-person purchases allow you to see and, in many cases, sample the product before buying, we do not accept returns based on taste preference for in-person purchases. If you experience a quality issue with a product purchased in person, contact us within 7 days with your receipt or proof of purchase.

11. Policy Limitations

We reserve the right to limit or refuse refund requests that we reasonably believe to be fraudulent, excessive, or made in bad faith. We also reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date.

This Refund & Returns Policy applies only to purchases made through brokengringo.com and at Broken Gringo LLC events. Products purchased through third-party retailers are subject to that retailer’s return policy.

12. Contact Us

If you need to request a return, report a problem with your order, or have any questions about this policy, please contact us:

Broken Gringo LLC

Email: gringo@brokengringo.com

Phone: 720-500-4143

Website: brokengringo.com

We do our best to respond to all inquiries within 2 business days. We’d rather fix a problem than lose a customer.