Our Philosophy

 

Refunds, Returns & Cancellations

Last Revised: March 15, 2026

At JM Churros and Mor Inc., we take pride in the quality of our products and services. Because we operate as a food business and many of our items are prepared fresh, made to order, or handled under food safety requirements, our refund, return, and cancellation policy is different from that of a general retail store.

Please review the following policy carefully before placing an order, booking catering, or making a purchase through our website, at an event, or in person.

1. Food and Beverage Sales

All food and beverage purchases are final sale.

Due to the perishable nature of food products and food safety considerations, we do not accept returns or exchanges on prepared food, beverages, catering items, or other consumable products once they have been prepared, served, picked up, delivered, or handed to the customer.

This includes, without limitation:

  • freshly prepared food and desserts;

  • beverages;

  • catering trays, platters, and event food;

  • custom food orders;

  • and any other perishable or consumable items.

2. Quality Concerns or Order Issues

If there is an issue with your order due to an error on our part, such as:

  • the wrong item being provided;

  • a missing item;

  • a product that was significantly different from what was confirmed;

  • or a serious quality concern directly related to preparation or service,

please contact us as soon as possible at:

Email: churrosandmor@gmail.com
Phone: 250-986-9455

To help us review the matter, please include:

  • your name;

  • date of purchase or event;

  • order details;

  • proof of purchase, if available;

  • and a brief description of the issue.

Where appropriate, and at our sole discretion, we may offer a reasonable remedy, which may include a replacement, store credit, partial refund, or full refund.

3. No Returns on Perishable Items

Because of food safety, storage, handling, and quality-control requirements, we do not accept returned food products for resale, exchange, or refund consideration once the product has left our possession, except where required by law or where we determine a verified issue occurred on our side.

4. Catering and Event Bookings

Catering, private events, pop-ups, and special bookings often require scheduling, staffing, inventory purchases, travel planning, and preparation in advance. For that reason, cancellation terms apply to event-based services.

Deposits

If a deposit is required to secure your event date, that deposit is generally non-refundable, unless otherwise stated in writing.

Cancellations by the Customer

If you need to cancel a catering or event booking, you must notify us in writing as soon as possible. Any refund, partial refund, or credit will depend on:

  • how much notice is given;

  • whether ingredients, staffing, rentals, or travel arrangements have already been committed;

  • and the specific terms agreed to for the event.

Unless otherwise agreed in writing:

  • cancellation deposits are non-refundable;

  • amounts paid toward custom or confirmed event preparation may be partially refundable or non-refundable depending on the stage of planning and preparation;

  • and we reserve the right to deduct costs already incurred.

Custom Orders and Large Event Orders

Custom orders, large-volume orders, and special event orders may be non-cancellable or only partially refundable once ingredients, supplies, labor, or production time have been committed.

5. If We Need to Cancel

In the rare event that JM Churros and Mor Inc. must cancel an order or booked service due to circumstances within our control and we are unable to provide a reasonable substitute or rescheduled service, we may provide a refund of amounts paid for the affected portion of the order or booking.

If cancellation or interruption is caused by circumstances outside our reasonable control, including severe weather, venue restrictions, road closures, emergencies, equipment failure, public safety issues, or other unforeseen events, we reserve the right to offer rescheduling, credit, partial refund, or another reasonable solution depending on the situation.

6. Non-Food Merchandise

If we sell eligible non-food merchandise through our website or at events, returns or exchanges may be considered only if:

  • the item is unused;

  • the item is in its original condition;

  • the item is returned with proof of purchase;

  • and the return request is made within 14 days of purchase.

We do not accept returns on:

  • sale or clearance items;

  • gift cards;

  • personalized or custom items;

  • opened consumables;

  • or any item that is damaged after purchase for reasons not caused by us.

Approved merchandise returns may be issued as an exchange, store credit, or refund, at our discretion.

7. Gift Cards

All gift cards are final sale and are non-refundable unless required by applicable law.

8. Refund Processing

If a refund is approved, it will generally be issued to the original method of payment within a reasonable processing time. Timing may vary depending on your financial institution or payment provider.

If you have not received an approved refund after a reasonable period, please first check with your bank or credit card provider, as processing times can vary.

9. Online Orders and Delivery Issues

If you place an order online, please ensure that your contact details, delivery information, and order details are accurate before confirming your purchase.

If there is a problem with an online order, please contact us promptly. For online sales in BC, businesses are expected to disclose the return/refund policy and supply arrangements to customers. Consumer Protection BC also notes that consumers may have cancellation rights in certain cases where goods or services are not delivered within the applicable timeframes under distance sales rules.

10. Proof of Purchase

To review any refund, replacement, exchange, or order issue request, we may require proof of purchase, including a receipt, invoice, order confirmation, or other transaction record.

11. Policy Abuse

We reserve the right to refuse a refund, replacement, exchange, cancellation request, or future service where we determine, in our reasonable discretion, that a claim is fraudulent, abusive, inconsistent with this policy, or made in bad faith.

12. Contact Us

For questions regarding refunds, order concerns, returns, exchanges, or cancellations, please contact:

JM Churros and Mor Inc.
Customer Care
Phone: 250-986-9455
Email: churrosandmor@gmail.com
Mailing Address: 325 Cook Street, Victoria, British Columbia, Canada