Refund policy
Last updated: September 16, 2026
This policy covers purchases made directly from ONIMA PANTRY LLC at onimapantry.com. For purchases from another retailer, contact that retailer about its return process. You may always contact us about a product-quality or safety concern at info@onimapantry.com.
Food and hot sauce
Food products, including hot sauces and food bundles, are not eligible for change-of-mind returns or exchanges, whether opened or unopened. This includes preferences about flavor or heat level.
This restriction does not apply to damaged, defective, incorrect, or otherwise nonconforming products, or any remedy required by law. We generally resolve food-product issues without a physical return. Please do not send food back unless we specifically instruct you to do so.
Non-food returns
You may request a return of an eligible non-food item within 14 days after delivery. For change-of-mind returns, the item must be unused and unworn, with its original tags and packaging, and in the condition received.
Sale items and personalized or custom-made items are excluded from change-of-mind returns. Gift cards are not returnable or redeemable for cash except as required by law. These exclusions and condition requirements do not limit your rights concerning defective or incorrect goods or other mandatory consumer protections.
How to request a return
Email info@onimapantry.com with your order number and the item you want to return. A receipt, order confirmation, or other verifiable proof of purchase is required. If you cannot find it, send the name and email used for the order so we can try to locate your purchase.
Contact us before sending a package. We will confirm eligibility and email you the San Diego return address, a prepaid label, and return instructions. Please do not send returns to our Wyoming legal address. Our authorization process does not limit any return or remedy required by law.
ONIMA pays return postage for eligible non-food returns. We do not charge a restocking fee. For an eligible change-of-mind return, we refund the amount paid for the returned item and its applicable sales tax. Original delivery charges are not refunded for change-of-mind returns except where required by law.
Problems with your order
If an item arrives broken, leaking, defective, or incorrect, or your order has missing items, email us as soon as reasonably possible with your order number and a description of the problem. Photos of the item, packaging, and lot code, when available and safe to obtain, help us investigate. Do not consume a product that appears unsafe.
We will investigate and arrange an appropriate refund or replacement, honoring any choice of remedy required by law. You will not pay return postage or a restocking fee for a confirmed defect, shipping damage, or our fulfillment error. Refunds include the affected item's price, applicable taxes, and delivery charges required to be refunded by law.
We generally resolve food-product issues without a physical return. If a return is necessary, including where required by law, we will provide safe instructions and cover return postage. Do not send broken glass or potentially unsafe products without our instructions.
The 14-day change-of-mind window does not limit claims involving defective or nonconforming goods, recalls, or other legal rights. Contact us even if a problem becomes apparent later.
Missing deliveries, cancellations, and shipping delays
If your package has not arrived, or tracking says delivered but you cannot locate it, contact us. We will investigate with the carrier and arrange the remedy appropriate to the circumstances and required by law.
To request cancellation or an address correction, email us promptly. We will try to accommodate requests before shipment, but cannot guarantee a change once fulfillment is underway. This does not affect your cancellation rights when we cannot ship on time.
If we cannot ship within the timeframe promised at purchase, or within 30 days if no timeframe was stated, we will notify you and provide the cancellation and refund options required by the FTC's Mail, Internet, or Telephone Order Merchandise Rule. We will obtain your consent where required or cancel and refund the unshipped merchandise. If your entire unshipped order is canceled, we refund the full amount paid, including shipping and applicable taxes. Partial-order refunds include the amounts required by law.
Refund method and timing
We will notify you of the outcome after reviewing your request or inspecting a required return. Approved change-of-mind refunds are issued to your original payment method within 10 business days of approval, or sooner where required by law. Your bank or payment provider may take additional time to post the credit.
For cancellations covered by the FTC shipping rule, we issue the required refund within seven working days after your right to the refund arises for the payment methods accepted through our checkout. Any shorter deadline required by applicable law controls. We do not replace a legally required monetary refund with store credit.
If you need the status of a refund, email info@onimapantry.com.
Exchanges
For eligible non-food items, request a return and place a separate order for the replacement item. Food is not eligible for change-of-mind exchanges. This does not affect replacements for damaged, defective, or incorrect products.
Contact and legal address
Email: info@onimapantry.com
ONIMA PANTRY LLC
30 N Gould St STE N
Sheridan, WY 82801
United States
This is our legal and correspondence address, not our product-return address. Authorized return instructions and the San Diego return address are provided by email. A written copy of this policy is available on request.
Your legal rights
Nothing in this policy excludes or limits any non-waivable rights, warranties, or remedies under applicable federal, state, or local law. If this policy conflicts with a mandatory legal requirement, that requirement controls. Changes to this policy will not reduce the return rights applicable to an order when it was placed.
European Union orders
Notwithstanding the change-of-mind restrictions above, if merchandise is shipped into the European Union, you may notify us that you wish to cancel or return your order within 14 days after receipt, for any reason and without justification. Contact us for instructions. Any mandatory withdrawal rights and refund deadlines under applicable law take precedence over the general terms above, including rights concerning standard delivery charges and examination of goods.