Refund policy

Return, Cancellation & Order Acceptance Policy

Because Nura Renüa offers prepared food, beverages, desserts, coquito, catering, and specialty coconut experiences, all food and beverage items are final sale.

We do not accept returns or exchanges on prepared drinks, desserts, coquito, custom orders, catering orders, private event bookings, The Coconut Bar, Coquito Experience, or Tropical Slushy Experience services.

Order Inspection & Acceptance

All orders must be inspected at the time of pickup or delivery. The customer, or the person receiving the order, is responsible for reviewing the order before accepting it.

By accepting the order, the customer confirms that the order was received as complete, correct, and in good condition.

Once an order has been accepted, Nura Renüa is not responsible for claims made after pickup or delivery, including issues caused by improper handling, transportation, storage, refrigeration, temperature exposure, or delayed consumption.

Food Safety & Temperature Responsibility

Our products are prepared and handled with care before pickup or delivery. After the order has been accepted, it is the customer’s responsibility to keep all food, beverages, desserts, and coquito at the proper temperature.

Nura Renüa is not responsible for products that are damaged, spoiled, melted, separated, altered, or no longer fresh due to improper storage, heat exposure, lack of refrigeration, transportation, or handling after the order has been accepted.

Incorrect or Missing Items

If there is an issue with your order, it must be reported immediately at the time of pickup or delivery, before the order is accepted.

Once the order has been accepted as complete and in good condition, no claims, refunds, replacements, or credits will be issued.

Order Cancellations

Customers may request a cancellation within 1 hour of placing an order, as long as the order has not yet been prepared, fulfilled, picked up, delivered, or scheduled for production.

Once an order has been prepared, fulfilled, picked up, delivered, or accepted, it cannot be canceled, returned, refunded, or exchanged.

Catering, Private Events & Experiences

Catering orders, private events, The Coconut Bar, Coquito Experience, and Tropical Slushy Experience bookings require advance preparation, ingredients, staffing, and reserved availability. Deposits or booking retainers are non-refundable unless otherwise stated in writing.

If you need to reschedule an event or experience, please contact us as soon as possible. Rescheduling requests are reviewed based on availability.

Contact

For any order issue, please contact us before accepting your order at pickup or delivery.

email us: hello@nurarenua.com