Returns and exchanges
Information to help you prepare your purchase and contact Billonchok.
Last updated: October 15, 2026
Reporting a cancellation or issue
Email the contact address or use WhatsApp with your reference, receipt date where relevant, product, what happened and the remedy you request. If available, attach photos or the receipt to help the review; do not send full bank details.
Distance-sale returns in Ecuador
Article 45 of Ecuador’s Consumer Protection Law provides for returns within 3 days after receipt when the nature of the goods permits it and they remain in the condition received. Its application to food depends on the product and its condition; this page does not exclude all food as a blanket rule.
Damaged, incorrect or defective products
Report the problem and, where possible, keep the product, packaging and batch details. Distance-sale returns are distinct from rights concerning defects or failure to supply what was offered; the period above does not limit those other rights. Do not consume a product showing signs of spoilage.
Arranging returns and refunds
Before sending a product back, contact us to arrange the address and transport. The reason for the return and applicable rights determine the remedy and any costs. Request written confirmation of the amount, method and date of any refund. This coordination does not condition or waive your statutory rights.