Returns & Refunds
Something wrong with your order?
We want to get things sorted as quickly and simply as possible. Choose the option below that best describes what you need help with.
My tortillas have gone off
If your tortillas have spoiled before their best-before date, we may be able to help under one of our freshness guarantees.
Retail and wholesale orders have different guarantee terms, so please choose the relevant option below.
My delivery is delayed or missing
If your delivery is late, missing, tracking has stopped updating or you've had a missed delivery, please use the relevant Delivery Help guide below.
We have separate guidance for retail deliveries with Royal Mail and wholesale deliveries with APC.
Something arrived damaged or incorrect
If we've sent the wrong product, something is missing or an item has arrived damaged, please contact us with your order number and photographs where relevant.
Contact MASA →I want to cancel my subscription
You can cancel your MASA subscription yourself at any time through the My Account section of our website.
Alternatively, you can email us and we can cancel it for you. Please see the subscription terms further down this page for orders that have already entered production.
Our Returns & Refunds Policy
1. Fresh and perishable products
Many MASA products, including our fresh tortillas, are fresh and perishable food products.
The normal change-of-mind cancellation and return rights that apply to many products purchased online do not apply in the same way to goods that are liable to deteriorate or expire rapidly.
This means that fresh tortillas and other qualifying perishable products cannot normally be returned or refunded simply because you have changed your mind.
This does not affect your statutory rights if goods are faulty, not as described or otherwise fail to meet the standards required by law.
2. Freshness problems with retail tortillas
We provide a voluntary Freshness Guarantee for our retail tortilla packs.
If your tortillas spoil before their stated best-before date despite being received, handled and stored correctly, you may qualify for replacement tortillas or store credit under the Freshness Guarantee.
Correct storage is an important condition of the voluntary guarantee. Fresh tortillas must be refrigerated promptly after delivery and stored in accordance with the instructions on the packaging.
If you experience a freshness problem, please contact us before the best-before date shown on the affected pack and provide the photographs and information requested on our Freshness Guarantee page.
Incorrect or incomplete delivery addresses
Our Freshness Guarantee does not cover loss, delay or deterioration caused by an incorrect or incomplete delivery address supplied with the order. Customers are responsible for checking that their delivery details are complete and accurate before placing their order.
Our Freshness Guarantee is additional to your statutory consumer rights and does not replace or restrict them.
3. Incorrect, damaged or faulty products
If we have sent you an incorrect product, an item is missing, or something has arrived damaged, please contact us as soon as reasonably possible.
Please provide your order number, a description of the problem and, where appropriate, clear photographs showing the affected product and packaging.
Depending on the circumstances, we may offer an appropriate replacement, refund or other remedy.
You do not lose your statutory rights because a product was discounted, on sale or covered by one of our voluntary guarantees.
4. Change-of-mind returns for non-perishable retail products
Where statutory cancellation rights apply to a non-perishable product purchased online, retail customers generally have 14 days after receiving the goods to tell us that they wish to cancel.
After telling us that you wish to cancel, you generally have a further 14 days to return the goods.
Products should be returned in a condition consistent with the reasonable handling necessary to inspect them. We may make a deduction where permitted by law if the value of the goods has been reduced through unnecessary handling.
For a simple change-of-mind return, you will normally be responsible for the cost of returning the goods to us, provided we informed you of this responsibility before purchase.
Where a return is necessary because goods are faulty, damaged or incorrect, we will deal with reasonable return costs where required by law.
Please contact us before sending anything back so that we can confirm the appropriate return procedure.
5. Cancelling a subscription
You can cancel your MASA subscription at any time to stop future recurring orders.
The quickest way to cancel is through your My Account page on the MASA website. You can also email us at hola@masa-tortillas.co.uk and ask us to cancel the subscription for you.
Cancelling a subscription stops future recurring orders, but it does not automatically cancel an individual order that has already been generated from that subscription.
If payment has already been taken for your next order but that order has not yet entered production, please contact us as soon as possible.
Where we are still able to stop the order before production begins, we will cancel that order and refund the payment taken for it.
Once production has started
Once a fresh tortilla order has entered production, been prepared or been dispatched, it cannot normally be cancelled or refunded simply because the subscription has subsequently been cancelled.
Our tortillas are produced as fresh, perishable food products and cannot simply be returned and resold. Cancelling the subscription will still prevent subsequent recurring orders and payments.
This does not affect your rights if the products supplied are faulty, not as described, or where you otherwise have a statutory right to a refund or other remedy.
6. Refunds
Where a refund is due, we will normally refund it to the original payment method unless another method is agreed or required.
The time it takes for the money to appear after we process a refund can depend on your bank or payment provider.
For qualifying change-of-mind cancellations of non-perishable retail goods, refunds will be processed within the applicable statutory timescales.
Where required by law, the refund will also include the applicable standard outbound delivery charge. Additional amounts paid for an enhanced or more expensive delivery service do not necessarily have to be refunded beyond the cost of standard delivery.
7. Wholesale orders
Wholesale orders are business-to-business purchases and do not benefit from the consumer change-of-mind cancellation rights described above.
If a wholesale order contains incorrect, damaged or otherwise defective products, please contact MASA promptly with the order details and supporting photographs where appropriate so that we can investigate.
Freshness problems caused by courier delays are handled separately. Eligible wholesale courier orders for which our optional Fresh Delivery Guarantee was purchased may qualify for replacement of affected tortillas or account credit in accordance with the guarantee terms.
Wholesale customers experiencing an APC delay must follow the delayed-delivery procedure described on our wholesale Delivery Help page in order to qualify for the voluntary Fresh Delivery Guarantee.
The Fresh Delivery Guarantee does not cover delay, loss or deterioration caused by incorrect or incomplete delivery information supplied by the customer.
8. Delivery problems and incorrect addresses
A delayed or missing parcel does not necessarily mean that a refund is immediately due.
If your parcel has not arrived when expected, please follow the relevant Delivery Help procedure so that we can establish what has happened and determine the appropriate next step.
Please check your delivery address carefully
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Where a parcel is delayed, misdelivered, returned to us or lost because the customer supplied an incorrect or incomplete address, we will not normally provide a refund, replacement or freshness-guarantee remedy for any resulting loss or spoilage.
This does not affect rights or remedies which apply where the problem was caused by MASA, the carrier, or where a right cannot legally be excluded.
9. How to contact us about a return or refund
Please contact us before returning any product unless we have specifically instructed you otherwise.
For spoiled or otherwise affected fresh food, we will normally ask for photographs and relevant order information rather than asking you to post spoiled food back to us.
When contacting us, please include your order number and enough information for us to understand the problem.
10. Your statutory rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any consumer rights or remedies which cannot legally be excluded or restricted.
Our Freshness Guarantee and wholesale Fresh Delivery Guarantee are additional contractual or voluntary benefits and should not be interpreted as removing rights that otherwise apply by law.
This Returns & Refunds Policy applies to purchases from The Little Tortilleria Ltd trading as MASA Tortillas through masa-tortillas.co.uk and wholesale.masa-tortillas.co.uk.
Last updated: September 2026.