Refund Policy

At Marcos, we are committed to providing our customers with the highest quality food products and a satisfying ordering experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order.

This Refund Policy applies to all purchases made through our website marcos-food.top and any other sales channels operated by Marcos. By placing an order with us, you agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their purchase. Refunds may be granted under the following conditions:

• Incorrect Order: You received an item or order that does not match what you placed. This includes wrong items, missing items, or incorrect quantities.
• Food Quality Issues: The food product you received was spoiled, contaminated, undercooked, overcooked, or otherwise did not meet reasonable food safety and quality standards.
• Damaged Packaging: The packaging of your food order was significantly damaged during delivery in a way that has compromised the quality or safety of the food inside.
• Allergic Reactions Due to Mislabeling: If you experienced an allergic reaction as a direct result of an ingredient not disclosed on the product label or order description, you may be eligible for a refund. Please note that medical documentation may be required.
• Non-Delivery: Your order was confirmed and paid for but was never delivered within the stated delivery window, and no satisfactory resolution was offered by the delivery carrier or our customer service team.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment processing system.
• Order Cancellation Before Preparation: You cancelled your order before it entered the preparation stage (see Cancellation Policy below).

Refunds will not be issued for dissatisfaction based purely on personal taste preferences, as food is inherently subjective. We encourage customers to review menu descriptions and ingredient lists carefully before ordering.

2. Timeframes for Refund Requests

Timely reporting of issues is essential for us to investigate and resolve your concern effectively. Please note the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly recommend that you inspect your order upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed Food Items: Food that has been fully consumed cannot be refunded, except where a verifiable quality or safety issue has been documented and reported within the required timeframe.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, clearance sale, or at a deeply discounted rate are non-refundable unless they are defective or unsafe.
• Customized or Special Orders: Food items that were specially prepared according to your specific customization requests (e.g., allergen accommodations, personalized cakes, catering orders with unique specifications) are non-refundable once preparation has begun, unless a quality issue is identified.
• Delivery Fees: Delivery charges are non-refundable except in cases of non-delivery caused by our failure or our delivery partner's failure.
• Service or Processing Fees: Any transaction fees, service charges, or third-party platform fees charged at the time of order are non-refundable.
• Gift Cards and Store Credits: Purchased gift cards and issued store credits are non-refundable and cannot be exchanged for cash.
• Orders Marked as Delivered by Carrier: If a delivery service has confirmed delivery and a photo confirmation exists, we may not be able to issue a refund unless additional verification is provided by the customer.

4. How to Request a Refund (Step-by-Step)

To ensure your refund request is processed quickly and efficiently, please follow the steps below:

1. Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • A description of the issue
   • Photographs or video evidence (strongly recommended for quality or damage issues)
2. Contact Us: Reach our customer support team using the contact information provided at the end of this policy. You may contact us via email at [email protected] or through our website at marcos-food.top.
3. Submit Your Claim: Provide all relevant details and attach any supporting documentation or photographic evidence. The more information you provide, the faster we can resolve your issue.
4. Acknowledgment: Once we receive your request, you will receive an acknowledgment within 1 business day confirming that your claim is being reviewed.
5. Review and Investigation: Our team will investigate your claim, which may include reviewing order records, contacting delivery partners, or consulting with our kitchen staff. This process typically takes 2 to 5 business days.
6. Resolution: We will notify you of our decision via email or phone. If your refund is approved, we will process it using the method described in Section 5 below.

5. Refund Processing Times by Payment Method

Once your refund has been approved, please allow the following processing times based on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. We have no control over the timing of your bank's internal processes. If you have not received your refund after the stated period, we recommend contacting your bank or payment provider first before reaching out to us.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be applicable under the following conditions:

• Partial Order Issues: If only certain items in your order were incorrect, missing, or of poor quality, a refund will be issued only for those specific items and not for the entire order.
• Partial Consumption: If a portion of a food item was consumed before a quality issue was identified, a partial refund based on the remaining portion may be offered at our discretion.
• Minor Packaging Damage: If packaging was slightly damaged but the food inside remained safe and unaffected, a partial refund or discount on a future order may be offered as a goodwill gesture.
• Late Delivery: If your order arrived significantly late but was ultimately delivered, a partial refund of the delivery fee or a discount code may be offered as compensation.
• Partially Customized Orders: If a customized order partially met your specifications but did not fully comply, a partial refund may be calculated based on the degree of non-compliance.

The determination of whether a full or partial refund is appropriate rests solely with Marcos, and we will make every effort to be fair and reasonable in our assessment.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available. However, we will make every effort to accommodate our customers in the following ways:

• Replacement Orders: In cases where an incorrect item was delivered, we may offer to send a replacement order at no additional charge, subject to availability and delivery logistics.
• Store Credit: In lieu of a monetary refund, customers may choose to receive store credit equivalent to the refund amount, which can be applied to future orders on marcos-food.top.
• Same-Day Replacements: For same-day delivery orders where an item was wrong or missing, we will attempt to send the correct item on the same day if operationally possible.

To request an exchange or replacement, please contact us using the information provided at the end of this policy within the timeframes specified in Section 2.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured as follows:

8.1 Cancellation Before Preparation

If you wish to cancel your order, you must do so before your order enters the food preparation stage. Orders cancelled at this stage are eligible for a full refund. To cancel, please contact us immediately at [email protected] with your order number.

8.2 Cancellation During Preparation

Once your order has entered the preparation stage, cancellations are generally not accepted. However, at our discretion, we may allow a cancellation with a partial refund to cover the cost of materials and labor already expended.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery of a dispatched order without cause, you will not be eligible for a refund.

8.4 Catering and Large Orders

For catering orders or large-volume orders, a separate cancellation notice period may apply as specified in your catering agreement or order confirmation. Typically, these orders require at least 48 to 72 hours notice for cancellation to receive a full refund. Cancellations made with less notice may be subject to a cancellation fee.

8.5 Marcos-Initiated Cancellations

In the event that we need to cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control, you will receive a full refund and we will notify you promptly via your provided contact information.

9. Dispute Resolution Process

We are committed to resolving any disputes in a fair, timely, and amicable manner. If you are dissatisfied with the outcome of a refund request, you may escalate the matter through the following steps:

1. Internal Escalation: Contact our customer service team and request that your case be escalated to a senior customer service representative or manager. Provide your original case or ticket number for reference.
2. Formal Written Complaint: Submit a formal written complaint to [email protected] with the subject line "Formal Dispute — [Your Order Number]." Our management team will review your case and respond within 5 business days.
3. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office. Customers in California may also contact the California Department of Consumer Affairs.
4. Chargeback Rights: You retain the right to contact your credit card issuer or bank to initiate a chargeback process if you believe you have been wrongfully charged. However, we encourage you to contact us first so we can resolve the matter directly.
5. Alternative Dispute Resolution (ADR): For disputes that cannot be resolved through the steps above, both parties agree to attempt resolution through a mutually agreed-upon mediator before pursuing legal action.

10. Consumer Rights Under Applicable Law

As a customer purchasing food products in the United States, you are protected by a number of federal and state consumer protection laws. These include but are not limited to:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Our refund practices comply with FTC guidelines.
• Food Safety Modernization Act (FSMA): We adhere to federal food safety standards to ensure the safety of all products we prepare and deliver.
• California Consumer Privacy Act (CCPA/CPRA): California residents have specific rights with respect to their personal data, including data collected during the order and refund process.
• State-Specific Consumer Protection Laws: Depending on your state of residence, additional consumer protection rights may apply. We encourage you to familiarize yourself with your state's consumer protection laws.

Nothing in this Refund Policy is intended to limit or override your statutory consumer rights under applicable law.

11. Changes to This Refund Policy

Marcos reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on our website at marcos-food.top with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please contact us using the information below. Our customer service team is ready to assist you:

When contacting us about a refund, please include your order number, contact details, a clear description of the issue, and any supporting photos or documentation to help us resolve your request as quickly as possible.

Our standard customer service hours are Monday through Friday, 9:00 AM to 6:00 PM (local time). We aim to respond to all refund inquiries within 1 business day of receipt.