2.1 Purpose
This Policy sets out the conditions applicable to cancellations, missing or incorrect products, damage, returns and refunds relating to purchases made on Mercadete.com.
2.2 Order cancellation
The customer may request the cancellation of an order as long as it has not reached a stage of processing, preparation, transportation or delivery at which it cannot reasonably be stopped. A cancellation request does not guarantee that the order can be cancelled. If cancellation is possible, Mercadete will process the applicable refund.
2.3 Out-of-stock or unavailable product
When a paid product becomes unavailable, Mercadete may offer an authorized substitution, refund the price of the product, adjust the order with the customer’s authorization or cancel the entire order where necessary.
2.4 Missing or incorrect products
If a delivery does not include one or more paid products, or the recipient receives a product materially different from the one purchased, the customer must report the issue within the period established for claims. Mercadete may request photographs of the product, packaging and label, and other reasonably necessary evidence.
2.5 Damaged, deteriorated or unsuitable products
If a product arrives materially damaged, deteriorated or in a condition that reasonably prevents its use or consumption, the customer must contact Mercadete within the established period. To assess the claim we may request photographs, video, the label, the batch number where applicable, a photograph of the packaging and a description of the problem.
2.6 Perishable products, food and hygiene products
For health, safety and quality-control reasons, certain products may not be eligible for physical return, including perishable or opened food, refrigerated or frozen products, opened personal hygiene products, items that have lost their safety seal and other goods that cannot reasonably be resold. This restriction does not prevent a valid claim for an incorrect, defective, damaged, expired or missing product.
2.7 Quality issues and personal preferences
Dissatisfaction based solely on personal preference, taste, perceived size or the manufacturer’s presentation will not necessarily entitle the customer to a refund where the delivered product substantially matches the published description. This does not affect claims for defects, damage, expiry, contamination or material non-conformity.
2.8 Incorrect address or inability to locate the recipient
The buyer is responsible for providing correct and complete information. If delivery cannot be completed because of incorrect information, inability to locate the recipient or another circumstance attributable to the customer, Mercadete will assess whether a new delivery is possible. Additional charges may apply where a second attempt is necessary.
2.9 Inability to deliver not attributable to the customer
When a delivery cannot be completed for circumstances not attributable to the customer, Mercadete will assess the circumstances and may provide, as applicable, a new delivery, a credit, a partial refund or a full refund, taking into account the nature of the products, reasonably incurred costs and the specific circumstances.
2.10 Cancellations for compliance, sanctions or export controls
Mercadete may suspend or cancel an order where necessary to comply with export controls, economic sanctions, fraud prevention or other legal obligations. If the transaction can lawfully be refunded and payment has already been received, Mercadete will process the corresponding refund.
2.11 Refund method and timing
Where possible, refunds will be processed to the original payment method. After Mercadete issues the refund, the date on which the funds appear in the customer’s account will also depend on their financial institution and the payment processor. Mercadete does not control the internal processing times of banks or card issuers.
2.12 Chargebacks and payment disputes
Before initiating a bank dispute or chargeback, we recommend contacting Mercadete so that we can investigate and resolve the issue. Fraudulent or abusive use of chargeback mechanisms may result in account restrictions. Nothing in this section removes the rights the customer has by law with respect to their financial institution.
2.13 Deadline for submitting claims
The customer must submit any claim for missing, damaged, deteriorated or materially incorrect products within twenty-four (24) hours after delivery. Claims submitted outside this period may not be eligible for a refund, credit or replacement, unless Mercadete reasonably determines otherwise in light of the circumstances of the case.
2.14 How to submit a claim
The claim must include the order number, the name of the buyer and the recipient, a description of the issue, the affected product and photographs where applicable. Mercadete may request additional information reasonably necessary to investigate the claim.
Customer Support email: support@mercadete.com
Telephone/WhatsApp: +1 (786) 391-7797