Refund Policy

At Marcos, we are committed to providing our customers with the highest quality food products and dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. Please read this policy carefully before placing any order.

1. Overview and Commitment

Marcos strives to ensure complete customer satisfaction with every order placed through our website, marcos-food.click, or through any other sales channel. If you are not entirely satisfied with your purchase, we are here to help. This policy governs all refund, return, exchange, and cancellation requests made by customers who have purchased food products or services from Marcos.

Our refund policy is designed to be fair, transparent, and consistent with the standards set by U.S. consumer protection laws. We encourage all customers to review this document thoroughly so they understand the process and expectations before making a purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The request must be made within the applicable timeframe described in Section 3 of this policy.
• The item or order must have been purchased directly through marcos-food.click or an authorized Marcos sales channel.
• The issue reported must be verifiable, such as incorrect items delivered, missing items, food quality concerns, or food safety issues.
• The customer must provide valid proof of purchase, including an order confirmation number or receipt.
• For perishable food items, the customer must report the issue promptly, as food products are time-sensitive in nature.
• Refund requests submitted in bad faith, or where there is evidence of abuse of the refund process, may be denied at the sole discretion of Marcos.

3. Timeframes for Refund Requests

We have established the following timeframes for submitting refund requests, depending on the type of issue:

Requests submitted after the applicable timeframe may not be honored. Marcos reserves the right to make exceptions on a case-by-case basis, particularly in circumstances involving health or safety concerns.

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

To request a refund from Marcos, please follow these steps carefully:

1. Gather Your Information: Before contacting us, collect your order confirmation number, the email address used to place the order, the date of purchase, and any photos or documentation of the issue (e.g., photos of incorrect or damaged food items).
2. Contact Us: Reach out to our customer support team via email at [email protected]. In your message, include the subject line "Refund Request – [Your Order Number]."
3. Describe the Issue: Provide a detailed description of the problem, including what you ordered, what you received, and why you are requesting a refund. Attach any relevant photos or documentation.
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days. We may ask for additional information to verify your claim.
5. Review and Decision: Once we have reviewed your request and any supporting documentation, we will notify you of our decision — whether a full refund, partial refund, or store credit will be issued.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes outlined in Section 7 of this policy.

5. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances, except where required by applicable law. These include:

• Consumed food items: If a significant portion of the food item has been consumed and the complaint is not related to a health or safety concern, we reserve the right to deny the refund.
• Gift cards and promotional credits: All gift card purchases and promotional credits are final and non-refundable. They cannot be exchanged for cash.
• Delivery fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Service charges and tips: These charges are non-refundable once an order has been accepted and processed.
• Customized or special orders: Orders that have been specially prepared according to custom instructions and specifications may not be eligible for a full refund once preparation has begun.
• Promotional or discounted items: Items purchased at a discount during a limited promotional period may have restricted refund eligibility.
• Catering services already rendered: Once a catering service or event order has been fulfilled, it is non-refundable except in cases of verified food quality or safety issues.

6. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply in the following scenarios:

• Only a portion of an order was incorrect, missing, or unsatisfactory.
• A food item was partially consumed before a quality issue was identified.
• The order was delivered late but was eventually received and accepted by the customer.
• A catering or bulk order had partial fulfillment issues.
• The customer partially used a service or product that is otherwise non-refundable.

The amount of a partial refund will be determined at the discretion of Marcos based on the specific circumstances and the extent of the issue reported. We will communicate the amount clearly to the customer before processing.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that these are estimated timeframes. Actual processing times may vary depending on your financial institution. Marcos is not responsible for delays caused by banks or payment processors. If you have not received your refund within the stated timeframe, please contact your bank first, and then reach out to us at [email protected] if the issue persists.

8. Exchange Policy

Due to the perishable nature of food products, Marcos does not typically offer traditional product exchanges. However, we understand that errors happen, and we are committed to making things right. Our exchange-equivalent process works as follows:

• Incorrect Item Received: If you received an item different from what you ordered, we will either re-prepare and redeliver the correct item (subject to availability and delivery area) or issue a full refund for the incorrect item.
• Allergic Reaction Concern: If you received an item containing an allergen that was not disclosed or that you specifically requested to be excluded, please contact us immediately. We take food allergy concerns extremely seriously and will work with you to resolve the issue promptly, which may include a full refund and/or redelivery.
• Non-Food Products or Merchandise: If Marcos sells branded merchandise or non-perishable items, these may be eligible for an exchange within 14 days of purchase, provided the item is unused and in its original packaging.

All exchange requests must be initiated through our customer support email at [email protected] and are subject to review and approval.

9. Cancellation Policy

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

9.1 Standard Orders

Standard food orders may be cancelled for a full refund if the cancellation request is submitted before the order enters the preparation stage. Once the kitchen has begun preparing your order, cancellation may not be possible, or a cancellation fee may apply.

• Before preparation begins: Full refund available.
• During preparation: Partial refund or store credit may be offered at our discretion.
• After preparation/dispatched for delivery: No cancellation or refund available.

9.2 Pre-Orders and Scheduled Orders

Pre-orders and orders scheduled for a future date or time may be cancelled for a full refund if the cancellation is made at least 24 hours before the scheduled delivery or pickup time. Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total.

9.3 Catering Orders

Catering and large event orders require a longer notice period for cancellations:

• More than 72 hours in advance: Full refund, minus any non-recoverable ingredient costs already incurred.
• 24–72 hours in advance: 50% refund of the total order value.
• Less than 24 hours in advance: No refund available.

9.4 How to Cancel an Order

To cancel an order, contact us as soon as possible via email at [email protected] with your order number and the reason for cancellation. We will confirm whether your order is eligible for cancellation and advise you on the applicable refund or credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides a structured dispute resolution process to ensure that all concerns are addressed fairly and efficiently.

10.1 Internal Review

If your initial refund request has been denied or you disagree with the decision, you may escalate the matter by sending a detailed written appeal to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Our management team will review your appeal within 5 business days and provide a final decision.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe a charge was made in error or if a legitimate refund was not processed. Under the Fair Credit Billing Act (FCBA), credit card holders may dispute billing errors within 60 days of the statement date on which the error appeared. We encourage you to contact us first before initiating a chargeback, as we can often resolve issues more quickly through direct communication.

10.3 Third-Party Mediation

If a dispute cannot be resolved through our internal process, both parties agree to attempt resolution through good-faith negotiation. If negotiation fails, disputes may be submitted to a neutral third-party mediator before pursuing further legal action.

10.4 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's consumer protection office.

11. Food Safety and Health-Related Refunds

Marcos takes food safety extremely seriously. If you believe that a food item you received caused illness or presented a health risk, please:

1. Seek medical attention immediately if needed.
2. Preserve the food item and any packaging if possible, as it may be needed for investigation.
3. Contact us immediately at [email protected] with a description of the concern.
4. Report the incident to your local health department if you believe there is a broader public health concern.

Refunds related to food safety or health incidents will be given the highest priority and processed as quickly as possible. We may also conduct an internal investigation in coordination with our food safety protocols and, if applicable, cooperate with local health authorities.

12. Policy Amendments

Marcos reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting on our website at marcos-food.click. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or need to submit a refund request, please contact our customer support team using the information below:

When contacting us, please have the following information ready to help us assist you more efficiently:

• Your full name
• Your order confirmation number
• The email address associated with your order
• A clear description of the issue
• Any supporting photos or documentation

This policy was last updated on May 20, 2026. Thank you for choosing Marcos. We value your business and are dedicated to ensuring your complete satisfaction.