Returns & Refund Policy

At MMERCADOR, we are committed to delivering high-quality Brazilian food products with safety, transparency, and exceptional service. Because many of our products are perishable and governed by strict food-safety regulations, our Return & Refund Policy follows U.S. federal and state laws applicable to food products sold online.
Please read this policy carefully before placing your order.

1. Non-Returnable Items (Perishable & Restricted Goods)
Due to FDA food-safety regulations, perishable food items cannot be returned. This includes, but is not limited to:
* Refrigerated or frozen foods
* Products requiring temperature control
* Fresh goods
* Opened or partially consumed items
* Products with broken seals or altered packaging
For health and safety reasons, we cannot accept returns of perishable merchandise, even if unopened.

2. Incorrect, Damaged, or Defective Products
If you receive a product that is:
* Incorrect
* Damaged in transit
* Defective
* Missing from your order
you must notify us within 48 hours of delivery.

To process a claim, please provide:
1. Order number
2. Photos of the product and packaging
3. Description of the issue
If approved, MMERCADOR will, at our discretion:
* Replace the item,
* Issue a store credit, or
* Provide a refund to the original payment method.
Claims submitted after the 48-hour window may not be eligible for compensation.

3. Refund Eligibility
Refunds may be issued in the following cases:
* The product arrives damaged or unusable
* You received an item different from what you purchased
* A shipping carrier error results in non-delivery
* A product is out of stock at the time of fulfillment
* Cancellation is requested before the order ships
Refunds will not be issued for:
* Customer errors (wrong address, missed deliveries, refusal of delivery)
* Products damaged due to improper handling after delivery
* Delays caused by weather, carrier interruptions, or uncontrollable circumstances
* Dissatisfaction with taste, texture, or ingredient preferences
* Orders already shipped or in transit

4. Order Cancellation
Orders can be cancelled only before they are processed or shipped.
Once an order enters fulfillment or is handed to the carrier, it cannot be cancelled or refunded.

5. Shipping Issues (Delays, Lost Packages, Incorrect Address)
5.1. Delays
Shipping delays may occur due to carrier volume, weather, or other logistical factors. MMERCADOR is not responsible for delays outside our control and cannot refund shipping costs for such events.
5.2. Lost Packages
If a package is lost in transit, we will open a claim with the carrier. Refunds or replacements will be issued only after the carrier confirms the loss.
5.3. Incorrect or Incomplete Addresses
The customer is fully responsible for providing accurate shipping information. MMERCADOR cannot refund or replace orders shipped to incorrect addresses provided at checkout.

6. Temperature-Sensitive Shipments
Many of our products require insulation, ice packs, or expedited shipping. If a customer selects a slower shipping method than recommended for temperature-sensitive goods:
* MMERCADOR is not responsible for spoilage caused by extended transit time
* Refunds will not be granted for products damaged due to improper shipping selection

7. Refund Processing Time
Once a refund is approved, it may take:
* 3–5 business days for MMERCADOR to process internally
* 5–10 business days for your bank or card issuer to complete the posting
Refunds will be issued only to the original form of payment.

8. How to Contact Us
To submit a return, refund, or delivery claim, contact us at:
Email: info@mmercador.com