Refund Policy

Effective Date: July 1, 2026

1. Introduction

At Marcos, we are committed to delivering fresh, high-quality food products and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to make the resolution process as straightforward and fair as possible. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and disputes for purchases made through our website at new-marcos.click.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. If you are a resident of California, additional rights may apply to you under the California Consumer Protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The order was placed directly through our official website at new-marcos.click.
• The refund request is submitted within the applicable timeframe specified in Section 3 of this policy.
• The issue reported falls within one of the qualifying categories listed below.
• You must provide valid proof of purchase, such as your order confirmation number or email receipt.

2.1 Qualifying Reasons for a Refund

We will consider refund requests under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food received was spoiled, contaminated, or clearly unfit for consumption upon delivery.
• Significant Delivery Delay: Your order was delivered beyond the estimated delivery window communicated at checkout, rendering the food unsatisfactory.
• Damaged Items: Food packaging was severely damaged during transit, affecting the quality or safety of the product.
• Unauthorized Charge: A payment was processed on your account without your authorization.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. The following timeframes apply:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Food items that have been partially or fully consumed, unless a quality issue was identified before consumption.
• Orders where the customer provided an incorrect delivery address.
• Orders where the customer was unavailable to receive delivery after multiple contact attempts.
• Customized or special-request menu items prepared specifically per the customer's instructions.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Delivery fees, service fees, and applicable taxes, unless the entire order qualifies for a full refund.
• Orders affected by circumstances beyond our control, including natural disasters, severe weather events, or government-mandated restrictions.
• Dissatisfaction based purely on personal taste preferences, provided the item was correctly prepared as ordered.

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

Follow the steps below to submit a refund request with Marcos:

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Marcos, the time it takes to reach your account depends on your original payment method:

Please note that these timeframes begin from the date Marcos initiates the refund. Delays caused by your financial institution or payment processor are beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some circumstances, Marcos may issue a partial refund rather than a full refund. Partial refunds may be applied in the following situations:

• Only a portion of your order was affected by an issue (e.g., one item out of several was incorrect or missing).
• The food quality issue pertained to a specific component of a meal rather than the entire order.
• A delivery delay only partially impacted the order's usability or quality.
• A promotional discount or coupon was applied to the order, and the refund amount will reflect the actual amount paid for the affected items.

The amount of any partial refund will be clearly communicated to you in our decision notification email. If you disagree with the partial refund amount, you may escalate your concern through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not possible once an order has been delivered. However, if you received an incorrect item, we may, at our discretion, offer one of the following resolutions:

• Replacement Order: We will prepare and deliver the correct item to you at no additional charge, subject to availability and operational hours.
• Store Credit: We will issue store credit equivalent to the value of the incorrect item, which you can use toward a future order on new-marcos.click.
• Monetary Refund: A full or partial refund for the affected item will be processed to your original payment method.

The resolution offered will depend on the specific circumstances of your case, your location, and operational feasibility at the time of the request. Our customer support team will work with you to find the most appropriate solution.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through new-marcos.click:

9.1 Cancellations Before Order Preparation Begins

You may cancel your order without charge if the cancellation is made within 5 minutes of placing your order and before our kitchen has begun preparing your items. In this case, a full refund will be issued to your original payment method.

9.2 Cancellations After Order Preparation Has Begun

Once our kitchen has started preparing your order, cancellations are generally not accepted, as food items are perishable and preparation involves dedicated resources. In exceptional circumstances, our management team may review the situation at their discretion.

9.3 Cancellations Due to Marcos Operational Issues

If Marcos is unable to fulfill your order due to operational reasons, including but not limited to, ingredient unavailability, technical failures, or service disruptions, we will promptly notify you and issue a full refund to your original payment method.

9.4 Scheduled or Pre-Orders

For scheduled or pre-orders, cancellations must be submitted at least 2 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made after this window may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Escalation

You may request that your case be escalated to our management team by clearly indicating this in your email to [email protected]. Please include your original request details, your order confirmation number, and a clear explanation of why you believe the initial decision was incorrect. Our management team will review your escalation and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly or have not received the goods or services paid for. We encourage you to attempt to resolve the matter directly with Marcos before initiating a chargeback, as we are committed to reaching a fair resolution.

10.3 Federal and State Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office: Contact information varies by state.

California residents may also have additional rights and recourse under the California Consumer Privacy Act (CCPA/CPRA) and applicable state consumer protection statutes.

11. Policy Updates

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at new-marcos.click with an updated effective date. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of our current practices.

12. Contact Information for Refund Requests

For all refund inquiries, questions, or concerns, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern promptly and fairly.

This Refund Policy was last updated on July 1, 2026. Thank you for choosing Marcos. We value your business and are committed to your satisfaction.