Store Policies

At Mercazona, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions that apply to returns, refunds, damaged or incorrect items, and order cancellations.

Return Window

We accept eligible returns requested within 30 days after delivery. To start a return, email support@mercasagt.com with your name, order number, item(s) you wish to return, and the reason for the return. Please wait for return instructions before sending any product back.

Return Eligibility

The item must be unused and in substantially the same condition in which it was received.

The item should include its original packaging, tags, accessories, manuals, and components, when applicable.

Proof of purchase or the order number may be required.

Items returned without prior authorization or outside the return window may not be accepted.

Non-Returnable Items

For health, safety, hygiene, or product-integrity reasons, the following items may be non-returnable unless they arrived damaged, defective, or incorrect:

Opened, used, or perishable food and beverage products.

Opened personal-care, hygiene, beauty, or health-related products.

Gift cards and downloadable/digital products, if offered.

Items marked Final Sale or Non-Returnable before purchase.

Products damaged, altered, washed, assembled incorrectly, or materially used after delivery.

Damaged, Defective, Missing, or Incorrect Items

Please inspect your order promptly after delivery. If an item is damaged, defective, missing from the shipment, or different from what you ordered, email support@mercasagt.com within 7 days of delivery. Include your order number and clear photos of the product, packaging, and shipping label when applicable. After review, we may offer a replacement, refund, or other appropriate resolution.

Return Shipping

For returns based on a change of mind, ordering the wrong item, or no longer wanting the product, the customer is generally responsible for return shipping costs. If the return is caused by our error or an item arrives damaged, defective, or incorrect, Mercazona will provide instructions and, when appropriate, cover reasonable return shipping costs. Original shipping charges are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

Refunds

After we receive and inspect an eligible return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Please allow approximately 5-10 business days after the refund is issued for your bank or payment provider to post the credit. Processing times are controlled by the financial institution and may vary.

Exchanges

Direct exchanges are not guaranteed. Depending on availability, we may arrange a replacement or ask you to return the original item and place a new order.

Cancellations

You may request cancellation within 30 minutes after placing your order by emailing support@mercasagt.com. Cancellation requests received within this 30-minute window will be honored if the order has not already shipped. After 30 minutes, you may still request cancellation, but approval is not guaranteed because processing or fulfillment may have begun. Once an order has shipped, it cannot be canceled and the applicable return process will apply.

Return Address

Do not send returns to any address without authorization. The correct return address and instructions will be provided by email after the return request is reviewed.

Mercazona processes and ships orders to eligible U.S. destinations shown at checkout. Available shipping methods, charges, and estimated delivery times are displayed during checkout when applicable.

Processing Times

Orders are generally processed within 1-3 business days, excluding weekends and U.S. federal holidays. We maintain a reasonable basis for the shipment times stated at checkout or on the website. If we cannot ship within the promised time, we will notify you of the delay and provide the options required by applicable law, which may include consenting to a revised shipment date or canceling the unshipped order for a prompt refund. If no shipment time is stated, applicable federal law generally requires a reasonable basis to expect shipment within 30 days.

Delivery Estimates

Delivery dates are estimates, not guarantees. Carrier delays, weather, incorrect addresses, security restrictions, and other events may affect delivery.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address. If you notice an error, contact support@mercasagt.com immediately. We cannot guarantee address changes after an order has entered processing or shipment.

Tracking and Delivery Issues

When tracking is available, it may be sent by email or displayed in your order information. If tracking shows delivered but you cannot locate the package, check the delivery area, household members, neighbors when appropriate, and the carrier's tracking information. Then contact us at support@mercasagt.com so we can review the issue.

Lost or Damaged Shipments

If a shipment appears lost or arrives damaged, contact us promptly. We may need photographs, packaging, tracking information, or other documentation to investigate with the carrier. Resolutions depend on the circumstances and applicable carrier procedures.

Shipping Restrictions

Some products may be subject to carrier, geographic, hazardous-material, or other shipping restrictions. We reserve the right to cancel and refund an order that cannot legally or reasonably be shipped to the destination provided.

This Privacy Policy describes how Mercazona, operated by MERCASA GLOBAL TRADE LLC, may collect, use, disclose, and protect information when you visit our website, place an order, contact us, or otherwise use our services.

Information We May Collect

Contact information, such as your name, email address, telephone number, billing address, and shipping address.

Order and transaction information, including products purchased, order history, payment status, returns, and refunds.

Payment information processed by our payment service providers. We may not directly store complete payment-card details.

Technical and usage information, such as IP address, device/browser information, cookies, website activity, and similar data.

Communications you send to us, including customer-service and return requests.

How We Use Information

To process, fulfill, ship, and manage orders.

To provide customer service and handle returns, refunds, disputes, and inquiries.

To process payments and help prevent fraud or misuse.

To operate, maintain, secure, and improve our website and services.

To send transactional communications and, where permitted and selected by you, marketing communications.

To comply with legal, tax, accounting, security, and regulatory obligations.

How Information May Be Shared

We may share information as reasonably necessary with service providers that help us operate our business, such as payment processors, website/e-commerce providers, shipping carriers, analytics providers, customer-service providers, and professional advisers. We may also disclose information when required by law, to protect rights and security, or in connection with a business transaction. We do not sell personal information for money as part of our ordinary retail operations.

Cookies and Similar Technologies

Our website and service providers may use cookies and similar technologies for essential site functions, preferences, analytics, security, and, where enabled, advertising. Your browser or website consent tools may allow you to control certain cookies.

Data Retention and Security

We retain information for as long as reasonably necessary for the purposes described in this policy, including legal, tax, fraud-prevention, and recordkeeping needs. We use reasonable administrative and technical safeguards, but no internet transmission or storage method can be guaranteed to be completely secure.

Your Privacy Choices

Depending on where you live and applicable law, you may have rights concerning your personal information, including rights to access, correct, delete, or obtain a copy of certain personal data and, where applicable, to opt out of targeted advertising, the sale of personal data, or certain profiling. To submit a privacy request, contact support@mercasagt.com. We may need to verify your identity. Where the Texas Data Privacy and Security Act applies, we will respond without undue delay and generally within 45 days as required by law. If we deny a request, our response will explain the reason and, where applicable, how to appeal the decision. We do not sell sensitive personal data as part of our ordinary retail operations.

Children's Privacy

Mercazona is not intended for children under 13, and we do not knowingly collect personal information from children under 13 through the store. If you believe a child has provided personal information to us, contact us.

Third-Party Services and Links

Our website may use or link to third-party services. Their privacy practices are governed by their own policies, and Mercazona is not responsible for third-party privacy practices.

Policy Changes

We may update this Privacy Policy from time to time. The revised version will be posted with an updated 'Last updated' date.

These Terms & Conditions govern your use of the Mercazona website and purchases from Mercazona. By using the website or placing an order, you agree to these terms to the extent permitted by applicable law.

Store Operator

The online store presented as Mercazona is operated by MERCASA GLOBAL TRADE LLC, a Texas limited liability company.

Eligibility and Acceptable Use

You agree to use the website only for lawful purposes and not to interfere with its security, operation, or other users. You may not use false information, engage in fraud, attempt unauthorized access, or misuse store content.

Product Information

We make reasonable efforts to display product descriptions, images, availability, and other information accurately. Colors and appearance may vary by device, and manufacturers may change packaging or product details. If a material error affects an order, we may contact you, correct the information, or cancel and refund the affected item as appropriate.

Prices and Payment

Prices are shown in U.S. dollars unless otherwise stated and may change without notice. Applicable taxes, shipping charges, and other disclosed fees may be added at checkout. Orders are subject to payment authorization and acceptance. Applicable sales and use taxes will be collected when required by law.

Order Acceptance and Cancellation

An order confirmation does not necessarily mean that an order has been finally accepted. We may decline or cancel an order for reasons such as payment problems, suspected fraud, inventory errors, pricing or listing errors, shipping restrictions, or legal requirements. If we cancel an order after payment has been captured, the applicable amount will be refunded.

Returns and Refunds

Returns, refunds, exchanges, and cancellations are governed by our Return & Refund Policy, which forms part of these Terms & Conditions.

Intellectual Property

Unless otherwise indicated, original website content, text, graphics, layout, and other original materials created by or for MERCASA GLOBAL TRADE LLC are owned by or licensed to MERCASA GLOBAL TRADE LLC and may be protected by applicable intellectual-property laws. This policy does not represent that the name “Mercazona” is a registered trademark or other registered intellectual property of MERCASA GLOBAL TRADE LLC. Third-party trademarks, brand names, product names, images, and other third-party materials belong to their respective owners and are used only as permitted by law.

Disclaimer and Limitation

To the maximum extent permitted by applicable law, the website and services are provided on an 'as available' basis. Nothing in these terms excludes rights or remedies that cannot legally be excluded. MERCASA GLOBAL TRADE LLC is not responsible for indirect or consequential losses to the extent such limitations are permitted by law.

Governing Law

These terms are governed by applicable federal law and the laws of the State of Texas, without limiting any mandatory consumer rights that may apply.

Changes to These Terms

We may update these Terms & Conditions from time to time. The version posted on the website at the time of use or purchase will apply as permitted by law.

For questions about orders, shipping, cancellations, returns, refunds, damaged or incorrect products, privacy requests, or other customer-service matters, contact us at support@mercasagt.com.

When contacting us about an order, include your full name, order number, and a brief description of the issue. For damaged or incorrect items, attach clear photographs when applicable. Please do not email full credit-card numbers, passwords, Social Security numbers, or other unnecessary sensitive information.