Refund Policy

At Marcos, customer satisfaction is our highest priority. We understand that issues can arise with food orders, and we are committed to resolving them fairly and promptly. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are granted, as well as the process for submitting a refund request.

Please read this policy carefully before placing an order through our website at new-marcos.rest or through any of our ordering channels. By placing an order with Marcos, you agree to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

Marcos will consider refund requests under the following circumstances. Not all requests will automatically qualify; each situation is reviewed on a case-by-case basis to ensure a fair outcome for our customers.

1.1 Qualifying Reasons for a Full Refund

• You received an order that was significantly different from what you ordered (wrong items delivered).
• Your order arrived in an inedible condition due to a food safety or quality issue caused on our end.
• Your order was never delivered and no proof of delivery was provided.
• You were charged more than once for the same order (duplicate charge).
• Your order was confirmed but could not be fulfilled by Marcos due to ingredient unavailability or operational issues.
• A technical error on our website or payment system resulted in an unintended charge.

1.2 Qualifying Reasons for a Partial Refund

• One or more items in your order were missing from the delivery.
• A portion of your order did not meet the described quality standards.
• You received a substituted item that you did not approve prior to delivery.
• Delivery was significantly delayed beyond our stated timeframe and the food quality was compromised as a result.

1.3 General Eligibility Requirements

• The refund request must be submitted within the applicable timeframe (see Section 2).
• The customer must provide sufficient evidence to support their claim (see Section 4).
• The issue must not have been caused by circumstances outside our control (see Section 3).

2. Timeframes for Refund Requests

To ensure that your refund request can be properly reviewed, it is important to contact us within the appropriate timeframe. Claims submitted after these windows may not be honored.

We strongly encourage customers to contact us as soon as possible after identifying an issue. Delayed reporting makes it difficult to verify claims and may affect the outcome of your request.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. By placing an order, you acknowledge and accept the following non-refundable conditions:

• Change of mind: Refunds will not be issued because you changed your mind after an order has been confirmed and preparation has begun.
• Incorrect delivery address: If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, no refund will be issued for the cost of the order or delivery fee.
• Customer unavailability: If a delivery attempt was made and the customer was unreachable or unavailable to accept the order, refunds will not be granted.
• Personal taste preferences: Refunds are not available based on personal taste preferences when the item was prepared correctly as described on the menu.
• Customization errors caused by the customer: If special instructions provided by the customer resulted in a substandard experience, this does not qualify for a refund.
• Delivery fees: Delivery charges are non-refundable unless the order was never delivered due to an error on our part.
• Promotional or discounted items: Items purchased using promotional codes or at heavily discounted prices may be subject to modified refund eligibility as stated at the time of purchase.
• Perishable food items that have been consumed: Once food has been consumed beyond a reasonable amount, the remaining portion is not eligible for a refund based on quality claims.
• Force majeure events: Delays or failures caused by circumstances beyond our control, including but not limited to severe weather, natural disasters, or civil unrest, are not eligible for refunds.

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

We have designed a straightforward process for submitting a refund request. Please follow the steps below to ensure your claim is handled as efficiently as possible.

Step 1: Gather Your Information

Before reaching out, please collect the following details:

• Your order number or confirmation number
• The date and time of your order
• Your full name and contact information used at checkout
• A clear description of the issue
• Photographic evidence where applicable (e.g., wrong item, damaged food, missing items)

Step 2: Contact Our Customer Support Team

Submit your refund request using one of the following methods:

• Email: [email protected]
• Website: new-marcos.rest (via our contact form)

In your message, please include all of the information listed in Step 1. The more detail you provide, the faster we can process your request.

Step 3: Await Acknowledgment

Upon receiving your refund request, our team will send you an acknowledgment within 1 business day. This acknowledgment will confirm that your request has been received and is under review.

Step 4: Review and Decision

Our customer support team will review your request, assess any provided evidence, and make a determination. You will be notified of the decision via email within 2–3 business days of acknowledgment.

Step 5: Refund Issuance

If your refund request is approved, the refund will be processed using the original payment method. Please refer to Section 5 for processing timeframes by payment method.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method. Please note that Marcos initiates the refund on our end, but the actual posting time is determined by your financial institution or payment provider.

6. Partial Refunds

In situations where only a portion of an order qualifies for a refund, Marcos will issue a partial refund corresponding to the value of the affected items. Partial refunds are calculated based on the menu price of the affected item(s), excluding any applicable delivery fees or promotional discounts already applied.

Conditions Under Which Partial Refunds May Apply:

• One item out of a multi-item order was missing or incorrect.
• A food item was partially consumed before a quality defect was discovered.
• A substitution was made for one item without prior customer approval.
• A side dish or add-on was missing from an otherwise complete order.

The determination of whether a full or partial refund is appropriate rests with the Marcos customer support team, based on a fair review of the evidence provided.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item and receiving a replacement) are handled differently from standard retail exchanges.

7.1 Replacement Orders

In cases where an incorrect item was delivered, Marcos may offer to send the correct item as a replacement, subject to availability, operational hours, and delivery feasibility. Replacement orders are offered at our discretion and are not guaranteed in all cases.

7.2 Store Credit as an Alternative

As an alternative to a monetary refund or a replacement, Marcos may offer store credit equivalent to the value of the affected item. Store credit can be applied to future orders placed through new-marcos.rest and does not expire within 12 months of issuance.

7.3 In-Store Exchange

For orders placed and picked up in person at our location, customers may speak with a team member at the time of pickup if there is an issue. Replacements may be arranged on the spot, subject to availability.

8. Cancellation Policy

Our ability to cancel an order depends on the stage of preparation at the time the cancellation request is received. Because food preparation begins quickly after an order is confirmed, cancellation windows are limited.

8.1 Cancellation Before Preparation Begins

If you cancel your order within 5 minutes of placing it and before preparation has commenced, you are eligible for a full refund. To cancel, contact us immediately at [email protected] or through our website.

8.2 Cancellation During Preparation

If preparation has already begun when the cancellation request is received, the order may still be cancelled, but a cancellation fee may apply. The cancellation fee will not exceed 50% of the order total. The remaining balance will be refunded to the original payment method.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. Please do not refuse the delivery, as this will not automatically result in a refund. Instead, contact our team to discuss the issue after delivery.

8.4 Cancellation by Marcos

In rare cases, Marcos may need to cancel an order due to ingredient unavailability, operational issues, or circumstances beyond our control. In such cases, you will receive a full refund to your original payment method, and we will notify you as soon as possible.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides an escalation process to ensure your concerns are addressed fairly.

9.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request a review by a senior member of our customer support team. To escalate, send an email to [email protected] with the subject line "Refund Dispute – [Your Order Number]" and include a detailed explanation of why you disagree with the initial decision.

We will respond to escalated disputes within 5 business days.

9.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable consumer protection laws in the United States, you have the right to dispute a charge with your credit card issuer if you believe it was unauthorized or incorrect. We encourage you to contact us first to resolve the matter directly, as this is typically faster and simpler than a formal chargeback process.

9.3 Consumer Protection Resources

As a consumer in the United States, you may also contact the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Marcos operates. Any disputes arising from this policy shall be subject to the jurisdiction of the applicable courts in our operating state.

10. Contact Information for Refund Requests

Our customer support team is here to help. If you have any questions about this Refund Policy or would like to submit a refund request, please reach out to us using the contact details below.

When contacting us, please include your order number, a description of the issue, and any supporting evidence (such as photos) to help us resolve your request as quickly as possible.

11. Changes to This Refund Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page at new-marcos.rest with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

If we make material changes to this policy that significantly affect your rights as a customer, we will make reasonable efforts to notify you, such as by posting a notice on our website or sending an email to customers who have accounts with us.

This Refund Policy was last updated on July 4, 2026 and applies to all orders placed through new-marcos.rest and at Marcos locations. For questions, contact us at [email protected].