Return, Refund and Exchange Policy

Last Updated: August 10, 2026

This Return, Refund and Exchange Policy applies to all purchases made through El Mercadito en Línea and establishes the conditions under which returns, replacements, refunds, and exchanges may be considered.

By placing an order through our website, you acknowledge that you have read, understood, and agreed to this policy.

1. All Sales of Perishable Products Are Final

All sales of perishable products are final and are not eligible for return, exchange, or refund.

For health, safety, sanitation, and product-quality reasons, we do not accept returns or exchanges of fresh, refrigerated, frozen, perishable, prepared, or temperature-sensitive products.

This includes, but is not limited to:

• Fresh foods.
• Refrigerated products.
• Frozen products.
• Meat and poultry.
• Seafood.
• Dairy products.
• Fresh produce.
• Prepared foods.
• Temperature-sensitive products.
• Other products identified as perishable.

Once a perishable product has been delivered or made available for pickup, it cannot be returned for a refund merely because the customer changed their mind, ordered the wrong item, ordered the wrong quantity, or no longer wants the product.

2. Opened Products Are Final Sale

Any product that has been opened, unsealed, used, consumed, altered, or tampered with is final sale.

For health and safety reasons, we cannot accept products that have been opened or otherwise handled by the customer.

This policy applies even if the customer subsequently decides that they do not want the product or are dissatisfied with the product after opening it.

3. Non-Perishable and Unopened Products

Returns of eligible non-perishable products may be considered only when the product is completely unopened, unused, undamaged, and in its original packaging.

A return is not automatically authorized simply because a product is non-perishable. Customers must obtain prior authorization from El Mercadito en Línea before sending any product back.

Any product returned without authorization may be refused and may not qualify for a refund or replacement.

4. Customer Errors

We are not responsible for returns or refunds resulting from customer errors, including:

• Ordering the wrong product.
• Ordering the wrong size or quantity.
• Entering an incorrect shipping address.
• Providing incomplete delivery information.
• Failing to be available to receive the order.
• Failing to retrieve an order when required.
• Changing one’s mind after placing an order.
• Deciding that the product is no longer wanted.
• Failure to review the product description before purchasing.

Customer errors do not create an automatic right to cancel, return, exchange, or receive a refund.

5. Damaged or Incorrect Orders

If you receive an order that appears to have been damaged during delivery, contains an incorrect product, or has a significant issue attributable to El Mercadito en Línea, you must contact us within 24 hours of delivery.

Claims must include sufficient information for us to investigate the matter and may require:

• Order number.
• Name of the customer.
• Date of delivery.
• Description of the problem.
• Photographs of the product.
• Photographs of the packaging.
• Photographs showing any visible damage.

Do not discard the product or packaging before contacting us.

Failure to report a problem within the required period may prevent us from being able to investigate or resolve the claim.

6. Product Quality Claims

If you believe a product has a quality issue, contact us as soon as possible after delivery.

Because many of our products are perishable or temperature-sensitive, we may need to evaluate the circumstances surrounding the delivery, storage, handling, and condition of the product.

A quality complaint does not automatically result in a refund or replacement. Each claim will be reviewed individually.

7. Refunds

When a refund is approved, it will generally be issued to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.

Processing times may vary depending on the payment provider or financial institution.

A refund approval does not necessarily mean that the funds will immediately appear in the customer’s account.

8. Shipping Fees

Shipping and delivery charges are generally non-refundable unless the refund is required due to an error attributable to El Mercadito en Línea or otherwise required by applicable law.

Additional shipping costs resulting from incorrect addresses, failed deliveries, refused deliveries, or other customer-related circumstances may be the responsibility of the customer.

9. Cancellation of Orders

Customers may request cancellation of an order by contacting us as soon as possible after placing the order.

Cancellation is not guaranteed. Once an order has entered processing, been prepared, packed, shipped, or otherwise fulfilled, it may no longer be possible to cancel it.

Perishable orders may be processed quickly and therefore may not be eligible for cancellation once preparation has begun.

10. Unauthorized Returns

Do not send products back without first receiving authorization from El Mercadito en Línea.

Unauthorized returns may be refused, returned to the customer at the customer’s expense, or otherwise handled in accordance with applicable law.

El Mercadito en Línea is not responsible for products sent to us without prior authorization.

11. How to Request Assistance

For questions regarding an order, damaged products, incorrect products, or an eligible return request, contact us:

Phone: +1 617-888-2615
Email: sales@elmercaditoenlinea.com
Additional Email: sales@copanfoods.net

Claims for damaged, incorrect, or defective orders should be submitted within 24 hours of delivery.

12. Review of Claims

All claims are subject to review. We may request additional information, photographs, documentation, or other evidence reasonably necessary to evaluate a claim.

Submitting a claim does not guarantee a refund, replacement, exchange, credit, or other compensation.

The final determination will be made after reviewing the circumstances, available evidence, and applicable law.

13. No Returns for Change of Mind

We do not accept returns or issue refunds simply because a customer changes their mind after purchasing a product.

This includes situations where the customer decides that they do not need the product, does not like the product after opening it, purchased the product accidentally, or otherwise no longer wishes to keep the product.

14. Legal Rights

This policy is intended to establish the terms under which El Mercadito en Línea handles returns, refunds, and exchanges.

Nothing in this policy is intended to waive, restrict, or eliminate any consumer rights or remedies that cannot legally be excluded or limited under applicable federal, state, or local law.

15. Policy Changes

El Mercadito en Línea reserves the right to modify this Return, Refund and Exchange Policy at any time.

Changes will be posted on this page and will become effective when published unless otherwise stated.

16. Contact Information

El Mercadito en Línea

Phone: +1 617-888-2615
Address: 155 Market St, Bay 13, Everett, MA 02149

Email: sales@elmercaditoenlinea.com
Additional Email: sales@copanfoods.net

Website: elmercaditoenlinea.com