Refund Policy

Effective Date: June 3, 2026 | Last Updated: June 3, 2026

1. Introduction

At Marcos, customer satisfaction is our top priority. We understand that situations may arise where a refund or exchange is necessary, and we are committed to resolving any issues in a fair, timely, and transparent manner. This Refund Policy governs all purchases made through our website pizzamarcos.click and outlines the conditions under which refunds, partial refunds, exchanges, and cancellations will be processed.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and any applicable state-level regulations. We encourage all customers to review this policy thoroughly and contact us with any questions before placing an order.

2. Eligibility Conditions for Refunds

Marcos will consider refund requests under the following eligible circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food you received was significantly below acceptable quality standards — for example, the food was undercooked, spoiled, or inedible upon delivery.
• Order Not Delivered: You placed an order for delivery, and the order never arrived despite a confirmed order receipt from Marcos.
• Significant Delay: Your order was delivered significantly beyond the estimated delivery time, causing the food to be unsuitable for consumption.
• Unauthorized Transaction: A charge was processed on your payment method without your knowledge or consent.
• Duplicate Charge: You were charged more than once for the same order.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide proof of purchase (order confirmation number, receipt, or transaction ID).
• For quality-related claims, photographic or video evidence of the issue may be required.
• The issue must not be due to circumstances outside Marcos's control (e.g., incorrect delivery address provided by the customer).

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes listed below. Requests made outside these windows may not be considered.

We strongly encourage customers to inspect their orders immediately upon receipt. Delayed reporting significantly reduces our ability to investigate and resolve your issue effectively.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable categories carefully:

• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it has been prepared or delivered.
• Consumed Food: If a significant portion of the food item has been consumed, it will not be eligible for a refund unless a legitimate quality issue is identified.
• Customization Errors by Customer: If the order was prepared exactly as specified by the customer, but the customer is dissatisfied with their own customization choices, this is not eligible for a refund.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through no fault of the customer.
• Tips and Gratuities: Any tips or gratuities applied to orders are non-refundable.
• Promotional or Discounted Items: Items purchased at a promotional discount may only be eligible for partial refunds based on the actual amount paid.
• Gift Cards and Store Credits: Purchases of gift cards or digital store credits are non-refundable and non-exchangeable for cash.

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

To initiate a refund request with Marcos, please follow the steps below:

1. Gather Your Information: Before reaching out, collect the following:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of your order
   • Description of the issue
   • Photographs or videos (if applicable for quality-related claims)
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizzamarcos.click
3. Submit Your Request: In your message, clearly describe the issue and attach any supporting evidence (photos, screenshots of your order confirmation, etc.).
4. Await Confirmation: Our customer support team will acknowledge your request within 1 business day and begin reviewing your case.
5. Review and Decision: Our team will evaluate your request and communicate a decision within 3 to 5 business days of receiving your initial submission.
6. Refund Processing: If your refund is approved, it will be processed according to the timeframes listed in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will depend on your original payment method. Please refer to the table below for estimated timelines:

Please be aware that while we process refunds promptly on our end, your financial institution or payment processor may require additional time to reflect the credited amount in your account. Marcos is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Partial Order Issues: Only a portion of your order was incorrect, missing, or below quality standards. In this case, the refund will reflect only the value of the affected items.
• Partially Consumed Food: If a food quality issue is identified after a portion of the item has been consumed, a partial refund may be offered at our discretion.
• Promotional Orders: If a discount or promotional code was applied to your order, any applicable refund will be calculated based on the amount actually paid, not the full retail value of the items.
• Delivery Delays: In cases of significant delays where the food arrived late but was still of acceptable quality, a partial refund or store credit may be offered as a goodwill gesture.

The determination of whether a full or partial refund is appropriate is made at the sole discretion of the Marcos customer support team, based on the evidence provided and the nature of the issue.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all orders placed through pizzamarcos.click:

8.1 Online Orders

• Before Preparation Begins: If you contact us before your order has entered the preparation stage, your order may be cancelled and a full refund will be issued.
• After Preparation Has Begun: Once your order has been confirmed and is being prepared, cancellations are generally not possible. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

8.2 In-Store Orders

In-store orders that have been submitted to our kitchen cannot be cancelled. Please ensure your order is accurate before submission.

8.3 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders may be cancelled with a full refund if the cancellation request is submitted at least 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund.

9. Exchange Policy

Due to the perishable and time-sensitive nature of food products, exchanges are handled on a case-by-case basis. In general, our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will make every effort to correct your order by sending the correct item, subject to availability and operational feasibility. If a replacement is not possible, a full refund will be issued for the affected item.
• Quality Issues: If a food item does not meet quality standards, we may offer a replacement item (subject to availability) or issue a refund for the affected item.
• Store Credit Option: In some cases, customers may be offered store credit as an alternative to a cash refund or replacement. Store credits can be applied to future orders at pizzamarcos.click.

Exchanges are not available for items that have been consumed, items returned due to customer preference changes, or items that do not fall within our refund eligibility criteria.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, you may follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may escalate the matter by:

1. Sending a written escalation request to [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]"
2. Providing a clear explanation of why you disagree with the initial decision and any additional supporting evidence.
3. Our management team will review the escalated case and respond within 5 to 7 business days.

10.2 Chargeback Rights

Customers retain the right to dispute charges through their credit card issuer or payment processor in accordance with the policies of their financial institution. However, we encourage customers to attempt resolution through our internal process first, as chargebacks can delay resolution and negatively impact the customer relationship.

10.3 Consumer Protection Resources

Customers in the United States who feel their consumer rights have been violated may contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your respective state's Attorney General's consumer protection office

11. Changes to This Refund Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any changes constitutes acceptance of the revised policy.

12. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the information below:

Our customer support team is dedicated to addressing your concerns promptly and professionally. We value your business and strive to ensure every experience with Marcos is a positive one.