Return & Refund Policy

Marca Verde – www.marcaverde.es

At Marca Verde, we want you to be satisfied with your purchase. This Return & Refund Policy explains when and how returns, refunds, or replacements are handled, in accordance with Spanish and European Union consumer protection laws.

1. Right of Withdrawal (EU Consumer Rights)

Under EU law, consumers generally have the right to withdraw from an online purchase within 14 calendar days of receiving the order without providing a reason.

Important Exception – Food Products

Due to food safety and hygiene regulations, the right of withdrawal does not apply to:

• Perishable goods

• Food products once opened

• Sealed food items that are unsealed after delivery

This includes most of our traditional Nepali food products.

2. Eligible Returns

Returns may be accepted only if:

• The product is damaged, defective, or incorrect upon delivery

• The item is unopened, unused, and in its original sealed packaging

• The issue is reported within 48 hours of delivery

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Opened or partially consumed food products

• Products damaged due to improper storage after delivery

• Items returned without prior approval

• Products marked as non-returnable at the time of purchase

4. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item:

1. Contact us within 48 hours of delivery via our official contact page

2. Provide:

   • Order number

   • Description of the issue

   • Clear photos of the product and packaging

Once verified, we will offer one of the following:

• Replacement of the item

• Refund (full or partial, depending on the case)

5. Refunds

If a refund is approved:

• Refunds will be issued to the original payment method

• Processing time: 5–10 business days, depending on your payment provider

• Shipping costs are non-refundable, unless the return is due to our error

6. Return Shipping

• If the return is approved due to our mistake (damaged, defective, or incorrect item), we will cover return shipping costs

• For approved discretionary returns, the customer is responsible for return shipping

Returned items must be securely packaged to prevent damage.

7. Cancellations

Orders can be canceled only before shipment.

Once an order has been dispatched, cancellation is no longer possible due to food safety regulations.

8. Refusal of Delivery

If an order is refused or returned due to incorrect address or failure to accept delivery:

• Shipping costs are non-refundable

• Refund eligibility will be assessed on a case-by-case basis

9. Abuse of Policy

Marca Verde reserves the right to refuse returns or refunds if:

• There is evidence of misuse or abuse of the policy

• Repeated or fraudulent claims are made

10. Policy Updates

We may update this Return & Refund Policy to reflect:

• Legal or regulatory changes

• Business or operational updates

Changes will be effective once published on this website.

11. Contact Us

For questions regarding returns or refunds, please contact us through the official contact page on www.marcaverde.es.