RETURN AND REFUND POLICY

At El Mercado Market, we strive to ensure you are completely satisfied with your purchase. This Return and Refund Policy outlines the eligibility criteria, return window, shipping cost responsibilities, and refund processes for all orders placed through our website or in-store.

1. Non-Returnable & Exempt Items

Due to health, safety, and operational standards, certain items are exempt from standard returns:

  • Used Kitchenware & Dining Products: For health and food safety reasons, ceramic mugs, coffee cups, clay bowls, plates, and serving dishes that have been used, washed, or come in contact with food/liquids cannot be returned.
  • Final Sale Items: Clearance or items explicitly marked as "Final Sale" at the time of purchase.

2. Standard Return Window & Conditions

For all eligible, non-exempt handcrafted items (such as unused home decor, wall art, vases, and planters):

  • Return Window: You have 14 calendar days from the date of delivery to notify us and initiate a return request.
  • Item Condition: Returned items must be completely unused, unwashed, undamaged, and in resalable condition with all original tags and protective packaging intact.
  • Handcrafted Artisanal Characteristics: Because our products are handcrafted by skilled artisans in Mexico, minor variations in color, glaze patterns, texture, or shape are natural characteristics of the craft and are not considered manufacturing defects.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Support: Email us at support@elmercadomarkethouston.com with your Order Number and the reason for the return.
  2. Receive Authorization: Wait for our customer service team to respond with your Return Authorization and instructions.
  3. Pack Securely: Securely wrap fragile ceramic items in bubble wrap or safe cushioning inside the original box to prevent transit damage.
  4. Ship or Drop Off: Mail your return package to our physical store address or drop it off directly at our Houston retail counter during regular store hours.

4. Restocking Fees

El Mercado Market charges $0.00 USD Restocking Fees for all eligible and approved returns.

5. Damaged, Defective, or Incorrect Items

If your package arrives broken or you receive an incorrect item, we will fix it immediately at no cost to you:

  • Reporting Window: Please inspect your order upon receipt and contact us within 48 hours of delivery.
  • Required Evidence: Email support@elmercadomarkethouston.com with your order number and clear photos showing the damaged item and outer packaging box.
  • Resolution: Once verified, we will issue a full refund or send a replacement item at no extra charge.

6. Refund Processing Schedule

  • Processing Timeline: Approved refunds are processed within 7 business days after we receive, inspect, and approve the returned item at our store.
  • Payment Method: Refunds will be credited back directly to the original payment method used at checkout (e.g., Visa, Mastercard, AMEX). Please allow additional days for your bank or credit card company to post the transaction.

7. Return Shipping Cost Responsibilities

  • Change of Mind / Remorse: The customer is responsible for covering all return shipping charges for change-of-mind returns.
  • Damaged, Defective, or Store Error: El Mercado Market covers 100% of return shipping costs (providing a prepaid shipping label) if the return is due to our error, item defect, or damage in transit.
  • In-Store Drop Off: Customers can bring eligible returns directly to our Houston storefront during business hours to avoid shipping charges entirely.

8. Contact Information & Return Address

For return authorization, inquiries, or assistance, please reach out to our team:

  • Store Name: El Mercado Market
  • Return Address: 9955 Eastex Freeway Feeder Rd, Houston, TX 77093, United States
  • Email: support@elmercadomarkethouston.com
  • Phone: +1 (832) 557-0582
  • Store Operating Hours: Monday – Sunday: 8:00 AM – 8:00 PM (Central Time)