This Returns Policy explains how to return a product bought on mercatogoods.com, operated by Mercato Goods, and what to do if your product arrives damaged, defective or incorrect.
1. Change-of-mind returns (revoking the purchase)
You can revoke your purchase without giving a reason within 5 business days after the product is delivered, in accordance with Article 56 of Mexico's Federal Consumer Protection Law.
For the return to be accepted, the product must:
- Be unused and not installed, and in the same condition in which you received it.
- Include its original packaging, labels, manuals and all accessories.
For this type of return, the cost of shipping the product back is your responsibility, in accordance with Article 56 of the Federal Consumer Protection Law. The return address is our logistics partner's warehouse in China, so we recommend using a shipping service with tracking.
Once we receive and inspect the product, we will refund the price you paid for it. If the product arrives used, damaged by misuse or incomplete, we will let you know and the refund will not apply.
2. Damaged, defective or incorrect products
If your product arrives damaged, has a defect, does not match what you ordered (model, color, size or quantity) or is missing parts, you are entitled to choose between a replacement or a refund of the amount paid, without prejudice to any compensation (bonificación) that may apply under Articles 92 and 92 TER of the Federal Consumer Protection Law.
- Deadline: please report the problem within 30 calendar days of receiving the product, ideally within the first 48 hours, so we can resolve it faster. This does not limit your right to file your claim within 2 months of receipt, under Article 93 of the Federal Consumer Protection Law.
- Evidence: send us photos or a video showing the problem, the packaging and the shipping label.
- Costs: you pay nothing in these cases. Most of the time you will not need to send the product back; if we ask you to return it, we cover the shipping cost.
- Response: we will resolve your claim within 15 calendar days of receiving it.
Damage caused by misuse, incorrect installation, accidents or normal wear, and minor color or shade differences caused by your device's screen, are not considered defects.
3. How to request a return or file a claim
- Email us at support@mercatogoods.com with the subject "Return" or "Claim", your order number, the product and the reason, along with photos or a video if applicable.
- We will reply with instructions and, when the product needs to be sent back, the shipping address. Please do not send any product before receiving our instructions, as we will not be able to identify it.
- Once the return is approved, we will issue your refund or replacement under our Refund Policy.
4. Your rights
This policy does not limit your rights under Mexico's Federal Consumer Protection Law. If you are not satisfied with our response, you can contact Mexico's Federal Consumer Protection Agency (PROFECO).
This English version is provided for convenience. In case of any discrepancy, the Spanish version prevails.
Last updated: October 21, 2026.