Refund Policies

markato.com is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

• USA: Eligible after 45 days from departure.
• Brazil: 110 days due to customs delays.
• Other Countries: 100 days for certain shipping lines.

Orders may be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute.

2. Orders Not Received

• If tracking shows "delivered," no refund or resend will be provided.
• If the order was not received, a non-delivery certificate is required from the local post office.

3. Damaged Products

• Full refund or replacement for severely damaged items.
• Partial refund for minor damage, such as small scratches.
• No refunds for packaging damage caused by international shipping.
• Claims for electronics must be made within 30 days.

4. Incorrect or Missing Products

• Full refund or replacement for incorrect items.
• Partial refund or resend for missing non-critical parts.
• For size issues, please include a photo showing the measurements.

5. Order Cancellations

• Full refund if canceled before processing or shipping.
• No cancellations for customized or pre-order items once payment has been made.

📩 How to Submit a Dispute

When submitting a dispute, please include the following where applicable:

• Photos or videos of damaged products.
• Screenshots of complaints, including name, date, and content.
• The product must be returned if requested by our support team.

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays caused by circumstances beyond our control, including:

• Natural disasters
• Epidemics
• Customs delays
• War or civil unrest

3. Shipping Method Restrictions

No disputes are allowed for non-trackable shipping methods.

4. Delivery Location Restrictions

Disputes may not be accepted for regions with known delivery limitations.

5. Returns

• Returns must be authorized in advance.
• Unauthorized returns will not be processed.
• Authorized returns must be sent within 30 days of receipt.

6. Service-Based Products

Services such as packaging or photography are non-refundable once fulfilled.

7. Unacceptable Disputes

The following situations generally do not qualify for refunds or resends:

• Change of mind.
• Product looks different than expected without a defect.
• Delays caused by customs or natural events.
• Wrong item ordered by the customer.
• Incorrect address provided by the customer.

📌 Additional Information

• Order Status: No disputes once an order is marked as "closed."
• Shipping Method Limits: No disputes for PostNL, Electric PostNL, CJPacket EUB, CJPacket Postal Route, or CJPacket Railway Economy.
• Destination Limits: Disputes are not accepted in high-risk regions.
• Returns Reminder: Returns are only accepted at designated warehouses.
• Service Products Disclaimer: No refunds for low-quality service unless the service has been inspected.
• Expanded Unacceptable Disputes: Odors, deleted tracking information, customs issues, and similar circumstances may not qualify.