Returns & Exchanges

At Mercato Sales, we take immense pride in curating the finest Italian delicacies, from our artisanal Formaggio and rich Cioccolato to our premium Oil & Vinegar and carefully selected Coffee Beans. We want you to be completely satisfied with every purchase you make. However, we understand that sometimes a product may not meet your expectations. This policy outlines our process for returns and exchanges, crafted with the same care and transparency we apply to our products.

1. Return & Exchange Eligibility

We accept returns and exchanges for most products within 15 days of your receipt of the items. To be eligible:

• The item must be unused, unopened, and in its original packaging.
• You must provide the original order number or receipt.

2. Non-Returnable Items

To ensure the health and safety of all our customers, we cannot accept returns or exchanges for the following categories of products due to their perishable nature or for hygiene reasons:

• Deli items (e.g., cured meats, prepared foods)
• Formaggio | Cheese
• Fish
• Biscotti | Biscuits (if opened)
• Bread Sticks & Taralli (if opened)
• Coffee Beans (once the seal is broken)
• Lollies (candy, if opened)
• Any product that has been opened, used, or is not in its original condition.

Please note: This policy is in place to guarantee the freshness and quality of our food products for every customer.

3. The Return & Exchange Process

Follow these simple steps to initiate a return or exchange:

1. Contact Us: Within 15 days of receiving your order, please email our customer care team at [email protected]. Use the subject line “Return/Exchange Request” and include your order number and the reason for the return or exchange.
2. Wait for Approval: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions on where to ship the item. Please do not ship any items back without an RMA number.
3. Ship the Item: Securely package the unused and unopened item(s) and mail them to the address we provide. We recommend using a trackable shipping service. The customer is responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped).
4. Processing: Once we receive and inspect the returned item, we will process your exchange or refund within 5 business days.

4. Refunds

Upon approval of your return:

• Refund Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
• Processing Time: Please allow 5-10 business days for the refund to be processed and appear in your account. The timing depends on your bank or payment provider.
• Amount Refunded: You will receive a refund for the cost of the returned product(s). Original shipping fees are non-refundable.

5. Exchanges

We are happy to exchange an eligible item for a different size or variant of the same product, subject to availability. If the item you wish to exchange for is of a higher value, you will be charged the difference.

6. Contact Us for Returns & Exchanges

Return/Exchange Request Email Template

To help you get started, here is a template you can use for your request: