Return and Refund Policy
Learn about our clear and transparent processes for returns and refunds on shipments to Cuba
Refund Conditions
✅ Accepted Requests
- Orders canceled before shipping
- Products in our facilities within 30 days
- Payments not collected by processor
- Defective products within 30 days
- Non-defective products (buyer's remorse) within 30 days
❌ Not Applicable
- Products already sent to agencies
- Claims for delivery times
- Products in transit to Cuba
- Returns requested after 30 days
Return Period
Return period for both defective and non-defective products
From the date of purchase
Refund Process
Request
Contact by email or phone with your order details
Verification
We verify product status and location
Processing
We process refund within 72 business hours
Refund Fees
| Scenario | Fee | Processing Time |
|---|---|---|
| Return within 30 days (payment not collected) | 0% | 3-5 business days |
| Return within 30 days (payment collected) | 3% | 5-10 business days |
| Product shipped or after 30 days | Not applicable | - |
Need Help with a Refund?
Include in your message: order number, purchase date and reason for request
Frequently Asked Questions about Returns
In which cases can I request a refund?
You can request a refund when the order is physically in our facilities, before being shipped to transport agencies. It does not apply once the product has been delivered to the carriers.
What is the return period?
We accept returns within 30 days of purchase for both defective and non-defective products, as long as the items are in our facilities before shipping.
Is there any fee for processing the refund?
Yes, we apply a 3% discount on the amount paid to cover payment gateway processing fees when the money has already been collected.
How long does the refund take to appear?
We start the process within no less than 48 business hours. The reflection time in your account depends on your bank and country, and can vary between 1-7 business days.
What happens if the product has already been shipped to Cuba?
Once the product is delivered to the shipping agency (air or sea), we cannot process refunds since we lose physical access to the merchandise.
How can I contact to request a refund?
You can contact us by email at soporte@nercado.com or by phone at +1 (305) 239-3698 / +34 671 81 32 14. You must include complete details of your order.
Are refunds made in the same currency?
All refunds are made in USD. Variations due to exchange rates or bank fees are the user's responsibility.
¿Buscas la versión en español? Ver nuestra Política de Devoluciones en Español