Lmarche.com — Refund & Returns Policy (Food & Perishables)

Effective: 01-01-2025

At Lmarche.com, your freshness and quality satisfaction come first. Because many of our items are perishable (fruits, vegetables, herbs, fish, meat, poultry) we handle returns and refunds a bit differently than typical retail. This policy explains your options clearly, by product type.

Quick Summary (TL;DR)

If your order has mixed items, we apply the right rule per item.

1) Freshness Promise & Quality Guarantee

We partner directly with farms, fisheries, and trusted producers. If any item arrives in unsatisfactory condition, we’ll make it right with a refund, store credit, or replacement, according to the sections below.

2) Return & Refund Windows by Category

A. Fresh Produce (fruits, vegetables, herbs)

• Report window: within 24 hours of delivery (or by 10:00 next day if delivered late in the evening).
• Return required? Generally no. For safety and sustainability, we do not collect fresh food back.
• What we’ll ask for: photos/videos of the issue, the order number, and, if available, the QR/lot code on the label.
• Resolution: refund, store credit, or replacement (based on your preference and stock availability).

B. Ultra‑Perishables (fish, meat, poultry)

• Inspect at delivery when possible. If there’s a problem, please tell the courier on the spot or within 4 hours after handoff.
• Return required? Usually no (unless we specifically arrange a pickup for quality control).
• What we’ll ask for: photos/videos (including any temperature indicator, if present), order number, QR/lot code.
• Resolution: refund, store credit, or replacement (subject to availability).

C. Non‑Perishables (honey, oils, amlou, packaged items)

• Return window: within 14 days from delivery.
• Eligibility: items must be unused, unopened, in original packaging.
• Return shipping: Free for approved cases. We provide a prepaid pickup or drop‑off label.
• Refund timing: processed after inspection (see Section 6).

3) When We Cover Return Shipping

We cover return shipping (or waive returns for perishables) if:

• You received a wrong, damaged, or defective item; or
• A substitution you did not authorize is unacceptable; or
• An item arrived with compromised quality (per perishables rules above).

4) What’s Not Eligible

• Preference changes after delivery for correctly fulfilled items.
• Items opened/used (for non‑perishables) or not kept under recommended conditions after delivery (e.g., unrefrigerated fish/meat).
• Minor cosmetic blemishes that don’t affect edibility/quality (e.g., small fruit scuffs).
• Late reports outside the stated windows.

Tip: For cold items, please refrigerate/freeze immediately after delivery.

5) Delivery Issues (missing, late, incorrect)

• Missing items: report within 24 hours; we’ll investigate and refund/replace.
• Incorrect items: if we sent the wrong product, we’ll refund/replace and cover any return if needed.
• Late delivery: if a delay affected quality, tell us within the relevant window; we’ll make it right.

6) Refund Process & Timing

1. You submit a request (see Section 8).
2. We review evidence and may contact you for clarification.
3. If approved, refunds are issued to the original payment method or as store credit, per your choice.
4. Timing: We aim to process within 3–5 business days of approval. Your bank may take an additional 3–7 business days.

7) Exchanges & Replacements

If stock allows, we can send a replacement. If not, we’ll offer a refund or store credit immediately.

8) How to Start a Return/Refund Request

Please contact us within the relevant window via one of the channels below with:

• Order number
• Problem description
• Photos/videos clearly showing the issue
• QR/lot code (if applicable)

Contact:

• Email: support@lmarche.com
• WhatsApp: +212 660609364
• Phone: +212 660609364
• Address (HQ): 95 Avenue d’Anoual & Rue Tabit Bnou Kourra, Étage 2, N°27, Casablanca

9) Substitutions

• If you allow substitutions at checkout, we may replace an out‑of‑stock item with a close alternative.
• If you don’t allow substitutions, we’ll refund out‑of‑stock items.

10) Business Customers (HORECA / Retail)

For contracted buyers, master agreements may override some terms (e.g., inspection windows, QC sampling protocols). If you’re HORECA/retail, check your signed terms or contact your account manager.

11) Policy Updates

We may update this policy as our service expands beyond fresh produce (e.g., fish, meat, oils, amlou, honey, and other food categories). The version posted on Lmarche.com at the time of your order applies.