Complaints Policy

At Merca Luna, we strive to provide the best possible experience for our customers. We understand that sometimes issues may arise, and we are committed to resolving any complaints in a fair and timely manner.

If you have any concerns or complaints about our products or services, we encourage you to reach out to our customer support team. They are trained to handle complaints and will work with you to find a satisfactory resolution.

When contacting our customer support team, please provide as much detail as possible about the nature of your complaint. This will help us understand the issue better and allow us to address it effectively.

Once we receive your complaint, we will acknowledge it within 24 hours and begin our investigation. Our team will thoroughly review the information provided and gather any additional details if necessary.

We aim to resolve complaints as quickly as possible, and most issues are resolved within 5 business days. However, complex cases may require more time for investigation and resolution. If this is the case, we will keep you informed of the progress and provide regular updates.

If we find that we have made an error or if there is a problem with our product or service, we will take appropriate steps to rectify the situation. This may include offering a replacement, a refund, or any other suitable resolution.

In the event that we are unable to resolve your complaint to your satisfaction, you have the option to escalate the matter to our management team. They will conduct a thorough review of the case and provide a final response.

At Merca Luna, we value your feedback and take complaints seriously. We see them as an opportunity to improve our products and services. Rest assured that your complaint will be handled with the utmost care and attention.

Thank you for choosing Merca Luna. We appreciate your trust and look forward to serving you better in the future.