Refund & Returns Policy — Ocean 11 Market

Effective Date: March 4, 2026

This Refund & Returns Policy applies to purchases made from Ocean 11 Market (“we,” “us,” “our”) through our website and WooCommerce online store, and (when applicable) in-store purchases.

1) Final Sale: Beer, Wine, Cigarettes & Age-Restricted Products

Due to legal and safety reasons, all sales are final on:

Beer and wine
Cigarettes and tobacco/nicotine products
Any other age-restricted items

We do not accept returns, exchanges, or refunds for these items once sold, except where required by law or if we confirm an issue under Section 3 below.

2) Returns for Non-Restricted Items (Strict)

Returns for non-age-restricted items are limited and allowed only at our discretion.

We accept a return only if ALL conditions are met:

Requested within 48 hours of purchase (or delivery/pickup time for online orders)
Item is unused, unopened, factory-sealed, and in original packaging
You provide the original receipt/order confirmation
The item is not marked Final Sale
The item is not food that is opened, perishable, or temperature-sensitive

We do not accept returns for:

Any food or drink items (including snacks and soft drinks) once they leave the store / are delivered
Perishables or refrigerated/frozen items
Opened packaging, broken seals, partially used items
Clearance/Final Sale items
Items damaged due to customer handling or storage
Returns without proof of purchase

If approved, the resolution will be store credit or exchange only. No cash refunds.

Refunds to the original payment method may be issued only if required by law or if we confirm an error on our side.

3) Damaged, Incorrect, or Missing Items (Delivery / Pickup)

If your order is missing items, you received the wrong item, or items arrive damaged, contact us as soon as possible—preferably within 2 hours and no later than 24 hours after delivery/pickup.

To help us resolve it quickly, please include:

your order number
photos of the item(s) and packaging (if damaged)
a short description of the issue

If we confirm the issue, we may provide (depending on the situation and product availability):

a replacement (same item)
store credit
a refund (to the original payment method)

4) Order Cancellations

Because we fulfill orders quickly, cancellations are time-sensitive:

Cancellation requests must be made before the order is marked “processing” / prepared.
Once an order is being prepared, packed, or out for delivery, it cannot be canceled.

If approved, refunds are issued to the original payment method.

5) Failed Delivery / Refused Delivery / ID Not Available

If delivery cannot be completed due to:

incorrect address provided
customer unavailable
refusal to accept the order
inability to verify age/ID for beer, wine, cigarettes, or other restricted items

the order may be returned to the store and you may be charged a delivery/handling fee. Age-restricted items remain non-refundable.