Return & Refund Policy
Last Updated: January 2026
This Return & Refund Policy explains the terms and conditions under which products purchased from Mercref may be returned or refunded. Our store specializes in women’s footwear, including Boots, Sandals, and Sneakers.
We are committed to providing a fair, transparent, and customer-friendly return and refund process in compliance with Google Merchant Center requirements and applicable consumer protection regulations. Please read this policy carefully before initiating a return or refund request.
1. Return Eligibility
Customers may request a return within 30 days from the date the order is marked as delivered by the shipping carrier. To be eligible for a return, items must meet the following conditions:
- The item must be unused, unworn, and in original condition
- Original packaging must be included
- The product must not show signs of damage caused by use or improper handling
Items that do not meet these conditions may not qualify for a return or refund.
2. Non-Returnable Items
Certain items may not be eligible for return due to hygiene or safety reasons. These exclusions will be clearly stated on the product page when applicable.
If you are unsure whether your item qualifies for return, please contact our support team before initiating a return request.
3. Return Period Overview
| Policy Detail | Timeframe |
|---|---|
| Return Request Window | Within 30 days of delivery |
| Refund Processing Time | Within 7 business days after approval |
| Restocking Fees | None |
4. How to Initiate a Return
To initiate a return, please contact our customer support team with your order number and a brief explanation of the return reason. Once your request is reviewed, you will receive further instructions.
Returns sent without prior authorization may not be accepted.
5. Refund Policy
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days.
Refunds are issued using the original payment method whenever possible. Please note that processing times may vary depending on your bank or payment provider.
- No refund processing fees
- No restocking fees
- No hidden administrative charges
6. Shipping Costs for Returns
Original shipping fees are non-refundable unless the return is due to an error on our part, such as receiving the wrong item or a defective product.
Return shipping costs may be the responsibility of the customer unless otherwise stated during the return authorization process.
7. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within a reasonable timeframe after delivery. We will review the issue and provide an appropriate resolution.
In such cases, Mercref will cover any applicable return shipping costs.
8. Exchanges
At this time, we do not offer direct product exchanges. Customers may return eligible items according to this policy and place a new order separately.
9. Policy Updates
Mercref reserves the right to modify or update this Return & Refund Policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of our website constitutes acceptance of the revised policy.
10. Contact Information
If you have any questions regarding returns or refunds, please contact our customer support team. We are committed to resolving all inquiries fairly and promptly.
Email: support@mercref.com
Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)
