MERCREF
Last Updated: May 19, 2025
Return & Refund Policy
This Return & Refund Policy explains how returns, refunds, exchanges, and related requests are handled at Mercref. We want every customer to feel confident when shopping with us, which is why we aim to keep our return process simple, transparent, and customer-friendly.
At Mercref, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help guide you through the return and refund process as smoothly as possible.
We understand that sometimes an item may not meet expectations, arrive damaged, or simply no longer be needed. This policy has been created to clearly explain the conditions, timelines, and procedures for requesting returns and refunds.
Please review the information below carefully before submitting a return request. By placing an order through our website, customers agree to the terms outlined in this Return & Refund Policy.
Return Eligibility
Customers may request a return within 30 days of receiving their order.
To be eligible for a return, items must be unused, unworn, unwashed, and returned in their original condition with all original packaging, tags, and accessories included whenever possible.
Returned items should show no visible signs of excessive use, damage caused by the customer, alteration, or misuse. Products that do not meet return eligibility requirements may not qualify for a refund.
We encourage customers to inspect their order promptly after delivery and contact us as soon as possible if any issue is identified.
Return Window
Customers have 30 calendar days from the date of delivery to submit a return request.
Return requests submitted after the 30-day return period may not be accepted. To help avoid delays, customers should contact us before sending any item back.
Once a return request is reviewed and approved, customers will receive further instructions regarding the return process.
Non-Returnable Items
Certain items may not be eligible for return depending on their condition, usage, or product category.
Items that are damaged due to misuse, improper handling, unauthorized modifications, or excessive wear may not qualify for a refund or exchange.
Products returned without prior approval or items sent back outside the eligible return window may also be declined.
Return Process
To begin a return request, customers should contact our support team using the contact information listed at the bottom of this page.
When contacting us, please include your order number, the reason for the return request, and any relevant information that may help our team review the request more efficiently.
In some cases, customers may be asked to provide photos of the item received, especially if the item arrived damaged, defective, or incorrect.
Once the request has been approved, customers will receive instructions regarding the return process and where the item should be sent.
Customers should not return items without receiving return instructions first, as unauthorized returns may delay processing.
Refund Process
Once a returned item has been received and inspected, our team will review the return to confirm eligibility for a refund.
Approved refunds are typically processed within 12 business days after the returned item has been received and verified.
Refunds will be issued back to the original payment method used during checkout. Depending on the payment provider or financial institution, additional processing time may be required before the refund appears in the customer’s account.
Customers will receive a confirmation email once the refund has been successfully processed.
Return Shipping Costs
Mercref does not charge any return processing or restocking fees for approved returns.
Customers will not be charged additional fees for eligible refunds processed under this policy.
If a return is necessary due to an incorrect item, damaged product, or verified issue caused by our fulfillment process, we will work with the customer to help resolve the issue appropriately.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from the order placed, customers should contact us as soon as possible after delivery.
To help us review the issue efficiently, customers may be asked to provide photos of the item received and packaging condition.
Once the issue has been verified, our team will work to provide an appropriate solution, which may include a replacement, refund, or other resolution depending on the situation.
Exchanges
If customers wish to exchange an item, we recommend contacting our support team first to confirm product availability and exchange eligibility.
Exchange requests are reviewed individually depending on product availability and the condition of the returned item.
If an exchange cannot be completed, customers may instead qualify for a refund according to this policy.
Cancellations
Customers who wish to cancel an order should contact us as soon as possible after placing the order.
Because orders are processed quickly, cancellation requests may only be possible before order preparation or shipment begins.
Once an order has entered processing or shipping stages, cancellation may no longer be available.