Returns & Refunds Policy

Returns & Refunds Policy

At Mercer Melbourne, we do everything we can to make sure our customers are happy with their purchase. However, if you wish to return a product, this document outlines our returns policy.

Return Conditions

You may submit a return request only after physically receiving the item.

You have 30 days from the date of delivery to request a return.

Items must be:

  • Unused
  • Unwashed
  • Undamaged
  • In their original condition, with all tags and cards attached

Trying on items is permitted, but wearing them is not.

Returns of items intentionally ordered in multiple sizes with the purpose of returning part or all of the order are not permitted.

Return Procedure

  1. Submit your return request by email to info@mercermelbourne.com within 30 days of receiving your item.
  2. Once approved, you will receive the return address of our supplier located in China.
  3. Items must be returned at your own cost, including any international shipping fees, customs duties, or other associated charges.

We strongly recommend using a shipping method with tracking (track & trace) to ensure your parcel is properly received.

Return Costs

Return costs are entirely at the customer's expense, including international shipping fees.

Refund

After receiving the item at the return address and verifying the condition of the product, we will process your refund within a maximum of 14 days from the date the return is approved.

The refund will be issued via the original payment method used when placing the order.

Liability

We are not responsible for lost parcels if the tracking indicates the item was delivered to the address provided by the customer.

The customer is responsible for the accuracy of the information provided when placing the order, in particular the delivery address.

If an incorrect address has been provided, this is the responsibility of the customer.

Address errors must be reported within 24 hours of placing the order.

Contact

For any questions regarding returns, you can contact us at:

Email: info@mercermelbourne.com