Exchange, Return & Refund Policy – Mercer

At Mercer, we are committed to delivering premium quality products. If you are not fully satisfied with your purchase, please review our policy below.

1. Exchange Policy (In-Store & Online)

  • Exchanges are accepted within 14 calendar days from the date of purchase (in-store) or delivery (online).
  • A valid original invoice or proof of purchase is required.
  • Items must be unused, unworn, and unwashed, in original condition, with tags and packaging intact.
  • Exchanges are subject to stock availability and product condition verification.

Important:

  • If exchanging for a higher-value item, the price difference must be paid.
  • If exchanging for a lower-value item, the difference will not be refunded.

2. Online Orders

  • Online purchases may be exchanged at selected Mercer stores or through courier return support.
  • Customers are responsible for return shipping costs unless the item is verified as defective or incorrect.
  • Mercer reserves the right to inspect all returned items before approving an exchange.

3. Returns & Refunds

  • Mercer does not offer refunds for change of mind or incorrect size selection.
  • We only offer exchange or an e-voucher if the item is wrong, damaged, or incorrect. Mercer does not provide refunds.

4. Damaged, Defective or Incorrect Items

  • Any damaged, defective, or incorrect item must be reported within 24 hours of delivery.
  • Claims may require photographic or video evidence for verification.
  • Once verified, Mercer will offer a replacement, exchange or voucher,  as appropriate.
  • Return shipping costs will be covered by Mercer in confirmed fault cases.

5. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange:

  • Undergarments / Innerwear
  • Jewelry
  • Fragrances
  • Cosmetics
  • Personalized or customized products
  • Clearance or end-of-season sale items

(Size exchanges for sale items may be permitted subject to availability.)

6. General Terms

  • Mercer reserves the right to decline exchanges that do not meet policy conditions.
  • Policy terms are subject to change and will be updated on official Mercer channels.

Customer Support

Email: support@mercer-retail.com
UAN: 111-637-237