Mercetra Return & Exchange Policy

Return & Exchange Policy

Last Update: January 26, 2023

Returns and exchange requests must be completed within 14 days of the date your tracking number shows your item was delivered successfully. Once your request has been completed you will have an additional 14 days to return your items. Items shipped for a refund or exchange 29 days or more after the original delivery date may not be eligible for a refund or exchange.

All return and exchange requests can be made online by logging into your Mercetra Customer Account, here, and by navigating to your Orders tab, then click “Returns Request”. From there a self led system will learn more about your return or exchange request and give you further instructions.

General policies for each return request type:

REASON FOR REFUND	PROOF/PHOTO UPLOAD	RETURN OPTIONS	PAYS SHIPPING COST	RESOLUTION TRANSACTION
RECEIVED INCORRECT ITEM	REQUIRED	RETURN OR EXCHANGE	MERCHANT	ONCE CARRIER RECEIVES PACKAGE AND TRACKING IS UPDATED THE MERCETRA TEAM WILL INITIATE A REFUND OR EXCHANGE FOR ITEM(S)
PRODUCT BELOW MY EXPECTATIONS	REQUIRED	RETURN OR EXCHANGE	MERCHANT
SHIPPING TIME TOOK TOO LONG	REQUIRED	RETURN OR EXCHANGE	MERCHANT
ARRIVED DAMAGED	REQUIRED	RETURN OR EXCHANGE	MERCHANT
I'VE CHANGED MY MIND	NA	RETURN OR EXCHANGE	CUSTOMER
ITEM DIDN'T FIT CORRECTLY	NA	RETURN OR EXCHANGE	CUSTOMER
I DIDN'T MEAN TO ORDER THIS	NA	RETURN OR EXCHANGE	CUSTOMER
IT'S FINANCIAL, I NEED THE MONEY BACK	NA	RETURN OR EXCHANGE	CUSTOMER