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Warranty and returns

What's your warranty policy?
A 30-day warranty policy backs our products. This warranty covers any Mercating™ product that breaks or does not function as described due to manufacturer defect. In such a case, Mercating™ will replace the faulty or damaged product(s) at no charge or provide you a refund in compliance with our return policy.
How to claim my warranty?
To claim your warranty, please submit a valid claim following the instructions of our product returns guidelines.
Can I still claim a warranty after the 30-day warranty period?
If you noticed that your product is faulty or damaged after the warranty period, your product is no longer eligible for return.
What's the return policy?
You can return your product for exchange or refund if it's faulty or damaged within 30 days of receipt. Note we are unable to refund or exchange your product if it's dirty, stained, used, damaged, or abused. Product and packaging must be in salable condition. For details, please read our return policy.
Is the refund a 100% money-back refund?
Not exactly. We refund the purchase price only, excluding the shipping cost. However, we provide a credit for shipping charges only for orders that we shipped incorrectly or were damaged during delivery. Shipping costs for all other returns are not refundable. So, in case you get a refund, the cost of return shipping will be deducted from your refund.
How do I know if my product is eligible for return?
Products must be unopened, unused, undamaged, and accompanied by proof of purchase to be eligible for return. Returns must also be in the same condition as when delivered, including original packaging. Please note that you are responsible for shipping costs on returned items. Besides, we recommend our customers to get proof of postage when returning goods as we cannot be held accountable for lost packages.
Can I return or exchange a custom-made order?
All custom-made products are FINAL SALE and are NOT eligible for Return or Exchange. Please be aware that if you return a custom-made order to us for any reason, we will not be obligated to issue any refunds or exchanges.Mercating™ will not be responsible for shipping the item back to you unless you pay for the corresponding shipping fee once again.
How to make a return?
To return an item, please read our product return guidelines.
Do I need to pay postage for my return?
Yes. You are responsible for the shipping fees incurred for the return unless we provide you a prepaid return shipping label. Please note that we only provide prepaid return shipping labels for customers who have received a defective or wrong product. To request a return shipping label, please reach out to our support team.
How much does it cost to return a product(s)?
The cost of returning products varies per package, weight, shipping address, and carrier. You can estimate this cost using the shipping calculators below:
Can I get a pre-paid return label?
We do not offer pre-paid return labels for our returns at this time unless you receive the wrong item. You can request a pre-paid return label by contacting our support team.
Where should I return my product?
During the return process, we will send you an e-mail with the return address. Please do not send your purchase back to the manufacturer because they will not provide you any refunds or exchanges.
When will you receive my return package?
Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us. However, after you ship your return package, it may take 8-20 business days for the package to get to our location.

Once it arrives at Mercating™, it can take up to 24-48 hours to process. During peak times, the processing time may exceed 48 hours.

As soon as the return process is completed, you will receive an e-mail confirming that your refund has been applied to the original method of payment.
What to do if I'd like to exchange my product for a more expensive one?
If you would like to exchange for a product that costs more, we may require you to place another order or top-up the difference, including the shipping fees. Please contact our support team to review your request.
How long it will take to get back the exchanged product?
You should be receiving your exchanged product within 10 business days if it is available in our stock. If not, it may take up to 20-30 business days.
Can I get a refund if I received a damaged item?
Even though we use shipping services we trust and do all we can to pack your product for a safe journey; parcels can suffer a little rough treatment in transit. For this reason, once we give the package to couriers, we cannot offer refunds, but we can redo your project at your cost.
Can I get a refund if my order didn't satisfy me?
We, at Mercating™, do our best to portray the quality of our products and services through our different sales channels.

To guarantee your satisfaction, our End-to-end Support Team will do their best to help you understand what you’re ordering even before you make your purchase, and will be in contact with you via e-mail along the whole process until you safely receive your order.

Therefore, Mercating™ can’t take responsibility for any dissatisfaction with your product due to misunderstandings about the service.

We, at Mercating™, never provide products we are not proud of. So, we promise to handle on a case by case basis any product or service that falls below the standard or does not comply with our Warranty.
How will I get my refund?
If your return qualifies, your refund will be processed and applied to the payment method you used to place your order. It could be to your debit/credit card, gift cards, credit, or other seasonal or promotional payment method available at Mercating™.
When will I get my refund?
We will issue a refund for your original form of payment once we have received and processed the returned merchandise. Once we have approved your return, please allow 5-10 business days for refunds to be processed back into your account by your financial institution.

Please keep in mind that:
  • Once you give the parcel back to the carrier, it takes approximately 6-15 business days to ship it to our location. We will notify you via email once we receive your returned item(s).
  • From the moment we authorize the refund, your bank still needs to process it. The amount of time this takes to process the refund differs between banks and payment methods.
  • Be aware that if you used a pre-paid credit card, the refund will be automatically issued to the original card. In addition, some cards are not reloadable, which will prevent us from being able to credit you if a return takes place. If you decide to utilize a pre-paid card to make a purchase, please retain the card until you receive your purchase.
Refund time frame per payment method:
  • Credit/ Debit Card: max. 30 days.
  • PayPal: max 180 days.
Why haven't I received my refund?
If you have NOT received a refund yet, please recheck your bank account first. Then, contact your credit card company or bank. There is often some processing time before they post your refund. If you have done all of this and you still have not received your refund yet, please reach out to our support team for assistance.
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