Mercer Manchester Returns

Returns & Refunds Policy

At Mercer Manchester, we want every customer to be completely satisfied with their purchase. We take great care in the products we offer and in the way they reach you, and we understand that, on occasion, a return may be necessary. If something is not quite right, or you simply wish to send an item back, this policy explains how returns and refunds work, the conditions that apply, and what you can expect from us throughout the process.

Please take a moment to read this policy before submitting a return request, as it sets out the conditions your return must meet and the steps involved.

Return Procedure

To return an item, please follow the steps below:

Submit your return request by email to info@mercermanchester.com within 30 days of receiving your item. Please include your order number and the reason for your return.

Once your request has been reviewed and approved, we will send you the return address of our warehouse, which is located in China.

Carefully package the item in its original condition, with all tags and cards attached, and send it to the address provided. Returns are made at your own cost, including any international shipping fees, customs duties or other associated charges, except in the case of faulty, damaged or incorrectly supplied items.

We recommend using a shipping method with tracking so that your parcel can be followed and confirmed as received. Please keep your proof of postage until your refund has been completed.

Return Conditions

You have 30 days from the date of delivery to request a return. Requests made after this period has passed cannot be accepted.

To be eligible for a return, items must be:

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

Trying on an item to check the fit is perfectly fine. Handling an item beyond what is reasonably necessary to establish its nature, characteristics and fit may reduce the amount refunded.

We reserve the right to reduce the refund amount where an item is returned in a condition that does not meet the requirements set out above.

Non-Returnable Items

For reasons of hygiene and safety, certain items cannot be returned once they have been unsealed or worn, unless they are faulty. These may include pierced jewellery and intimate items.

Gift cards are non-returnable and non-refundable.

Faulty, Damaged or Incorrect Items

We inspect every order before it is dispatched, but on rare occasions an item may arrive faulty, damaged in transit, or different from what you ordered.

If this happens, please contact us at info@mercermanchester.com within a reasonable time of receiving your order, and include your order number together with clear photographs of the issue. This allows us to assess the matter and resolve it as quickly as possible.

Where an item is confirmed to be faulty, damaged on arrival or incorrectly supplied, we will cover the cost of the return and will offer you a repair, replacement or refund as appropriate. You will not be asked to pay return shipping in these cases.

Refunds

Once your return arrives at our warehouse, we will inspect the item to confirm it meets the conditions set out in this policy.

We will process your refund within 14 days of receiving the returned item, or within 14 days of you providing proof that you have sent it back, whichever is sooner. Refunds are issued to the original payment method used when the order was placed. Depending on your bank or payment provider, it may take a number of additional working days for the funds to appear in your account.

Where a return does not meet our conditions, we will contact you before making any decision. In such cases we may apply a partial refund that reflects the condition of the returned item.

Exchanges

If you would like a different size, colour or product, we are happy to arrange an exchange. To request one, please contact us at info@mercermanchester.com within 30 days of receiving your item, quoting your order number and the item you would prefer.

Exchanges are subject to the same conditions as returns: the original item must be unused, unwashed, undamaged and in its original condition, with all tags and cards attached.

Once your request has been approved, you will be asked to return the original item to the address we provide. For exchanges requested because you have changed your mind, the cost of returning the original item is the responsibility of the customer. Where the exchange is due to a faulty, damaged or incorrectly supplied item, we will cover these costs.

The replacement item will be dispatched once your returned item has been received and inspected, and is subject to availability. If your preferred item is no longer available, we will contact you to arrange an alternative or a refund.

Liability

We are not responsible for parcels that are lost in transit on their way back to us where a tracked shipping method has not been used.

For deliveries to you, we are not responsible for parcels where tracking confirms the item was delivered to the address provided at checkout.

You are responsible for the accuracy of the information provided when placing your order, in particular the delivery address. If an incorrect or incomplete address has been supplied, the responsibility for this rests with you.

Any errors in your order, including the delivery address, must be reported to us within 24 hours of placing the order so that we can attempt to make changes before dispatch. Once an order has been dispatched, we are unable to alter it.

Return Costs

For returns made because you have changed your mind, all return costs are the responsibility of the customer. This includes international shipping fees, as well as any customs duties, taxes or other charges associated with returning the item.

Where you return all items in an order, we will refund the standard delivery charge you paid at checkout. Any additional charge for a premium delivery option is non-refundable, except where an item is faulty, damaged or incorrectly supplied.

We strongly recommend returning your item using a tracked shipping method. Until the parcel reaches us, the item remains your responsibility, and we are unable to issue a refund for a return that we have not received.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel your order for any reason within 14 days of receiving your goods, and to receive a refund within 14 days of returning them. Goods must also be of satisfactory quality, fit for purpose and as described; if they are not, you may be entitled to a repair, replacement or refund. The 30-day returns window described in this policy is offered in addition to, and does not affect, those rights.

Contact

If you have any questions about returns or refunds, our team is happy to help.

Email: info@mercermanchester.com