Return & Refund Policy

At Mercer Finch, our goal is for every customer to love their purchase. While we aim for excellence, we recognize that things may not always go as planned. If that’s the case, we’ll work with you to make it right — within the boundaries of our policy below.

Order Modifications or Cancellation

You may request an order modification (including cancellation or address correction) within 24 hours of placing your order. After this time, orders are considered in processing and can no longer be modified.

Damaged/Incorrect Order

We take product quality seriously. If you receive a faulty, incorrect, or damaged item, please email support@mercerfinch.com with:

  • Clear photos of the issue
  • Your order number
  • Within 15 days of delivery

If verified, we will issue a replacement. Refunds will not be offered unless a replacement cannot be provided.

Note: Claims outside the 15-day window cannot be processed under any circumstance.

Order Not Received 

If your order hasn't arrived:

  • Domestic: Contact us after 28 days
  • International: Contact us after 45 days

We will launch a trace and resolve it promptly.

Important: Mercer Finch is not responsible for delivery issues resulting from:

  • Incorrect/incomplete address at checkout
  • Missed delivery attempts
  • Customs delays or refusal to pay import duties

We do not offer refunds for failed deliveries due to customer input error or refusal to pay duties.

Returns (If Applicable)

Returns are only accepted upon prior approval by our support team. Do not send items back without contacting us first.

To request a return:

  • Contact support@mercerfinch.com within 15 days of delivery
  • Item must be unused, in original packaging, and in re-sellable condition
  • Sale items and Free + Shipping items are not eligible for return unless faulty

If your return is approved, we will provide the correct return address. Unauthorized returns will not be processed.

Return shipping costs are the responsibility of the customer unless our team confirms a defect in writing prior to the return being approved. Original shipping charges are non-refundable. 

Refunds (If Approved)

Once we receive and inspect your returned item, you will be notified of:

  • Approval or rejection of the refund
  • Refunds are issued to the original payment method within a few business days

Late or Missing Refunds:

  • Check your bank or credit card statement
  • Contact your bank if needed
  • Still no refund? Contact us at support@mercerfinch.com

Sales Items (if applicable)

Only regular-priced items are eligible for refunds. Sale items are final sale and cannot be returned, refunded, or exchanged unless confirmed faulty by our support team.

Free + Shipping Offers

  • These are non-refundable.
  • If your item arrives damaged or defective, contact us within 7 days of delivery with a clear photo and order number — and our team will assess and arrange a replacement if approved.
  • These promotional offers are limited-time only, may not apply to all countries, and we reserve the right to cancel any order at our discretion.

Exchanges (If Applicable)

We only replace items if they are proven defective or damaged. If a replacement is approved, shipping times may vary depending on your location.

Please note that exchanges are subject to stock availability and country-specific shipping times.

Questions or Concerns?

We're here to help. Contact our support team at support@mercerfinch.com with any questions.

Customer satisfaction is our priority — within reason. We appreciate your business and trust in Mercer Finch.