Refund and Returns Policy

Return Policies

  • All returns must include the following or it will be rejected and returned back to you at your cost:
    • Product purchased from mercate group
    • Original Condition, no physical damage, no signs of use, FACTORY SEALED (exclude damages sustained during transportation)
    • All accessories, manuals, warranty registration card, etc.
    • Original UPC/serial number intact on product and on retail package (Proof of Purchase)
  • All return request for refund or replacement can be submitted via mercate Return Portal with valid return reason selected within thirty (14) calendar days from the invoice date and valid RMA numbers will be provided by mercate

Additional Return Requirements and Policy

  1. All return or replacement request will be processed within 5 business days after returned item is received by mercate group
  2. Shipment received with visible damages must be reported to us within Three (3) calendar days of the delivery date. In the event an item is sold without shipping charge, mercate group will refund the amount of sale.
  3. All returns with missing part(s) (including, but not limited to, accessories, manuals, warranty registration cards, original manufacturer packing materials and retail packaging) will not be processed until the part is received.
  4. Customer is responsible for return shipping expenses and restocking fee unless otherwise explicitly states on the product. Replacements will be shipped at our expense.
  5. Customer is required to ship the return products with sufficient shipping packaging and void fill material inside to prevent product from physically damaged during return transportation or customer will be responsible for any loss and damages in return shipping. Any loss or damages during the return shipping due to insufficient shipping packaging may result the return to be rejected back to you or charges to be applied to your refund determined by mercate group.
  6. Upon our acceptance of the merchandise in new condition in strict conformance with the basic criteria and standard returns policy, the purchase price will be credited to the credit card used for the original purchase.
  7. Refund will be issued after our warehouse receives, inspects, and processes your return. mercate group will refund back to your method of payment.

Restocking Fees and Return Shipping Labels Returns are subject to restocking fees and return shipping fees. For products that are eligible for return or replacement, the return shipping labels are free for returns or replacement of the same item within the applicable return policy period and return reasons. mercate group does NOT charge restocking fee and return shipping labels within return policy period for returns of damaged or defective products, wrong product was sent to you. In the event a returned product which is not defective, not the original product that was sent to you, or the product does match what was shown on the Site after our inspection, the product will be returned to you at your cost and the return shipping cost initially covered by mercate group will instead be deducted from the refund amount along with any necessary restocking fee that may apply.