Return and refund policy

Here’s the rewritten refund and exchange policy based on your inputs, ensuring it is clear, transparent, and free of potential misrepresentation issues:

Refund and Exchange Policy

1. Introduction

Thank you for shopping with us!

We are committed to providing a seamless shopping experience. If you are unsatisfied with your purchase, we are here to help.

Refunds and exchanges are available for regular-priced items within 30 days of purchase. Unfortunately, we cannot accept returns beyond this 30-day period.

2. Refund and Exchange Terms

• Items must be unused, in their original condition, and returned in the original packaging.
• Proof of purchase (such as a receipt or order confirmation email) is required for all returns.
• Refunds for items purchased via gift cards will be provided as gift card credit.
• Regular-priced items refer to products sold at their standard price.
• Final sale items include clearance, discounted, or marked-down products. These items are not eligible for refunds or exchanges.

Exchanges:
Exchanges are only processed for items deemed defective or damaged.

For online orders:

• Please email us at jenny@merciio.com, and we will provide a return shipping label.
• Ship all returns to:
  7 Storkey Street, Bradbury, 2560 NSW, Australia

3. Exemptions

The following items are not eligible for refunds or exchanges:

• Gift cards
• Personal care items
• Customized or personalized items
• Final sale or clearance items
• Items not in original condition
• Items damaged due to misuse
• Items returned beyond the 30-day period

4. Refund Processing Timeline

• Refunds are processed within two weeks of receiving the returned item.
• Refunds will be credited back to the original payment method. Processing times may vary based on your payment provider.
• For returns made in-store, refunds are processed on the same day after inspection.
• Online order returns sent to our warehouse will take a maximum of two weeks to process.

Missing Refunds:
If you don’t see the refund reflected in your account, please contact your bank or card provider. It can take up to 14 days for refunds to process fully.

5. Shipping Costs

• For online returns, a prepaid shipping label will be provided. Please use this label to ensure tracking and proper processing.
• If a returned item is found to be ineligible for a refund (e.g., not in original condition or outside the return window), shipping costs may be recovered.

6. Customer Support

If you have any questions or need further assistance, feel free to contact us:

• Email: jenny@merciio.com (response time: 24-48 hours)
• Call:+61285900289