Refund policy

Last Updated: May 18, 2026

At Merciio, we want you to love your purchase. If for any reason you are not completely satisfied with
your items, we are here to assist you with a straightforward return or exchange process. Our policy is
designed to be clear and fully compliant with Australian Consumer Law.

1. Return Window

All regular-priced items are eligible for a refund or an exchange within 15 days from the date of purchase
or delivery. Please ensure you contact us within this timeframe, as we cannot accept return requests or
process refunds once this 15-day window has closed.

2. Eligibility Criteria for Returns

To qualify for a successful return, exchange, or refund, your items must meet the following conditions:
The item must be completely unused, unworn, and in the exact same condition that you received it.
The product must be returned in its original, undamaged packaging.
A valid proof of purchase (such as your order confirmation email or invoice receipt) must be provided.

3. Return Shipping Costs & Labels

We believe in a hassle-free return experience. For all approved online returns within Australia, we will
provide you with a prepaid return shipping label via email. This ensures the package is properly
tracked and safely delivered back to our facility.
Please do not ship items back to us without using our official prepaid label. If an item is returned and
found to be ineligible under our policy conditions, any associated costs may be deducted from your final
refund amount.

4. How to Start an Online Return

Step 1: Send an email to our support team at jenny@merciio.com to formally request your return
or exchange.
Step 2: Once your request is verified, we will email you a prepaid return shipping label and
instructions.
Step 3: Package your items securely, attach the provided label, and drop it off at your nearest
postal service location.

All online returns must be directed to our dedicated facility address:
Merciio Returns
25 Foreman Street, Glenfield, New South Wales 2167, Australia

5. Non-Returnable Items & Exceptions

The following items are strictly excluded from our return policy and cannot be refunded or exchanged:
Gift cards (purchases made via gift cards will only be issued as store credit).
Personal care, hygiene, and wellness products.
Customized, tailored, or personalized items made specifically to order.
Clearance items and products marked as final sale.
Any item not in its original condition or damaged due to reasons not caused by our error.

6. Refund Processing Timeline

Once your return package arrives at our warehouse, our team will inspect the items to ensure they meet
the eligibility criteria. This review and processing phase takes up to 14 business days from the date of
arrival.
Approved refunds are immediately credited back to the original payment method used during checkout.
Please note that additional processing times may apply before the funds show on your statement,
depending entirely on your bank or credit card provider.

7. Delayed or Missing Refunds
If you have received an approval confirmation from us but cannot see the funds in your account after the
stated timeframe, please complete the following steps:
Review your bank account balance or credit card statement thoroughly.
Contact your financial institution or credit card issuer directly, as processing holds can delay official
postings.
If you have followed these steps and still require assistance, please reach out to us at
jenny@merciio.com.

8. Consumer Guarantees Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are
entitled to a replacement or refund for a major failure and compensation for any other reasonably
foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail
to be of acceptable quality and the failure does not amount to a major failure.