Walesby Overcoat

Return & Refund Policy

At Merc, your satisfaction is our priority. We understand that sometimes you may need to return an item. In line with UK Distance Selling Regulations and the Consumer Rights Act 2015, we offer returns for unused items within 30 days of receipt of your original order.

1. Conditions for Returns

• Items must be unused, in their original packaging, with all swing tags and labels securely attached.

• Items may be tried on for sizing but must not be worn beyond normal inspection.

• Returns with damaged packaging, missing tags, or unattached labels may be refused or subject to a restocking fee (UK £10 / EU €12 / US $12).

• Do not remove tags or damage packaging, as this may affect your entitlement to a refund for change-of-mind returns.

• Items must be securely packaged to ensure they return in “as new” condition.

2. Sale Items

• Sale items are eligible for store credit only, and the value of your credit reflects the purchase price paid.

• This restriction applies only to non-faulty sale items. Full-price items are eligible for standard refunds under our policy.

• If a sale item is faulty, misdescribed, or not fit for purpose, a full refund will be provided in accordance with consumer law.

3. Returns After 30 Days

• Returns made after 30 days may be eligible for store credit only, provided all conditions are met.

4. Faulty or Incorrect Items

• If you receive a faulty or incorrect item, contact us within 48 hours of receipt.

• Once confirmed, we will refund return postage costs.

• Items damaged through wear and tear are not considered faulty.

5. Packaging & Shipping Requirements

• Use a box or parcel bag — do not attach labels directly to the product packaging.

• Ensure items are securely wrapped for protection during transit.

• Return shipping costs are the responsibility of the customer unless the item is faulty.

• UK Returns: Use Recorded Delivery; returns remain your responsibility until received.

• International Returns: Use your local postal service with recorded delivery and proof of posting. Duties, taxes, or fees are the customer’s responsibility.

6. Refund Process

• Returns are processed within 10 working days of receipt (may take longer during busy periods).

• Refunds take an additional 2–5 days to appear in your account, depending on your bank.

• If your order qualified for free delivery, a fee of UK £4 / EU €29.95 will be deducted from the refund (unless you choose store credit).

7. Store Credit Option

If you opt for store credit instead of a refund:

• • The full item value, including eligible original shipping costs, will be credited.

  • This option allows you to shop again hassle-free.

8. Exchanges

• We no longer offer direct exchanges.

• For a different size, colour, or style, please place a new order and return the original item.

9. Return Address

Merc Clothing Ltd – Returns Department
C/O Yellow Storage
380 Richmond Road
Kingston Upon Thames
KT2 5PR
United Kingdom

Notes:

• Merc reserves the right to refuse refunds or exchanges for items returned in a damaged, worn, or tampered condition.

• Customers are responsible for all return shipping costs, except in cases of faulty or misdescribed items.

If you have any questions or need help with your return, please contact our, please don’t hesitate to contact our Customer Service Team. Thank you for shopping with Merc — we appreciate your support and look forward to serving you again!

Last updated: 15/08/2024