Newcome Knit Shirt

Return & Refund Policy

At Merc, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below.

Nothing in this policy affects your statutory rights under applicable consumer law, including your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

1. Return Eligibility

We accept returns of unused items within 30 days of receipt of your order, subject to the conditions below.

To qualify for a return:

• Items must be unworn, unused, and returned in “as new” condition.
• All original packaging, swing tags, labels, and accessories must be included and securely attached.
• Items may be tried on for sizing and fit only and must not show signs of wear, use, washing, fragrance, deodorant, smoke, makeup, or damage.
• Items must be packaged appropriately to avoid damage during transit.

We reserve the right to refuse returns or apply a reasonable deduction from the refund amount where the value of the goods has been diminished due to handling beyond what is reasonably necessary to establish the nature, characteristics, and fit of the item.

2. Sale & Promotional Items

Discounted, promotional, or sale items may be eligible for store credit only unless otherwise required by applicable consumer law.

This restriction does not apply to items that are faulty, incorrect, misdescribed, or not fit for purpose. In such cases, your statutory rights remain fully protected.

3. Returns Outside the Return Window

Returns requested or received outside the 30-day return period may, at Merc’s discretion, be accepted for store credit only.

4. Faulty, Incorrect, or Damaged Items

If you believe you have received a faulty, damaged, or incorrect item, please contact our Customer Service Team as soon as reasonably possible after delivery, ideally within 48 hours, including photographs where applicable.

Once the issue has been reviewed and confirmed by our team:

• We will provide appropriate support in accordance with your statutory rights.
• Reasonable return postage costs will be reimbursed for confirmed faulty or incorrect items.

Please note:

• Damage resulting from normal wear and tear, misuse, accidental damage, improper care, or unauthorised alterations will not be considered faulty.
• Minor variations in colour, texture, or finish that may occur during manufacturing or photography do not constitute faults.

5. Packaging & Shipping Requirements

• Returned items must be sent in a suitable outer box or parcel bag.
• Please do not attach shipping labels, tape, or stickers directly to the product packaging.
• Items must be securely wrapped and adequately protected during transit.
• Customers are responsible for arranging and paying return shipping costs unless Merc confirms, following review, that the item is faulty, incorrect, or materially not as described.

UK Returns

Please use a tracked or Recorded Delivery service. Returned items remain the customer’s responsibility until safely received and inspected by our warehouse.

EU & International Returns

Merc ships eligible EU and international orders on a Delivered Duty Paid (DDP) basis where applicable, meaning duties and import taxes on the original outbound shipment are paid by Merc.

Customers are also responsible for any customs charges, carrier handling fees, brokerage fees, taxes, or import-related costs that may arise in connection with the return shipment itself.

Please use a tracked or recorded postal or courier service and retain proof of postage and tracking details until your return has been fully processed.

Customers are responsible for ensuring customs declarations are completed correctly, including clearly marking parcels as:

“RETURNED GOODS – NO COMMERCIAL VALUE”

Merc cannot accept responsibility for delays, losses, additional charges, or customs issues resulting from incorrect or incomplete customs documentation.

6. Refunds

Once your return has been received and inspected, refunds are typically processed within 10 working days. During peak periods, processing times may be extended.

Once processed, refunds may take an additional 2–5 working days to appear in your account, depending on your payment provider or bank.

Refunds will be issued to the original payment method used at checkout unless otherwise agreed.

Where permitted under applicable consumer law, Merc reserves the right to deduct direct outbound shipping costs from refunds where promotional or subsidised shipping was provided.

Any deductions made for diminished value, missing packaging, damaged tags, or excessive handling will be proportionate and communicated where appropriate.

7. Store Credit

Where store credit is offered or selected:

• Credit will reflect the eligible value of the returned goods.
• Store credit may be issued electronically for use on future purchases.
• Store credit is non-transferable and non-refundable unless required by law.

8. Exchanges

We do not currently offer direct exchanges.

If you require an alternative size, colour, or style, please place a new order and return the original item separately in accordance with this policy.

9. Refused Deliveries & Failed Collections

If an order is refused by the customer, uncollected, or returned due to failed delivery attempts, Merc reserves the right to deduct:

• Original outbound shipping costs
• Return shipping charges
• Customs charges, handling fees, or carrier administrative fees incurred by Merc

from any refund issued, where permitted under applicable consumer law.

10. Return Address

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

11. Contact Us

If you require assistance regarding your return, please contact our Customer Service Team, and we will be happy to assist you.

Thank you for shopping with Merc — we appreciate your support and look forward to serving you again!

Last updated: 15/08/2024