Returns Policy

5.2 Returns Policy

Last Updated: 01-06-2026

At Mercer Vancouver, customer satisfaction is important to us. However, we understand that there may be occasions where you wish to return a product. This Returns Policy explains the process and conditions clearly.

If you are unsure about anything, please contact us first at info@mercervancouver.com. We are always happy to help and discuss possible solutions.

1. How We Operate

Mercer Vancouver operates using a direct-from-supplier fulfilment model.

To reduce waste and minimise our environmental impact, we do not maintain large inventories. Products that are not held in stock are shipped directly from our supplier, located in China.

As a result, returned items must also be sent to our supplier's return address in China.

2. Return Period and Return Requests

You may request a return within 14 days of receiving your order by contacting info@mercervancouver.com.

Please note:

  • A return request can only be submitted after the item has been physically received.

  • Your order number must be included with every return request.

  • A valid reason for the return must be provided.

  • Once approved, we will provide the return address of our supplier.

3. Return Conditions

The following conditions apply to all returns:

  • A valid reason for return is required.

  • Items must be unused, unwashed, undamaged and in their original condition.

  • All tags, labels and original packaging must remain attached.

  • Items may be tried on but must not be worn.

  • Sale items cannot be returned without a valid reason.

  • Ordering multiple sizes with the intention of returning part of the order is not permitted.

  • Certain items are excluded from returns for hygiene reasons, including underwear, swimwear and jewellery, unless they remain unopened and unused.

We reserve the right to refuse returns that do not meet these conditions.

4. Return Costs and Procedure

  • Return shipping costs are the sole responsibility of the customer.

  • This includes any international shipping fees, customs charges or import duties.

  • Returned items must be sent to our supplier's return address in China.

  • Customers are responsible for arranging and paying for the return shipment.

  • We strongly recommend using a tracked shipping service.

Without valid proof of shipment or tracking information, we may be unable to process the return.

5. Customer-Friendly Alternative Solutions

As international returns can be costly and time-consuming, we are often able to offer alternative solutions.

Depending on the situation, we may propose:

  • A partial refund

  • Store credit

  • A replacement item

  • A discount on a future order

Any alternative solution will be agreed upon via email before a return is initiated.

Please contact info@mercervancouver.com before sending any item back.

6. Incorrect, Damaged or Defective Items

If there is an issue with your order, including incorrect sizing, quality concerns, damage or receiving the wrong item, please contact us within 14 days of delivery.

Your email must include:

  • Your order number

  • A clear description of the issue

  • Clear photographs showing the problem

Claims submitted without sufficient photographic evidence may not be eligible for review, refund or replacement.

Once we receive the required information, we will assess the situation and work towards an appropriate solution as quickly as possible.

7. Refunds

Refunds can only be issued once the returned item has been received and approved at the supplier's return address in China.

Once approved:

  • Refunds will be processed within 14 days

  • Refunds will be issued to the original payment method used during checkout

Original shipping costs are non-refundable.

8. Order Cancellations

Orders cannot be cancelled once they have entered processing.

Refund requests, payment disputes or chargebacks may not be initiated before the item has been delivered and received.

If you experience any issue with your order, please contact info@mercervancouver.com first so that we have the opportunity to resolve the matter.

9. Liability

Mercer Vancouver is not responsible for:

  • Lost packages where tracking information confirms successful delivery to the address provided by the customer.

  • Delays caused by customs, courier services or circumstances beyond our control.

  • Incorrect or incomplete shipping addresses provided by the customer.

Any address errors must be reported within 24 hours of placing the order by emailing:

info@mercervancouver.com

Contact Information

Mercer Vancouver
Binnenhaven 50
7547 BH Enschede
Netherlands

Email: info@mercervancouver.com
Website: www.mercervancouver.com