Return Policy

Return & Refund Policy

Last updated: September 6, 2026

At MERCAZ, we want you to love what you ordered. Because our products ship directly from our fulfillment partners, please allow up to 14 days for your order to arrive before requesting a return. This policy explains how returns, exchanges, and refunds work.

1. Return Window

You have 7 days from the date your order is delivered to request a return or exchange. To be eligible, an item must be unused, in its original packaging, and in the same condition you received it.

2. How to Start a Return

To start a return, contact us at luigicalegari123@gmail.com or message us on WhatsApp at +55 47 98456-7138 with your order number and the reason for the return. We will confirm your return and provide instructions on where to send your item, if applicable.

Please do not send your purchase back before contacting us, as items returned without prior authorization may not be accepted.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with your order number and a photo of the item. We will offer a free replacement or a full refund at no additional cost to you.

4. Refunds

Once your return is received and inspected (when applicable), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective: items marked as final sale, and personal-use items that have been opened or used.

6. Exchanges

If you'd like a different color, size, or variant, the fastest way to get it is to request a return for the item you have and place a new order once the return is approved.

7. Late or Missing Refunds

If you haven't received a refund after the timeframe above, first check your bank account again, then contact your credit card company — it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us.

8. Contact Us

Questions about your return or refund? Reach out any time:

This policy is provided for general informational purposes and does not constitute legal advice. We recommend periodically reviewing it to ensure it reflects your current practices and complies with applicable laws.