Returns and warranty claims are two different things on Mercur. A return sends an item back for a refund; a warranty claim fixes or replaces a faulty item. Both are started from your order, and both are handled by the seller of that item.
Returns
Every seller on Mercur accepts returns within a 30-day window from delivery. This is the Mercur merchant return policy, a commercial commitment every seller signs up to.
Returns are handled per seller. Because a single order can contain items from several sellers, one order may produce several separate return requests. You return each seller's items to that seller. Start a return from the relevant order in your orders, choose the items, and we generate the return label and instructions for that seller.
| Category | Return window | Condition required |
|---|---|---|
| Electronics & appliances (new) | 30 days | Unused, complete, original packaging |
| Certified refurbished | 30 days | As received, all accessories included |
| Opened / activated software | Not returnable | Once activated, unless faulty |
| Hygiene items (earbuds, shavers) | 30 days | Sealed / unopened only |
Once the seller receives and checks the returned item, your refund is issued to the original payment method.
Warranty claims
A warranty claim is for a defect or malfunction: an item that arrived faulty or stopped working. It is a separate process from a return: you are not sending a working item back for a refund, you are asking the seller to repair, replace or refund a faulty one. Start a warranty claim from the affected order in your orders.
The seller assesses the fault and proposes a remedy. If a claim isn't resolved fairly, Mercur buyer protection steps in.