Returns and Refunds 

Mercnus Hassle-Free Return & Exchange Policy

We take pride in offering a seamless shopping experience with our 1-Day Return & 7-Day Exchange Policy. Shop with confidence!

Guidelines for Return & Exchange

If you receive a product in poor condition or notice any signs of tampered or damaged packaging, please refuse to accept the delivery. Take a video and at least two photos of the package and email them to help@mercnus.com within 24 hours of receiving the delivery. 

A brand-new replacement will be shipped to you at no extra cost.

If the product itself is damaged or has an error, ensure to record an unboxing video and email it to us with accompanying photos within 24 hours of delivery. If the video clearly shows the issue, we will happily arrange a pickup of the defective item and either provide you with a replacement or issue store credits, as per your preference.

Additional Policy Details

• Once we receive the product, we will conduct a quality check, to ensure the jewellery has not been exposed to perfumes or improper care. If the test is cleared, we will process the replacement or issue store credit.
• Jewellery that has been exposed to conditions outside the guidelines in the Jewellery Care Kit will not qualify for replacement or store credit.
• Discounts will not apply to exchanged jewellery items.

Order Cancellation

If you need to cancel an order, please notify us within 24 hours of placing it. Once the cancellation is confirmed, the refund will be processed and reflected in your account within 7 business days. 

Please note, for personalised pieces, production begins within 24 hours, and cancellation requests will not be accepted after this period.

Communication

All return and exchange requests must be emailed to help@mercnus.com. We will not entertain requests via any other communication channels.

Legal Notice

Failure to adhere to these policies or attempts to defame Mercnus on any platform without valid grounds may result in legal action

Eligibility for Return/Exchange

To qualify for a return or exchange:

• The product must have been delivered within the last 24 hours for a return and within the last 7 days for an exchange.
• The product must be unused and in its original condition.
• You must retain the receipt and the product’s packaging must be intact.
• A maximum of two exchanges or returns is allowed per jewellery item.
• The product must not show any signs of wear, tarnish, or damage caused after delivery.

When returning a product, ensure you receive a physical or digital receipt as proof. This receipt guarantees store credit or a replacement, even in the rare case of the item being lost in transit.

We’re committed to ensuring your satisfaction and providing you with a worry-free shopping experience at Mercnus!