Mercari, Inc.
Mercari provides an online marketplace for consumers. Refund requests are processed by Mercari in line with e-commerce requirements and in accordance with our Terms of Service (TOS).
Policy
Mercari’s Return policy reflects a balance between the needs of both parties to the transaction, the Buyer and the Seller. If a Buyer has a concern about an item that they received, they must initiate a return request through the Order Status page or the Rating page within 72 hours of the carrier-confirmed local delivery time (concerns raised outside of these channels may not be considered). When a Buyer has rated the transaction or when more than 72 hours have passed, returns are not permitted. Sellers are required to provide shipping labels for the buyer to return items that are over 50 pounds. Item weight is determined by the actual weight of the item or the dimensional weight of the package, whichever is greater.
Return Eligibility
If a return request is made within 72 hours from delivery (as reflected by the carrier’s timestamp), the item may be returned.
Please select a return reason:
- I changed my mind
- Item doesn’t fit
- Item smells
- Item is not as described in the listing
- Item doesn't work as described
- Item was damaged during shipping
- I didn’t received everything I ordered
- I received the wrong item
- Authenticity concerns
Evaluation
As part of the return process, the Buyer must provide the reason for the return and clear photos of: the shipping label used, the external package, packing materials, and all items included in the package. Buyers must provide the requested information within 24 hours of the request. In some cases, Mercari may share the Buyer’s photos with the Seller or require additional information. Mercari has the right to refuse a return request, including in cases of fraudulent conduct or where the item has been modified after receipt.
When a return is approved, Mercari provides a free shipping label to the Buyer. The Buyer has three (3) calendar days to provide the item to the designated shipping carrier or the return may be voided. If the returned item was shipped and confirmed by the carrier but is not received by the Seller, the Buyer will be refunded no later than 30 calendar days from the first carrier scan date. If the Buyer does not use the return label provided by Mercari and the order has been rated by the seller, then a refund will not be issued.
Approved Returns - Under Nominal Amount
Returns under a nominal amount may be issued as an account credit in lieu of a refund to the original form of payment, and the Buyer may not be required to ship the item back to the Seller. Credits issued will expire in 90 days, unless the Buyer requests to have the funds added to their account balance.
Requests for refunds in another form of payment must be made within three (3) calendar days of return approval and before credits are used.
Approved Returns and Refunds - Over Nominal Amount
Completed returns will either be refunded to the original form of payment or to Mercari Credit. If Buyer selects to be refunded by Credit, Credit will be issued upon confirmation that the item was shipped back to the seller. If Buyer selects to be refunded to the original form of payment, the refund will be processed no later than 14 calendar days after confirmation that the item was returned by the Buyer to the Seller using the return label provided by Mercari. The Seller has the right to dispute the condition of the returned item and Mercari has the right to not issue a refund if the purchased item was not returned to the Seller on time and in the same condition as as when it was shipped.
For a completed return, you will receive a refund to the original form of payment or in Mercari credit, excluding the payment processing fee and, in some cases, the service fee and other third party fees may not be refunded.
Refunds Request After Rating
As noted above, if a Buyer has rated the item or does not contact Mercari to request a return within 72 hours of receipt of an item, a return will not be permitted and a refund will not be issued.
If a return request has been approved, the Buyer must return the item using the Mercari-provided return label within 72 hours of receipt of the label. For clarity, the item must be dropped off with the carrier (according to the timestamp of the first scan) within 72 hours from receiving the return label. An approved return will be voided and payment released to the Seller if at least seven (7) days from the date of the initial return approval have passed without a tracking update.
A Buyer has 15 days from delivery date to contact Mercari to provide evidence that the item was stolen or may be inauthentic. For cases where the payment has already been released to the Seller, Mercari may refund the Buyer through an account credit which may be used toward the Buyer’s next purchase. Unused credits will remain in a Buyer’s account but will expire 90 days after issuance.
Seller Return Issues
When the Seller receives an item back from the Buyer, the Seller has 24 hours from confirmed delivery to let Mercari know that the item is not in the same condition as initially shipped. Sellers can inform Mercari about the item’s altered condition from the Order Status Page or Help Center and must provide all information and photos requested by Mercari within 24 hours. Mercari will review the request and take appropriate action, at its discretion.
Return Process Abuse
Abuse of the Return process, by either a Seller or a Buyer, may result in account limitation(s) and/or legal action, as determined by Mercari in its sole discretion.
Updated: 03/27/2024