Return Policy for MercelBay.com

At MercelBay.com, we are committed to providing high-quality products and excellent customer service. However, due to frequent misuse of our return process, we have updated our return policy. Please read the following guidelines carefully before making a purchase. By placing an order, you agree to abide by these terms.

1. Eligibility for Returns

• Return Window: Returns must be initiated within 7 days of receiving your order. No returns will be processed after this 7-day period. Please act promptly if you wish to return an item.

2. Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

• Health & Hygiene Products: Due to health and hygiene reasons, all cosmetic products are non-returnable.
• Opened or Used Products: No returns will be accepted for products that have been opened, used, or tampered with.
• Sale and Final Sale Items: Items purchased on sale or marked as “Final Sale” are not eligible for returns, exchanges, or refunds.
• Digital Products/Services: Digital downloads or services are non-returnable once purchased.
• Order Placed in Error: Orders placed in error (including mistakes made during checkout) are not eligible for return, exchange, or refund.
• Products Not Needed: Products purchased due to change of mind, "not needed", or any other similar reasons are not eligible for return or refund. We do not accept returns on products simply because the customer no longer wants them.
• Buyer’s Remorse: No returns will be accepted due to buyer’s remorse where the customer regrets purchasing the item after the fact.
• Personal Preferences: Returns will not be accepted for reasons such as personal preference, including but not limited to color, size, style, or design choices.
• Delayed Shipment or Order Issues: Delays in shipping or delivery times do not qualify for returns, refunds, or exchanges.
• Opened or Used Packaging: Returns will not be accepted for items that have been opened or unsealed, even if unused, due to hygiene and safety concerns.
• Customized or Personalized Products: Items that have been customized or personalized are non-returnable.
• Refused Deliveries: Returns will not be accepted for orders that were refused at delivery.
• Damage Due to Customer Use: Items that have been damaged due to misuse or improper handling by the customer will not be eligible for return or refund.

3. Return Process

• Step 1 - Contact Us: To initiate a return, you must contact us via our support form within 7 days of receiving the item. You will need a Return Authorization (RA) number to proceed with the return.
• Step 2 - Packing the Item: All returned items must be securely packed in their original packaging. If the packaging is damaged or missing, the return will be denied.
• Step 3 - Return Shipping: Return shipping is the customer's responsibility. Shipping costs (both original and return) are non-refundable, regardless of the reason for the return.

4. Restocking Fee

• Restocking Fee: All returns are subject to a 20% restocking fee, which will be deducted from the refund amount to cover the cost of inspecting, repackaging, and restocking returned products.

5. Damaged or Defective Products

• Reporting Damage or Defects: If your product arrives damaged or defective, you must notify us within 24 hours of receiving the item and provide photographic evidence of the damage or defect.
• Resolution: If confirmed, we will offer a replacement or partial refund. Return shipping for defective products may be covered by us.

6. Refunds and Processing Time

• Refund Process: Refunds are issued to the original payment method only after the returned item is inspected and approved. Returns that do not meet the criteria will not be refunded.
• Processing Time: Please allow 7-15 business days for returns to be processed. Refunds may take additional time depending on your bank or payment provider.

7. Shipping Costs

• Non-Refundable Shipping: Shipping costs, both original and return, are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item).
• Customer’s Responsibility: Customers are responsible for all return shipping costs unless we confirm that the product is defective.

8. Abusive Return Behavior

• No Tolerance for Abuse: Any attempts to abuse our return policy (such as claiming the product is "not needed," "changed mind," or any other similar reason) will result in the immediate termination of your return privileges. Excessive or fraudulent returns may lead to legal action and a permanent ban from placing further orders.

Important Notes:

• Cosmetic Products: For hygiene and safety reasons, cosmetic products are non-returnable. Please ensure you are satisfied with your purchase before opening or using these items.
• Order Errors: If you place an order in error, we are unable to accept returns or offer refunds. Please carefully review your order before completing your purchase.

By completing your purchase, you acknowledge that you have read, understood, and agreed to the above return and refund policy.