Handling Complaints We receive all customer complaints related to the use of our company’s services. In all warranty cases, customers can contact us to proceed with the warranty process. The maximum time to resolve complaints is 03 (three) working days from the receipt of the customer’s complaint.

Return and Refund Policy at MERCANTILE

1.1. Regulations on Returns:

You can return items if they are defective due to manufacturing, during transportation, or if the wrong item is delivered. However, you cannot return items once you have signed for and inspected them with our sales or delivery staff. Before placing an order, we advise you to carefully review the product information and price before completing the purchase. Once your order is placed on the mercantile-asia.com website, it will be processed immediately and cannot be changed. We will assist customers in exchanging for equivalent value products and will not provide refunds if you purchase directly from mercantile-asia.com and have inspected the items upon receipt.

1.2. Methods of Returning or Exchanging Purchased Items:

You can return purchased items when our mercantile-asia.com delivery staff arrives and confirms at that moment. However, you must keep the purchase receipt.

Conditions for returning items: Orders can only be returned when they meet the following conditions: The purchase invoice provided by MERCANTILE to the customer must be intact and clear. The returned/exchanged product must be brand new, with all accessories (including usage instructions, warranty cards, product box packaging), and accompanying gifts (if any). The product must maintain its original structure without dents, cracks, or breakages. Unused Different from the description. Received the wrong/missing item. If there are promotional gifts, the customer must keep them intact. The product still has a valid exchange/return period within 07 days (from the date of receipt). The new exchanged product will have an equivalent or higher value than the previously purchased product. mercantile-asia.com will not refund money if the customer has purchased the product.

Do not return in the following cases: Products are not intact as provided by mercantile-asia.com Reasons for return/exchange must be valid. mercantile-asia.com does not accept return/exchange for reasons of dissatisfaction or personal preference/gifts.

Regarding time: Within 07 days, if the product is still intact. MERCANTILE will exchange and refund the customer.

Valid Return/Exchange Cases: Broken, damaged: If upon receiving the product from the shipper, the customer inspects the product and confirms it is broken or damaged, mercantile-asia.com will assist in exchanging the product immediately. Technical fault. Not as advertised Wrong item delivered. Missing item delivered.

1.3. Refund Policy:

Refund deadline: mercantile-asia.com will only refund the customer when mercantile-asia.com confirms receiving the returned item and there is no request for exchange with equivalent value. We will refund the payment directly to the customer’s provided bank account.

1.4. Costs for Returns:

If the product is verified not to be a fault of mercantile-asia.com, then the buyer must bear the return shipping costs.

1.5. Methods of Returning or Exchanging Purchased Items:

If there is a request for exchange/return, customers please contact mercantile-asia.com via hotline: 028 3822 1666 or email to Email: tuyetngan269@gmail.com within 24 hours to receive the best support.