Refund policy

Return & Exchange Policy

At Mercaze, we are committed to delivering premium-quality men’s underwear while maintaining the highest hygiene and safety standards. Due to the intimate nature of our products, we follow a strict return and exchange policy in line with industry regulations.

 

Eligibility for Return or Exchange

Innerwear products are not eligible for return or exchange.

Exchanges will be considered only in the following cases:

  • The product is manufacturing defective

  • An incorrect product has been delivered

To be eligible:

  • The issue must be reported within 48 hours of delivery

  • The product must be unused, unwashed, and unworn

  • The product must be in original packaging with all tags intact

  • A clear video of the defective product  is mandatory

 

Non-Exchangeable Items

The following are strictly non-exchangeable:

  • Innerwear once opened or tried

  • Products without original tags or packaging 

  • Products returned due to size issues or personal preference

  • Sale, discounted, or clearance items (unless damaged or defective)

 

Exchange Policy

  • Exchanges are permitted only for manufacturing defects or incorrect products

  • Size exchanges are not allowed due to hygiene reasons

  • Approved exchanges will be processed after verification and quality inspection

 

Order Cancellation

  • Orders can be cancelled before dispatch

  • Once shipped, cancellation requests will not be accepted

 

Important Information

  • Mercaze Pvt Ltd reserves the right to approve or reject any exchange request

  • All decisions made by Mercaze regarding, exchanges are final

  • Misuse of the exchange  policy may result in future requests being declined

 

Contact Us

For assistance, please reach out to us at:
📧 support@mercaze.com
🕒 Customer Support Hours: Monday to Friday, 10:00 AM – 6:00 PM (IST)