Returns and refunds
MerchVice is the seller of record for every order, so we stand behind every one. Here's what's always covered, and how each seller's return policy adds to it.
Always covered
- If an item never arrives, MerchVice makes sure you're refunded.
- If an item isn't as described (a different item or size, damage the listing didn't show, or not official when the listing said it was), MerchVice makes sure you're refunded.
- This holds whatever the seller's return policy says, No returns included. Tell the seller under Something's wrong, and ask MerchVice to step in if it isn't put right.
If something's wrong with an order
- Open the order and tap Something's wrong. It writes to the seller in the order's own messages.
- The seller has 3 days to answer. Most things get sorted out between you.
- If they don't answer, or you can't agree, tap Ask MerchVice to step in. A person at MerchVice reads the order and the messages and decides, and can refund you directly.
- Raise a problem as soon as you can.
Timelines
- The seller ships within 5 days of payment. If they don't, you can cancel from the order page and get everything back.
- Once it ships, tap It arrived when it does. If you don't, it counts as arrived 14 days after shipping unless you've raised a problem.
- The seller is paid when you tap It arrived, or 3 days after it counts as arrived. Raise a problem before then and the money waits until MerchVice has looked at it. After that, MerchVice can still refund you.
- Refunds go back to the card or wallet you paid with. It reaches your card within 5 to 10 days.
Card disputes
You can always ask your card issuer to dispute a charge. Your bank decides, and MerchVice answers with the order's tracking and messages. Asking us first is usually faster, since we can refund straight away.
Seller return policies
On top of what's always covered, each seller picks one of these for each listing. The one that applies is the one on the listing when you bought it: a later change by the seller never changes your order.
- No returns
- No change-of-mind returns. Everything under Always covered still applies.
- Returns within 14 days, buyer pays return shipping
- Start a return from the order page within 14 days of arrival. You pay to send it back, and the seller refunds the item's price once it's back with them. If they don't, ask MerchVice to step in.
- Returns within 30 days, seller pays return shipping
- Start a return from the order page within 30 days of arrival. The seller pays to have it sent back, and refunds the item's price once it's back with them. If they don't, ask MerchVice to step in.
- Exchanges only, within 14 days
- Ask for an exchange from the order page within 14 days of arrival, and agree the swap with the seller in the order's messages. If you changed your mind, you pay to send it back and the seller pays to send the exchange. If it isn't as described or arrived damaged, the seller pays both ways. If no swap works out, ask MerchVice to step in.
A seller may add a short note under their policy, like the item's condition. The note can't change the policy. Some older listings show only the seller's own note from before these policies: a return under it can be started within 30 days of arrival and goes to MerchVice, which reads the note and decides.
Questions
Write to MerchVice customer service at hello@merchvice.com, or use the contact page.