Refund & Returns Policy

Effective Date: 17 September 2025

Thank you for shopping with Mercy Institute. We value your trust and aim to provide high-quality products and services. This Refund & Returns Policy explains your rights under UK consumer law and sets out our conditions for returns, refunds, and exchanges.

1. Statutory Right to Cancel

• Under UK law, you have the right to cancel your order within 14 calendar days of receiving it.

• To cancel, you must notify us in writing at info@mercyinstitute.co.uk before the 14-day period ends.

• Certain exclusions apply (see Section 4 below).

2. Returns Conditions

To be eligible for a return:

• The item must be unused, in original packaging, and in resalable condition.

• You must return the product within 14 days of notifying us of cancellation.

• You are responsible for return shipping costs, unless the item is defective or sent in error.

⚠️ Important:

• For any claim of damage, defect, or missing items, you must provide a clear unboxing video taken at the time of opening the package. Without this evidence, claims cannot be processed.

• If products are delivered, accepted, and confirmed in good condition, no refund or return will be accepted.

3. Refunds

• Once your return is received and inspected, we will confirm approval or rejection.

• Approved refunds will be issued to your original payment method within 7–10 business days.

• Shipping charges are non-refundable, except where the return is due to our error.

4. Exemptions (Non-Returnable Items)

The following items cannot be returned or refunded:

• Digital products, downloadable content, and online courses once accessed.

• Personalised or custom-made items.

• Products returned without prior authorisation.

5. Exchanges

• We only replace items if they are defective, damaged on delivery (with unboxing proof), or incorrect.

• Exchanges must be requested within 14 days of delivery.

6. How to Start a Return

To request a return, email us at info@mercyinstitute.co.uk with:

• Your order number

• Reason for return

• Supporting evidence (including unboxing video if claiming defect/damage)

7. Late or Missing Refunds

• Please allow up to 10 business days after approval for the refund to appear.

• If you haven’t received your refund within this timeframe, contact your bank or card provider first. If still unresolved, contact us directly.