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
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Under UK law, you have the right to cancel your order within 14 calendar days of receiving it.
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To cancel, you must notify us in writing at info@mercyinstitute.co.uk before the 14-day period ends.
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Certain exclusions apply (see Section 4 below).
2. Returns Conditions
To be eligible for a return:
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The item must be unused, in original packaging, and in resalable condition.
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You must return the product within 14 days of notifying us of cancellation.
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You are responsible for return shipping costs, unless the item is defective or sent in error.
⚠️ Important:
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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.
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If products are delivered, accepted, and confirmed in good condition, no refund or return will be accepted.
3. Refunds
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Once your return is received and inspected, we will confirm approval or rejection.
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Approved refunds will be issued to your original payment method within 7–10 business days.
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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:
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Digital products, downloadable content, and online courses once accessed.
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Personalised or custom-made items.
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Products returned without prior authorisation.
5. Exchanges
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We only replace items if they are defective, damaged on delivery (with unboxing proof), or incorrect.
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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:
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Your order number
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Reason for return
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Supporting evidence (including unboxing video if claiming defect/damage)
7. Late or Missing Refunds
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Please allow up to 10 business days after approval for the refund to appear.
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If you haven’t received your refund within this timeframe, contact your bank or card provider first. If still unresolved, contact us directly.