Refund policy
Last updated: 21 September 2026
At Merci, we want you to receive your order in the condition and size you expected. This policy explains when an item can be replaced or exchanged, how to report an issue, and what to expect from the process.
Please note that Merci does not offer general change-of-mind returns or cash/bank refunds. Where a claim or exchange qualifies under this policy, the resolution will be a replacement, size exchange, or store coupon, as applicable.
1. Defective, Damaged, Missing, or Wrong Items
If you receive an item that is defective, damaged, missing, or different from what you ordered, you must report the issue within 15 days of delivery.
To report an issue, email:
Please include an image showing the damage or defect. For a wrong-item or missing-item issue, Merci may request additional information where needed to verify the order.
For eligible defective, damaged, missing, or wrong-item cases:
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Merci will arrange free return pickup at Merci's cost.
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A replacement will be processed as soon as the defect report is received and will not be held up until the physical item has been returned.
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Depending on the circumstances, Merci's management will determine whether the resolution is a replacement or a store coupon.
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If a store coupon is issued, its value will equal the value of the ordered item.
A wrong item shipped due to a fulfillment error is treated as an issue on the same basis as a defect claim.
2. Size Exchanges
Size exchanges are available when the item is not defective and the customer wants a different size.
A size exchange must be requested within 15 days of delivery.
To qualify for a size exchange:
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The item must be unworn.
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Tags must be attached.
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The item must be returned in its original packaging.
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A size exchange is allowed once per item.
Merci will arrange the pickup and bear the pickup/shipping cost for an eligible size exchange.
The replacement size will be subject to availability.
If the requested replacement size is out of stock, Merci will issue a store coupon equal to the value of the ordered item.
Merci may refuse a size exchange if the item has been damaged by the customer.
A size exchange is separate from a defective, damaged, missing, or wrong-item claim. If an item has a defect, damage, or fulfillment error, please report it under the relevant section of this policy rather than treating it as a size exchange.
3. No General Change-of-Mind Returns
Merci does not accept general returns simply because a customer has changed their mind about an order.
Size exchanges are available only under the conditions set out in the Size Exchanges section above.
4. Order Cancellation
An order can be cancelled free of charge if the cancellation request is received before the order has been labelled and dispatched.
Once an order has been labelled and dispatched, it cannot be cancelled.
5. Refunds
Merci does not issue cash or bank-account refunds under this policy.
Where an eligible claim cannot be resolved through a replacement, the applicable resolution may be a store coupon in accordance with this policy.
6. How to Contact Us
For returns, exchanges, defects, damaged items, missing items, or wrong-item issues, contact:
Email: contact@mercishop.co
Registered business address:
C-47, Shop 26, II Avenue, Anna Nagar Plaza,
Chennai 600040
Phone: +91 94455 48437
Please include your order details and the relevant information or images needed to review your request.
7. No Product-Specific Exclusions
There are currently no product-specific exclusions under this policy. The eligibility requirements and conditions described above apply to Merci products generally.
8. Important Note
This Returns/Exchange Policy is a draft based on Merci's current operating decisions and the information provided for this policy. It is intended to clearly communicate the current customer process but should be reviewed by a qualified legal professional before publication to ensure compliance with applicable Indian laws and regulations.