Returns & Complaints

Often (but not always) unused items can be returned if the packaging is still intact. The return policy depends on the relevant warehouse and therefore varies. You can see the return conditions for each item on the product detail page by clicking on ‘select conditions yourself’. The respective return conditions can also be seen when completing the return & complaint form.

Step 1 - In your order confirmation email you will find a link to the return & complaint form. Click on the link. This link is uniquely per order!

Step 2 - Select the reason for your return & complaint request for this item, and click "Continue". You will see immediately the respective return conditions for this item. Fill in all required fields regarding state of the product and its packaging, and then click "Send." For a defective item, please add at least three photos showing the defect.

Step 3 - Mercateo will send you an email with a summary of your request. Within five working days, you will be informed about the status. If your request has been accepted, you will receive more information including the correct return address, packaging, shipping costs, additional fees (if applicable) and a return shipping label. In case of a return request for multiple items, we would like to ask you to send them in separate packages as you have received them. Please make sure that you are using the correct return address and keep the shipping confirmation.

NOTE:
If you cannot find you order confirmation email, please send an email to service@mercateo.co.uk. Use the subject 'Return Request' + the order number. Include in your email the name of your company and the order number.

Did you order the wrong item? As long as your order has not yet been packed, you can usually cancel your order. Please contact our customer service as soon as possible.

Note – In rare cases it is not possible to cancel an order. This information can also be found on the product detail page of the item in question.

Items that you do not like or that you ordered by mistake can be returned under certain conditions. Please use the return & complaint form and then place a new order on the website.

Note - You cannot return all items. Please check the return policy for each item. For more information, see "Return an order".

With most carriers you get a shipping confirmation with Track & Trace code. This allows you to track your parcel on the carrier's website.

Our General Terms and Conditions apply for all orders on the website. When you receive a wrong or defective product the legal guarantee applies. For an improperly ordered product or if you just do not like it, the legal guarantee does not apply. If a product does not meet the requirements for a complaint, please see "Can I exchange an item?" for more information.

When an item is damaged or defective, you can use your right to complain. We ask you to do the following:

Step 1 - In your order confirmation email you will find a link to the return & complaint form. Click on the link. This link is uniquely per order!
If you cannot find you order confirmation email, please send an email to service@mercateo.co.uk . Use the subject 'Return Request' + the order number. Include in your email the name of your company and the order number.

Step 2 - Select the reason for your return & complaint request for this item, and click 'Continue'. You will see immediately the respective return conditions for this item. Fill in all required fields regarding state of the product and its packaging, and then click "Send." For a defective item, please add at least three photos showing the defect.

Step 3 - Mercateo will send you an email with a summary of your request. Within five working days, you will be informed about the status. If your request has been accepted, you will receive more information including the correct return address, packaging, shipping costs, additional fees (if applicable) and a return shipping label.

Note – In case of a return request for multiple items, we would like to ask you to send them in separate packages as you have received them. Please make sure that you are using the correct return address and keep the shipping confirmation.

Is a product defect due to normal wear and tear, we unfortunately cannot compensate this. If in doubt, please contact our customer service. We will be happy to help you!

Often (but not always!), unused items with an undamaged original packaging can be returned. The return policies vary by every Mercateo warehouse. You can see detailed return conditions per item on the product detail page by clicking on "Select conditions yourself". The respective return conditions can also be seen when completing the return & complaint form.

If you have a complaint about an item, please contact our customer service.More information on returning an item because of a defect can be found on this page under "Can I return an item because it is defective?".