Last updated: October 2025
At Mercury Vintage Yokohama, we aim to ensure customer satisfaction while maintaining transparency about our return and refund practices.
Because most of our products are preloved vintage items, each piece is unique and may have minor imperfections. Please review this policy carefully before placing an order.
1. Condition of Preloved Items
All products are secondhand items and may show imperfections such as scratches, stains, or signs of use.
Please review all product descriptions and photos carefully before purchasing.
By placing an order, you acknowledge and accept the condition of the item.
2. Final Sale Policy
All sales are final.
Once an order has been shipped, no cancellations, returns, or exchanges will be accepted, except in the limited cases described below.
3. Eligibility for Return or Refund
Returns or refunds are only accepted if:
The item received is significantly different from the product description, or
The item is damaged during shipping.
Important:
To be eligible for consideration, you must:
Contact us within 24 hours of receiving the package.
Provide a full unboxing video as proof (recorded from the moment the sealed package is opened).
Ensure the original security tag remains attached and intact.
Claims submitted after 24 hours or without proper video evidence will not be accepted.
4. Non-Returnable Cases
We do not accept returns or refunds for the following reasons:
Change of mind, color difference, or size concerns.
Minor imperfections typical of vintage/preloved items.
Damage or removal of the security tag.
Customer refusal to pay import duties or accept the package.
Delays caused by customs, weather, or other force majeure events.
5. Refund Method and Timeline
If your return request is approved, the refund will be processed to your original payment method (credit card, PayPal, or Stripe) within 5–10 business days after we confirm the item’s return and inspection.
Please note that:
Shipping fees, customs duties, and taxes are non-refundable.
Refunds may take additional time depending on your payment provider or bank.
6. Shipping Risks and Insurance
All shipping risks, including damage or loss during transit, are the responsibility of the customer.
We recommend purchasing shipping insurance through the carrier for added protection.
7. Color & Size Disclaimer
Product colors may vary depending on monitor settings. Size measurements may have slight manual measurement differences.
Returns or refunds will not be accepted for these reasons.
8. Customs & Import Duties
All customs duties, import taxes, and handling fees are the responsibility of the customer.
Returns due to refusal to pay duties or rejection of the package will not be accepted.
9. Tag Policy
Each item includes a Mercury Vintage security tag.
If the tag is damaged, removed, or lost, the product will be considered “accepted” by the buyer, and no return or refund request will be processed.
10. Force Majeure Disclaimer
We are not responsible for delays or issues caused by force majeure events, such as natural disasters, strikes, customs delays, or transportation disruptions.
11. Fraud Prevention
If any fraudulent or abusive return behavior is suspected, the Company reserves the right to refuse processing and deny any future transactions.
12. How to Request a Return or Refund
To file a request, please contact our support team:
📧 Email: mercury.vintage.hk@gmail.com
📦 Subject: Return/Refund Request – [Order Number]
🕒 Deadline: Within 24 hours after delivery
💬 Required Information:
Full name
Order number
Product name
Reason for request
Proof (unboxing video and clear product photos)
We will review your case and respond within 2–3 business days.
13. Contact Information
Mercury Vintage合同会社
Yokohama, Kanagawa, Japan
Email: mercury.vintage.hk@gmail.com
Website: https://www.mercuryvintage.com