Last updated: September 21, 2026
At Mercury Vintage Yokohama, we aim to provide clear and accurate information about our vintage and pre-owned products, as well as our return and refund procedures.
As each vintage or pre-owned item is unique and may show signs of previous use, customers must review this policy, the product description, condition details, measurements, and all available photographs before placing an order.
1. Condition of Vintage and Pre-Owned Products
All products sold on the Website are vintage or pre-owned items.
Products may show signs of age, storage, or previous use, including minor scratches, stains, discoloration, hardware wear, storage odours, or other imperfections.
Known and reasonably identifiable characteristics will be disclosed through the product description and photographs.
By placing an order, the customer acknowledges and accepts the disclosed condition of the product.
2. Final Sale Policy
All sales are final.
Once an order has been shipped, cancellations, returns, or exchanges will not be accepted except in the limited circumstances described in this policy.
Cancellation requests submitted before shipment are not guaranteed and remain subject to the Company’s approval.
3. Eligible Return or Refund Claims
A return or refund request may be considered only when:
The product is confirmed to be inauthentic;
The product received is materially different from its description; or
The product is damaged during delivery.
For delivery damage or a product being materially different from its description, the customer must:
Contact the Company within 24 hours of confirmed delivery;
Provide a continuous, unedited unboxing video recorded from before the sealed parcel is opened;
Provide clear photographs of the parcel, shipping label, packaging, product, and relevant issue;
Retain all original packaging; and
Keep the original Mercury Vintage security tag attached and intact.
Claims submitted after 24 hours or without sufficient supporting evidence may not be accepted because the Company may be unable to verify when or how the issue occurred.
Authenticity concerns should be reported without undue delay together with relevant supporting evidence. Authenticity concerns will be reviewed separately and are not automatically rejected solely because the security tag has been removed.
4. Non-Returnable Circumstances
Returns, exchanges, or refunds will not be accepted for:
Change of mind or personal preference;
Size, fit, weight, or capacity concerns;
Minor colour differences caused by lighting or screen settings;
Signs of wear, aging, or imperfections already disclosed in the product listing;
Minor measurement differences resulting from manual measurement;
Failure to review the product description, photographs, measurements, or condition before purchase;
Damage occurring after delivery through use, handling, storage, cleaning, repair, or alteration;
Removal or damage of the security tag in condition-related claims;
Refusal to pay applicable customs duties, import taxes, or handling charges;
Refusal or failure to accept delivery; or
Customs, weather, carrier, or other delays outside the Company’s reasonable control.
5. Review and Return Authorisation
Customers must obtain written return authorisation from the Company before sending any product back.
The Company may request additional photographs, videos, documents, authentication evidence, or information reasonably required to review the claim.
Products returned without prior written authorisation may be refused, and unauthorised return shipping costs will not be reimbursed.
If a claim is approved, the Company will provide return instructions. The product must be returned in the same condition in which it was received, together with all original packaging, accessories, certificates, dust bags, boxes, and other included items.
Where a product is confirmed to be inauthentic, materially different from its description, or damaged during delivery, the Company will provide an appropriate remedy and may cover reasonable, pre-approved return shipping costs.
6. Refund Method and Processing Time
After the returned product has been received and inspected, an approved refund will be processed through the original payment method.
The Company will normally initiate the refund within 5–10 business days after completing the inspection. Additional processing time may be required by the customer’s card issuer, bank, or payment provider.
Customs duties, import taxes, brokerage charges, currency conversion fees, bank fees, and other amounts paid directly to third parties are generally not refundable by the Company.
No refund will be issued until the returned product has been received and its identity and condition have been verified.
7. Shipping Damage, Loss and Carrier Investigation
The Company carefully packages products and uses trackable shipping services where available.
If a parcel is lost or damaged during delivery, the customer must contact the Company promptly and cooperate with any carrier investigation.
Customers must retain the parcel, packaging, shipping label, and damaged product until the investigation has been completed.
The Company will assist with reasonable carrier enquiries and determine the appropriate remedy after reviewing the available evidence and investigation results.
Customers must not independently discard, repair, clean, alter, or return the product while a claim is under review.
8. Customs and Import Duties
Customers are responsible for all customs duties, import taxes, clearance charges, brokerage fees, and compliance with local import regulations.
A refusal to pay applicable charges or accept delivery does not create a right to a refund.
If a parcel is returned to the Company because the customer refused delivery, failed to complete customs clearance, supplied an incorrect address, or failed to collect the parcel, any return shipping, customs charges, carrier fees, and related costs may be deducted from any amount otherwise refundable.
9. Security Tag Policy
Products may be supplied with a Mercury Vintage security tag.
For claims relating to product condition, damage, or a material difference from the description, the tag must remain attached and intact.
Removal, damage, replacement, or tampering with the tag may prevent the Company from verifying that the returned product is in its original delivered condition.
Authenticity concerns will be reviewed separately based on the available evidence.
10. Force Majeure
The Company shall not be responsible for delays or failure to perform caused by events outside its reasonable control, including natural disasters, severe weather, strikes, customs delays, transportation disruption, government action, war, civil disturbance, epidemics, or system failures.
This section does not exclude any responsibility that cannot legally be excluded.
11. Fraud Prevention
The Company reserves the right to refuse a claim, suspend an account, cancel an order, refuse future transactions, or take appropriate legal action where there is reasonable evidence of fraudulent activity, product substitution, altered evidence, payment abuse, or abusive return behaviour.
12. How to Submit a Return or Refund Request
Please contact:
Please include:
Full name;
Order number;
Product name or product number;
Reason for the request;
Continuous unboxing video;
Clear photographs of the parcel, shipping label, packaging, product, and issue; and
Any other relevant evidence.
The Company normally responds within 2–3 business days, although complex authenticity or carrier investigations may require additional time.
