Return & Exchanges

Returns & Exchanges

At Mercury Instruments we want you to be completely satisfied with your purchase. If for any reason you are not happy with your shears, thinners, or other products, we offer a hassle-free return and exchange process. Please read our policy below to ensure your return or exchange is processed smoothly.

Return & Exchange Policy

  • Eligibility for Returns & Exchanges:

    • Standard Products: You can return or exchange unused, unopened, and undamaged shears, thinners, or other products within 30 days of receiving your order.
    • Custom/Personalized Products: Custom or engraved shears are not eligible for return or exchange unless they are defective or damaged.
    • Damaged or Defective Products: If your product is defective or was damaged during shipping, please contact us within 7 days of receiving your order for a return or exchange.
    • Packaging: Items must be returned in their original packaging and in unused condition.

  • Non-Refundable Items:

    • Gift cards.
    • Products that show signs of use or wear (such as opened blades, used shears, or scissors that have been sharpened or modified).
    • Items purchased on sale or clearance (unless defective).

How to Return or Exchange

  1. Step 1: Contact Us
    To initiate a return or exchange, please contact our Customer Support team at info@mercuryinstrument.com or call us at (832) 716-7277. Be ready to provide the following information:

    • Your order number (found in your confirmation email).
    • The item(s) you wish to return or exchange.
    • Reason for the return/exchange.

  2. Step 2: Prepare Your Package
    Once your return or exchange request is approved, we’ll provide you with a prepaid return shipping label (for defective or damaged items).

    • Pack the item securely in its original packaging.
    • Attach the return label to the outside of the package.
    • Include a copy of the receipt or order confirmation.

  3. Step 3: Send Back the Item
    Ship your item back using the return label provided. For exchanges, we’ll send your new product as soon as we receive the returned item.

  4. Step 4: Refund or Exchange Processed

    • Refunds: Once your return is received and inspected, we will process your refund to the original payment method. Please note, it may take 5-7 business days for your refund to appear on your bank or credit card statement.
    • Exchanges: We’ll send your replacement item within 1-2 business days of receiving your returned product. If the item you want to exchange for is out of stock, we will notify you and offer alternative options or a refund.

Return Shipping Costs

  • Defective or Damaged Items: We will cover the return shipping costs for items that are defective or damaged. Simply contact us within 7 days of receiving the product to arrange a return.
  • Other Returns: Customers are responsible for the cost of return shipping on products that are not defective or damaged. We recommend using a trackable shipping service to ensure the returned item reaches us.

Exchanges for Incorrect Sizes or Products

If you've ordered the wrong size or product by mistake, or if you simply change your mind, we offer exchanges within the 14-day return window. Please ensure the item is unused, in its original condition, and in its original packaging.

Frequently Asked Questions (FAQs)

  1. How long do I have to return an item?
    You have 30 days from the date of delivery to return or exchange most products. Custom products are non-returnable, except for defective items.

  2. Can I return opened shears or thinners?
    We cannot accept returns for opened or used shears or thinners unless the product is defective. Please inspect your item carefully before use.

  3. How do I get a refund?
    After your return is processed and inspected, we will issue a refund to your original payment method. Please allow 5-7 business days for the refund to appear.

  4. Can I exchange an item for a different model or color?
    Yes, exchanges for a different model or color are allowed within the 30-day window, provided the item is unused and in original condition.

  5. What if my product was damaged during shipping?
    If your item is damaged during shipping, please contact us immediately at support@yourwebsite.com. We will arrange a return or exchange and cover any return shipping costs.

Contact Us

If you have any further questions or need assistance with your return or exchange, please don't hesitate to reach out to us:

  • Email: Mercury.Instrument@gmail.com
  • Phone: 832-716-7277
  • Business Hours: Monday - Friday, 10:00 AM - 6:00 PM EST

Important Notes:

  • Returns and exchanges must be approved before sending any items back. Items sent without prior authorization may not be processed.
  • Please note that shipping charges are non-refundable (unless the product is defective or we made an error in shipping).
  • For any questions about your specific return or exchange, our customer service team is here to help.