This guide explains how to proceed if the item you received is damaged or differs from the product description.

We have Refund Guidelines for all customers who make purchases on Mercari.

Please read the above page to confirm whether the issue with the item you received are eligible for a refund.

After confirming that your case meets the conditions outlined in the refund guidelines, please contact us via the “Contact Us” link at the bottom of this guide page.

To provide support, we will need photos of the actual item you received in order to assess your case.

Please review the photo guidelines below and attach the required photos when contacting Mercari.

■Required Photos

• A photo showing the shipping label that was attached to the package upon arrival
• 2–3 photos showing the packaging condition at the time of arrival, including the outer box
• 2–3 photos clearly showing the entire item and the issue with the item
  • Please take the photos from the same angles as those used in the product listing.

*If the images are found to have been generated with or edited by AI, you may not be eligible for a refund.

We will review your request, along with details of the transaction and your usage history, to determine whether a refund is applicable.

In some cases, we may require identity verification.

Additionally, we may require that the item in question be returned to us. If we need to collect the item from you, lease follow the instructions provided in our notification.

*If we cannot confirm any action from you by the deadline set in the notification from us, you will not be eligible for a refund.