This guide provides information on cases eligible for refunds, conditions for eligibility, and how to request a refund.

Refunds are applicable in the following cases

• It is determined that the delivered item clearly differs from the product description.
• After inspection is completed, the item is found to be damaged, soiled, or lost due to an accident during delivery.

Mercari will review and investigate each case before deciding how to handle it.

Please note that refunds will only be issued if all necessary conditions are met, including submitting a claim within the designated period.
For details on the conditions, please refer to here.

Refunds cannot be issued if the details of your claim fall under any of the following:

• Claims based on personal reasons
  • The item’s appearance was different from what you imagined
  • The clothing size did not fit
  • The item was purchased by mistake
• The damage cannot be identified objectively as having occurred during shipping
• Issues outside the scope of inspection
  • Malfunction of electrical appliances or precision instruments
  • Contents of new and unopened products
  • Size or color discrepancies that cannot be verified through tags or other indicators
  • Suspicion of counterfeit items without clear evidence
• The claim contains false information

A refund will be granted only if all of the following conditions are met:

1. You contact the administration office within 14 days from the day after the delivery status is marked as completed.
   • For undelivered items, please also refer to the section “What to Do if Your Item is Not Shipped or Not Delivered.”
2. You have used the service appropriately in accordance with the “Terms of Use,” including past transactions, and have not engaged in any “Prohibited Conduct.”

If all of the above conditions are met, please check the relevant guide for each specific case and contact Mercari accordingly.

• Issue with the Delivered Item
• What to Do if Your Item is Not Shipped or Not Delivered

If an order is cancelled due to a problem, a refund will be processed via the credit card company used at the time of purchase.

Since refunds are processed via credit card companies, Mercari cannot provide a specific refund date.
After Mercari completes the refund process, it may take additional time for the refund to be reflected on your balance, depending on your card company’s billing cycle and cutoff date.

For more information, please check your credit card statement.

If you purchased multiple items using the cart feature and only some of the items are cancelled, you will be refunded for the price of the cancelled item(s) and a portion of the shipping fee related to those item(s).

Please note that the refunded shipping amount is automatically calculated by the system. The specific calculation method is not disclosed, so we appreciate your understanding.