Refund policy

Return & Refund Policy

We offer a 30-day return window from the date your item is delivered.

Our goal is to work with customers to reach a fair and reasonable resolution. Our support team will do its best to assist you promptly.

To be eligible for a return:

  • The item must be unused and in the same condition as received.

  • The item must be in its original packaging.

  • You must provide proof of purchase, such as your order number or receipt.

To begin a return request, please contact us at support@andrewsmercer.com.

Returns sent without prior approval will not be accepted or processed.

1. Incorrect Size, Variant, or Change of Mind

If you ordered the wrong size, selected the wrong variant, or changed your mind:

  • You may request a return or exchange within 30 days of delivery.

  • Customers are responsible for return shipping costs.

  • Original shipping costs are non-refundable.

Once we receive and inspect the returned item, we will process an exchange or issue a refund to the original payment method, if eligible.

To speed up exchanges, customers may also:

  1. Place a new order for the correct item.

  2. Return the original product for a refund once the return is received and approved.

2. Damaged, Defective, or Incorrect Items

Please inspect your order immediately after receiving it.

If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery and include photos or video so we can verify the issue.

Once verified, we will provide one of the following solutions:

  • A replacement product at no additional cost.

  • A refund or store credit, depending on the circumstances.

Our goal is to resolve these issues quickly and fairly.

3. Exchanges

We accept exchange requests for:

  • Size changes.

  • Variant changes.

  • Product swaps.

Customers are responsible for the cost of shipping the item back to us.

Once the returned item has been received and inspected, the replacement item will be shipped.

Return Shipping Address

Approved returns should be sent to:

Weng Haibo
Room 709, Tower A, Building 15
TusPark (Qidi Technology City)
Yangjin Road Subdistrict, Jinshui District
Zhengzhou City, Henan Province
People's Republic of China

Phone: +86 15290407694

Important: Please do not ship any returns before contacting us and receiving return authorization. Unauthorized returns may not be processed.

If the cost of international return shipping exceeds 50% of the product value, our support team may offer an alternative resolution, such as:

  • A replacement shipment.

  • A partial refund.

  • A keep-the-item resolution.

This allows us to provide fair and practical solutions for both parties.

4. Delivery Issues

If you experience a delivery issue, please contact us so we can assist by:

  • Opening an investigation with the shipping carrier.

  • Helping locate the package.

  • Working toward a reasonable resolution.

If a package is marked as delivered but cannot be located, please contact our support team so we can investigate the matter.

We encourage customers to contact us before initiating a chargeback or payment dispute so we have an opportunity to help resolve the issue.

5. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Perishable goods, such as food, flowers, and plants.

  • Custom or personalized products.

  • Opened personal care or beauty items.

  • Hazardous materials or flammable liquids.

  • Gift cards.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

These exclusions apply where permitted by applicable law and do not affect any mandatory consumer rights.

6. Sale and Promotional Items

Items purchased at a discount or as part of a promotion may be eligible for a replacement, store credit, or refund if defective or damaged.

Refund eligibility depends on the item's condition, inspection results, and applicable consumer protection laws.

7. Refund Processing

Once we receive and inspect your return:

  • We will notify you whether your refund has been approved or declined.

  • Approved refunds will be issued to your original payment method.

Refunds may be declined where permitted by law if:

  • The item has been used beyond what is reasonably necessary to inspect it.

  • The item has been damaged due to misuse.

  • The item is missing original packaging or components required for the return.

Please allow 5–15 business days for banks or credit card providers to process your refund after approval. Actual processing times may vary.

If more than 15 business days have passed since your refund was approved, please contact us at support@andrewsmercer.com.

8. Contact Us Before Filing a Dispute

We are committed to resolving customer issues quickly and fairly.

If you experience any problem with your order, please contact our support team first so we can investigate and provide an appropriate solution.

Our team can assist with:

  • Delivery issues.

  • Damaged or defective products.

  • Exchanges and returns.

  • Refund requests.

We encourage customers to allow us a reasonable opportunity to resolve their concerns before initiating a payment dispute with their bank or credit card provider.

Contact Information

Email: support@andrewsmercer.com

By placing an order with Andrews Mercer, you acknowledge this Return & Refund Policy, subject to any mandatory consumer rights and protections applicable to your purchase.