Buy with confidence.
When you buy on Mercado, a Buyer Protection fee of 3.6% is applied to the item price and buyer-paid shipping. To support trusted transactions, we hold your payment until your item is delivered and you rate the order, confirming the item is as described. If you do not rate the order within 72 hours of carrier-confirmed delivery time, the transaction will complete automatically and the funds will be released to the Seller.
If the item is not as described in the listing, you have 72 hours to let us know. Buyer Protection gives you a full refund for eligible returns.
Refund Policy
You have 72 hours after confirmed delivery to report an item that is not as described through the Help Center in our app or website. Need more time to verify your purchase? No problem, just contact us through the app or website within the eligible time. If your claim is approved, we'll provide you with a free return label to ship the item back to the seller. All returns must be shipped back within 3 days of Mercari claim approval to be eligible for a refund.
If no claim is made within 72 hours of confirmed delivery, payment will automatically be released to the seller. If there is no delivery scan for your return, the buyer must contact Mercari within 30 days of purchase to prevent funds from being released to the seller. Once payment has been released, all sales are final and no refunds will be provided.
We hope you love what you received. If something is not right, we allow returns for most items for the following reasons:
- Item was damaged during shipment
- I received the wrong item
- Item significantly doesn’t match the photo, description or item condition
We do not accept returns for the following reasons:
- Doesn't fit
- Not my style
- Smell/not clean
- Changed my mind
- Purchased similar item on another platform
Trusted transactions
We strive to provide a trusted and reliable marketplace for buyers and sellers. To do this, we monitor for prohibited items and conduct, verify customers, validate payments and use predictive analytics to detect and instantly evaluate suspicious activity, listings and orders. If we identify unusual behavior, we may limit the activity or account to protect you and your funds.
24/7 Customer Support
We’re here for you when you need us. Mercado provides 24/7 email support through Mercari app or website. We also provide phone support, Monday - Friday from 8am - 6pm PST excluding holidays.
Buyer Protection
Buy with confidence on Mercado Sales. Buyer Protection helps eligible buyers address qualifying problems with their orders through a clear process for reporting an issue, submitting supporting evidence, reviewing the claim, and resolving eligible returns or refunds.
Key Buyer Policies
30-Day Returns
If there is something wrong with an item you received, you may request a return and refund within 30 days after receiving the item, subject to the applicable return requirements.
3-Hour Cancellation
Customers may request cancellation of an order within 3 hours after placing the order. Cancellation requests submitted after this period may not be available if the order has already entered processing or fulfillment.
Most Items Ship Free
Most items include free shipping. If an item does not include free shipping, the applicable shipping cost will be clearly displayed on the product page and during checkout.
Buyer Protection
Buyer Protection may apply to eligible orders when an item is not received, arrives damaged, is materially different from the listing, or another qualifying issue occurs.
Buy With Confidence
Mercado Sales LLC offers products owned by Mercado Sales and products listed by independent sellers.
A 3.6% Buyer Protection fee applies to the completed item price and any shipping amount paid by the buyer. The exact fee is displayed before the order is submitted.
Buyer Protection may apply when an eligible order:
- Is not received;
- Arrives damaged;
- Contains the wrong item;
- Is materially different from the listing;
- Contains a materially missing component that was identified as included in the listing; or
- Is suspected to be counterfeit or materially misrepresented as authentic.
Buyer Protection is subject to the requirements described on this page and does not guarantee approval of every claim.
Order Cancellation
Customers have 3 hours after placing an order to request cancellation.
If you need to cancel an order, submit your cancellation request as soon as possible and within 3 hours of placing the order.
Once an order has moved into processing, fulfillment, or shipment, cancellation may no longer be available.
If cancellation is no longer available, the order may need to be handled under the applicable return and refund process after delivery.
Shipping Information
Most items include free shipping.
If a particular item does not include free shipping, the applicable shipping charge will be clearly displayed on the product page and again during checkout before the order is submitted.
Available shipping methods and estimated delivery information may vary by item and destination and will be shown where applicable.
Free Shipping
Most items include free shipping.
Non-Free Items
Any applicable shipping charge is shown on the product page and during checkout.
30-Day Return & Refund Period
Customers may request a return and refund within 30 days after receiving an item if something is wrong with the item.
The return request must be submitted within 30 days after the item is received.
There is no separate 72-hour Buyer Protection claim period stated on this page.
Buyers should contact Mercado Sales as soon as they identify a problem so that the issue can be reviewed and the appropriate return instructions can be provided.
Eligible Buyer Protection Claims
A return or refund may be approved when:
- The item is materially different from its title, description, photographs, or disclosed condition;
- The wrong item was delivered;
- The item arrived with significant shipping damage;
- An important component identified as included is missing;
- The quantity received is materially different from the order;
- The item is counterfeit or materially misrepresented as authentic;
- The item is prohibited from sale; or
- The order was not received and delivery cannot be reasonably confirmed.
The issue must be material. Minor variations that do not affect the item's identity, value, safety, or intended function may not qualify.
Reasons That Generally Do Not Qualify
Buyer Protection generally does not cover:
- Buyer’s remorse or a change of mind;
- Incorrect fit or size when the listing was accurate;
- The buyer no longer liking the color, style, or design;
- Finding the same or a similar item elsewhere;
- Carrier or weather delays when the order remains in transit;
- Minor handling, storage, packaging, or cosmetic wear disclosed or visible in the listing;
- Odor, pet hair, smoke exposure, or cleanliness concerns that were disclosed or not discussed before purchase;
- Damage caused after delivery;
- An item that the buyer used, wore, washed, repaired, modified, altered, or improperly handled;
- A compatibility issue not caused by inaccurate listing information;
- A transaction paid for or completed outside Mercado Sales; or
- A claim that does not meet the applicable return requirements.
Mercado Sales or an independent seller may voluntarily accept a return for a nonqualifying reason, but is not required to do so unless applicable law provides otherwise.
How to Submit a Return or Buyer Protection Claim
If you identify a problem with your order, contact Mercado Sales within the applicable 30-day return period. Provide enough information for the issue to be reviewed.
Please provide:
Order & Problem Details
- Your order number
- A clear explanation of the problem
- Any serial numbers, style numbers, date codes, accessories, or other identifying details
- Specific characteristics causing concern for authenticity claims
Photos & Documentation
- Photographs of the entire item
- Close-up photographs of the reported issue
- Photographs of the exterior package
- Photographs of the shipping label
- Photographs of the internal packaging
- Reliable supporting documentation, when available
Mercado Sales may request additional information when necessary to review the claim.
Do not discard the item or packaging while the claim is being reviewed.
Claim Review
Mercado Sales may review:
- The original listing and photographs;
- Buyer and seller communications;
- Payment and order records;
- USPS, UPS, FedEx, or other applicable carrier tracking;
- Carrier acceptance and delivery information;
- Package weight and shipping information;
- Serial numbers and identifying details;
- Photographs and documents submitted by either party; and
- Relevant account or transaction history.
Mercado Sales may contact the buyer, seller, carrier, payment provider, manufacturer, rights holder, or another appropriate party when reasonably necessary to review the issue.
Approved Returns
Do not return an item until Mercado Sales approves the return and provides return instructions.
Once a return is approved, Mercado Sales will provide the applicable return instructions and authorized return address.
- The authorized return address;
- The applicable shipping carrier or method;
- The return shipping deadline;
- Tracking requirements;
- Packaging requirements; and
- Which party is responsible for applicable return-shipping costs.
The 30-day period described on this page refers to the period in which the customer may request a return after receiving the item. Any shipping deadline provided after a return is approved is a separate fulfillment requirement.
Condition of Returned Items
Returned items should generally be in substantially the same condition in which they were received.
Unless necessary to confirm a reported defect or other qualifying issue, the item should not be:
- Worn;
- Washed;
- Used;
- Altered;
- Repaired;
- Damaged;
- Missing components;
- Reset or activation-locked;
- Separated from its original tags; or
- Repackaged in a way that increases the risk of damage.
Manufacturer-sealed products should remain sealed unless the claim concerns a defect, damage, incorrect item, or authenticity issue that could not reasonably be identified without opening the package.
Products presenting hygiene or safety concerns may be nonreturnable after opening unless defective, damaged, counterfeit, incorrect, or otherwise required by law.
Unsafe Items
Do not ship an item that is leaking, contaminated, severely damaged, recalled, hazardous, or unsafe to transport.
Mercado Sales will provide instructions after reviewing the evidence. An unsafe item may be refunded without physical return when Mercado Sales determines that shipment would violate carrier rules or create an unreasonable safety risk.
Refund Amount
After an approved return is completed and the returned item is confirmed, an eligible Buyer Protection refund may include:
Item Price
The eligible item price.
Original Standard Shipping
Any original buyer-paid standard shipping amount, where applicable.
Buyer Protection Fee
The applicable Buyer Protection fee.
Applicable Sales Tax
Applicable sales tax.
Optional expedited shipping, unauthorized return expenses, third-party charges, or services already used may be excluded unless required by law or approved by Mercado Sales.
Refunds are generally issued to the original payment method. Processing time depends on the payment provider and the buyer’s financial institution.
Mercado Sales may issue a refund without requiring a return when appropriate because of item value, safety, legal restrictions, or other circumstances.
Package Marked Delivered but Not Received
If tracking shows that your package was delivered but you cannot locate it, take the following steps:
Check Delivery Areas
Check your mailbox, porch, side door, garage, parcel locker, and other delivery areas.
Ask Others
Ask household members, neighbors, or building management.
Confirm Your Address
Confirm the delivery address shown on the order.
Contact the Carrier
Contact the applicable shipping carrier and request available delivery details.
Contact Mercado Sales
Contact Mercado Sales within the applicable 30-day return period if the item has not been received or there is a qualifying delivery issue.
Mercado Sales may investigate available carrier information, delivery details, addresses, package information, and other relevant evidence.
A delivered scan does not automatically guarantee approval or denial of a claim.
Package Not Delivered
If tracking does not show delivery and the package appears lost or has stopped moving, contact Mercado Sales as soon as possible.
If you have received the item and there is a qualifying problem, the applicable return request must be submitted within 30 days after receiving the item.
Mercado Sales may work with the applicable carrier and seller to verify shipment information and determine whether continued monitoring, replacement, cancellation, or refund is appropriate.
Transaction Status
Buyers should inspect their orders promptly after delivery and contact Mercado Sales if there is a problem.
The applicable return and refund request period is 30 days after receiving the item.
Accepting or rating an order does not change the stated 30-day return period where the buyer has a qualifying issue and the applicable policy permits a return.
Returns and refunds remain subject to eligibility requirements, review, applicable law, and the conditions described on this page.
Return and Buyer Protection Abuse
Mercado Sales may deny a claim or restrict an account for:
- False statements or fabricated evidence;
- Returning a different item;
- Removing parts or accessories;
- Causing or exaggerating damage;
- Filing repeated unsupported claims;
- Misusing chargebacks;
- Returning an item independently without authorization; or
- Otherwise manipulating Buyer Protection.
Buyer Protection abuse may result in loss of refund eligibility, account restrictions, suspension, closure, recovery of amounts owed, or other action where appropriate.
Trusted Transactions
Mercado Sales may use identity verification, payment validation, transaction monitoring, carrier information, account history, and automated or manual risk review to identify suspicious activity.
When unusual activity is detected, Mercado Sales may:
Verify
Request additional verification.
Pause
Pause a transaction.
Review
Review a transaction, return, refund, or payout.
Protect
Restrict account features, cancel an order, or take other reasonable protective action.
Cancellation: Customers have 3 hours after placing an order to request cancellation.
Returns: Customers have 30 days after receiving an item to request a return and refund if something is wrong with the item.
Shipping: Most items include free shipping. If an item does not include free shipping, the applicable shipping cost will be displayed on the product page and during checkout.
Contact Mercado Sales
For Buyer Protection, returns, missing packages, cancellations, or other order issues, contact Mercado Sales and include your order number and supporting information.
Include your order number and supporting evidence when contacting support. Do not send passwords, full payment-card numbers, or full bank-account numbers by email.