Returns & Refunds Policy

1. Order Cancellations

Orders may be cancelled free of charge prior to dispatch. Cancellation requests should be submitted as soon as possible by emailing: orders@merciaresearch.com. If an order has not yet been dispatched, a full refund will be issued to the original payment method.

2. Temperature-Sensitive Products

Many products supplied by Mercia Research require controlled storage and transportation conditions to help maintain quality and integrity. Due to the temperature-sensitive nature of some products and the temperature controlled measures used during fulfilment, products cannot normally be returned once dispatched. This policy helps ensure product quality, safety, traceability, and inventory integrity. Nothing in this Policy affects your statutory rights under applicable UK consumer protection legislation.

3. Damaged, Defective or Incorrect Items

If you receive a damaged item, a defective item, an incorrect item, or a product that materially differs from its description, please contact us as soon as reasonably possible. To help us investigate, we may request:

• Your order number
• Photographs of the packaging and product
• Batch or lot information
• A description of the issue

Claims relating to transit damage should, where reasonably possible, be reported within 48 hours of delivery.

4. Refund Eligibility

Refunds may be issued where:

• An order is cancelled before dispatch
• A parcel is confirmed lost in transit
• A product is defective
• A product is damaged during delivery
• An incorrect product has been supplied
• We are unable to fulfil an accepted order

Refunds will be assessed on a case-by-case basis and may require supporting information before a decision is made.

5. Lost or Delayed Shipments

If a shipment appears to be lost or significantly delayed, please contact us. Mercia Research may conduct an investigation with the delivery provider before issuing a replacement or refund. Where a parcel is confirmed lost in transit, we will normally offer either a replacement shipment or a full refund.

6. Returned Parcels

If a parcel is returned to Mercia Research due to an incorrect delivery address supplied by the customer, failure to collect the parcel, delivery refusal, or failure to comply with courier delivery requirements, we reserve the right to deduct any unrecoverable delivery, packaging, or administrative costs from any refund issued. Where temperature-sensitive products are returned after entering the delivery network, we may be unable to reship those products due to quality-control requirements.

7. Products Not Eligible for Return

Unless required by law, we cannot normally accept returns of:

• Temperature-sensitive products that have been dispatched
• Products returned outside required storage conditions
• Products that have been opened, altered, relabelled, or otherwise modified after delivery
• Products that have been handled contrary to supplied storage instructions

8. Refund Processing

Approved refunds will be issued using the original payment method used for the purchase. Refund processing times may vary depending on the payment provider and financial institution involved.

9. Consumer Rights

Nothing in this Policy excludes, limits, or affects any rights that consumers may have under applicable UK consumer protection legislation.

10. Contact

Questions regarding this Returns & Refunds Policy should be directed to: orders@merciaresearch.com
Mercia Research Limited, Company Number 17189709, 5th Floor, 167–169 Great Portland Street, London W1W 5PF, United Kingdom