At MERCOTH, every smart product undergoes rigorous quality validation to ensure it meets our health and wellness standards. Due to our specialized calibration process for intelligent devices, order processing typically takes 3-5 business days—extended compared to standard electronics retailers. During peak seasons (November-January), processing may extend to 5-7 business days to maintain our precision standards. Order cancellations are only accepted within 24 hours of purchase by emailing [email protected]. Beyond this period, your order enters our technical preparation phase and cannot be canceled, though our generous return window provides ample reconsideration time.
We guarantee the performance of our carefully curated smart products. You may return unused items in original condition within 30 days of delivery—significantly longer than typical electronics return windows. For exchanges, we allow 45 days to account for the technical verification required for smart devices. Initiate returns through www.mercoth.com and select your preferred resolution. Note: Personalized smart devices and opened software-activated products marked "Non-Returnable" are excluded from returns to protect intellectual property.
To maintain our technical integrity standards, returns must: (1) Show no signs of usage, fingerprint marks, or calibration changes (2) Include all original packaging including MERCOTH protective cases and charging accessories (3) Contain unbroken security seals and intact factory settings. Our technical team performs comprehensive diagnostics upon receipt. Products failing our 5-point inspection will be returned to you at your expense within 14 business days with a detailed technical assessment report.
Refunds typically process within 10-14 business days after we receive and verify your returned item—this extended duration accommodates our thorough technical evaluation process. During holiday periods (November-December), refund processing may extend to 15 business days. The refund amount excludes original shipping charges and any return shipping costs. For payments made through digital wallets or credit cards, additional 3-5 banking days may apply before the refund reflects in your account.
Customers are responsible for return shipping costs unless the return results from our error (incorrect/defective item). We strongly recommend using insured, tracked shipping methods—MERCOTH cannot assume liability for return packages lost in transit. For high-value exchanges exceeding $500, we provide prepaid shipping labels (deducted from your refund if unused or for returns below the threshold).
Report technical issues or damage within 10 days of delivery by emailing [email protected] with detailed photos/videos demonstrating the concern. Our technical support team will arrange complimentary return shipping and prioritize replacement (subject to inventory) or issue a complete refund including original shipping fees. This exception to our standard policy reflects our commitment to technological reliability and customer satisfaction.
Custom-configured smart systems and personalized health tracking devices are final sale. For holiday season purchases (November 20 - December 31), the return window extends to January 31. Smart home integration packages and wellness subscription bundles have separate policies—consult our technical advisors. MERCOTH reserves the right to limit returns from customers demonstrating excessive return patterns (exceeding 35% of orders within six months).
For return authorization or policy clarification, contact our Technical Support Team at [email protected] (response within 48 hours). Always include your order number and visual documentation for damaged items. Visit www.mercoth.com for live technical support during business hours PST.
