Refund policy

At Mercia Workwear, we take pride in the quality of our products and services. If you are not entirely satisfied with your purchase, we’re here to help you get it sorted.

1. The 14 Day Return Window

You have 14 days after receiving your item to request a return for standard (unbranded) items. To be eligible for a return:

The item must be in the same condition that you received it.
It must be unworn or unused, with all original tags attached.
It must be in its original packaging.
You will need to provide the receipt or proof of purchase.

2. Branded & Customised Items

Items that have been branded (e.g., via embroidery, printing, or custom) are strictly non-returnable. Because these items are customised specifically for your business or requirements, they cannot be resold. We cannot accept returns of branded items for:

Incorrect sizing (please refer to our size guides before ordering).
Change of mind.
Choice of colour or logo placement.

The Exception: If a branded item is faulty or damaged upon arrival, we will replace the item or issue a refund. Please notify us within 48 hours of delivery if you discover a fault with a branded order.

3. How to Start a Return

To start a return for a standard item, please contact us at hello@merciaworkwear.co.uk

Important: Please do not send items back to us without first requesting a return. Items sent back unauthorised will not be accepted and may be returned to the sender at their expense.

4. Damages and Issues

Please inspect your order immediately upon receipt. Contact us right away if (Within 48 hours):

The item is defective or damaged.
You received the wrong item.
There is a clear error in the branding/customisation that differs from the artwork you uploaded.

We will evaluate the issue immediately and make it right.

5. Non-Returnable Items

In addition to branded goods, we cannot accept returns for:

Personal Care/Safety Goods: Items such as face masks or earplugs (for hygiene reasons).
Sale Items: Any items purchased from our "Clearance" or "Sale" sections.
Gift Cards.

6. Exchanges

The fastest way to ensure you get what you want (for unbranded items) is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

7. Refunds

Once we have received and inspected your return, we will notify you if the refund has been approved.

Approved Returns: You will be automatically refunded on your original payment method.
Processing Time: Please remember it can take 3–10 business days for your bank or credit card company to process and post the refund.