Shipping Policy

Effective Date: January 14, 2026
Last Updated: January 14, 2026

OVERVIEW

At Mercator, we stand behind the quality of our foodservice equipment. This Return Policy outlines the terms and conditions for returning products purchased from our Shopify store. We are committed to ensuring customer satisfaction while maintaining fair business practices.

Please read this Return Policy carefully before making a purchase. By placing an order with Mercator, you acknowledge that you have read, understood, and agree to be bound by the terms of this Return Policy.

1. RETURN AUTHORIZATION REQUIRED

Prior Authorization Mandatory: All returns require prior written authorization from Mercator. You must contact our customer service team to request a Return Authorization (RA) number before returning any product.

Unauthorized Returns: Returns submitted without written approval and a valid RA number will not be accepted and may be refused or returned to you at your expense. We are not responsible for any products returned without authorization.

How to Request Authorization: To request a return authorization, please contact us at Info@mercatorfs.com or call 954.292.7171 with your order number, product details, and reason for return. Our customer service team will review your request and provide an RA number if approved.

RA Number Validity: Return authorization numbers are valid for 30 days from the date of issuance. Products must be received at our facility within this timeframe.

2. RETURN REQUEST TIMELINE

15-Day Window: Return requests must be submitted within 15 days of the shipment date from Mercator's facility. The shipment date is the date shown on your shipping confirmation email or tracking information.

Late Requests: Return requests received after the 15-day period will not be considered unless the delay is due to a defect covered by our warranty or a shipping error on our part.

Tracking the Timeline: The 15-day period begins from the date of shipment from our facility, not the date you receive the product. Please refer to your shipping confirmation for the exact shipment date.

Exceptions: In cases of demonstrable shipping delays caused by the carrier, we may extend the return request window at our sole discretion. Contact customer service immediately if you experience significant shipping delays.

3. CONDITION REQUIREMENTS

All approved returns must meet the following conditions to be eligible for credit or refund:

3.1 Unused and Uninstalled

Equipment must be completely unused and never installed
Equipment must not show any signs of installation, mounting, or attempted use
Protective films, stickers, and seals must remain intact where applicable
Equipment must be free from scratches, dents, modifications, or any physical alterations

3.2 Original Packaging Required

Equipment must be returned in original manufacturer packaging
All original boxes, cartons, inserts, and protective materials must be included
All accessories, manuals, documentation, warranty cards, and components must be included
Packaging must be in good condition suitable for resale
Products returned in damaged, marked, or unsuitable packaging may be refused

3.3 Resalable Condition

Equipment must be in new, resalable condition as determined by Mercator upon inspection
Products that show signs of use, wear, exposure to elements, or damage will not be accepted
We reserve the right to refuse returns that do not meet resalability standards
Products deemed non-resalable may be returned to you at your expense

3.4 Ineligible Equipment

The following equipment is NOT eligible for return:

Installed, used, or altered equipment
Equipment with broken seals or removed protective coverings
Equipment showing any signs of operation or testing
Equipment exposed to food, liquids, or other contaminants

4. RESTOCKING FEES

Standard Restocking Fee: All approved, non-defective returns are subject to a restocking fee of up to 25% of the net product price. The net product price excludes freight charges, taxes, duties, and other additional charges.

Fee Determination: The exact restocking fee percentage is determined based on the product category, condition upon return, packaging integrity, and time elapsed since shipment. Mercator reserves the right to assess the appropriate restocking fee up to the maximum of 25%.

Fee Deduction: Restocking fees are automatically deducted from the credit or refund amount issued. You will receive notification of the exact fee assessed after product inspection.

Defective Products: Restocking fees do not apply to products returned due to manufacturing defects, shipping damage, or errors on our part (wrong item shipped). Such returns are processed through our warranty or error correction procedures.

Non-Refundable Fees: Original shipping charges, taxes paid, and any special handling fees are non-refundable and will not be included in your credit or refund calculation.

5. NON-RETURNABLE ITEMS

The following categories of items are non-returnable under any circumstances except for defects covered by warranty:

5.1 Custom and Special Orders

Custom, configured, or special-order equipment manufactured to your specifications
Built-to-order items or equipment with custom modifications
Equipment ordered with non-standard features, dimensions, or configurations
Products identified as special order at the time of purchase

5.2 Discontinued and Obsolete Items

Discontinued products no longer in production
Obsolete items or end-of-life products
Clearance or closeout merchandise (unless otherwise stated)

5.3 Improper Condition Items

Equipment showing evidence of installation, use, or operation
Items missing original packaging, components, accessories, or documentation
Products with damaged, marked, or unsuitable packaging
Equipment with broken seals, removed labels, or missing protective coverings
Items that fail to meet the resalable condition requirements outlined in Section 3

5.4 Additional Exclusions

Final sale items clearly marked as such at time of purchase
Products purchased through third-party marketplaces or unauthorized dealers
Gift cards, certificates, and promotional items
Items returned after the 15-day return request window (except warranty claims)

6. FREIGHT AND SHIPPING

Customer Responsibility: Customers are responsible for all freight and shipping charges associated with returning merchandise to Mercator. This includes both outbound shipping costs (to return the product to us) and the original inbound shipping costs paid at the time of purchase.

Non-Refundable Shipping: Original shipping charges are non-refundable, even for approved returns. The shipping cost you paid when placing your order will not be included in any credit or refund calculation.

Return Shipping Methods: You are responsible for choosing an appropriate shipping method and carrier for your return. We recommend using a trackable shipping service with insurance, as we cannot be responsible for items lost or damaged in transit back to our facility.

Shipping Address: All returns must be shipped to the address provided in your return authorization. Do not send returns to our main business address unless specifically instructed. Returns sent to unauthorized addresses may be refused.

Risk of Loss: You bear the risk of loss during shipping until the product is received and inspected at our facility. Proof of delivery does not constitute acceptance of the return.

Exception for Defective Items: For returns of defective products, shipping errors on our part, or items damaged during initial delivery, Mercator will provide a prepaid return shipping label. Contact customer service for instructions on these types of returns.

Proper Packaging Required: You must package returned items securely to prevent damage during return shipment. Products damaged due to improper packaging during return transit are not eligible for credit or refund. We recommend using the original packaging with additional outer protection.

7. DAMAGED OR DEFECTIVE EQUIPMENT

Immediate Inspection Required: You must inspect all equipment immediately upon delivery. Damage or defects must be reported to Mercator and the shipping carrier within the timeframes specified below.

Visible Shipping Damage: If the equipment or packaging shows visible damage upon delivery, note the damage on the delivery receipt and contact both the carrier and Mercator within 48 hours. Take photographs of all damage including the packaging, equipment, and shipping labels.

Concealed Damage: Damage not visible at the time of delivery (concealed damage) must be reported to Mercator within 5 business days of receipt. Late reporting may result in denial of your claim.

Manufacturing Defects: If you discover a manufacturing defect after installation or use, report it immediately. Manufacturing defects are covered under the manufacturer's warranty, not this Return Policy. Refer to your product warranty documentation for specific terms and procedures.

Documentation Required: All damage and defect claims require documentation including photographs clearly showing the issue, copy of the original packing slip or invoice, description of the problem, and any relevant correspondence with the carrier.

Carrier Claims: For shipping damage, Mercator will assist in filing a freight claim with the carrier. However, ultimate resolution depends on carrier claim procedures and acceptance. The carrier's claim decision is final.

Warranty Processing: Approved manufacturing defect claims will be handled in accordance with the manufacturer's warranty procedures, which may include repair, replacement, or other remedies as determined by the manufacturer. Warranty terms vary by product.

Late Claims: Claims submitted outside the specified reporting windows may be denied. We cannot accept responsibility for damage or defects not reported within the required timeframes.

No Restocking Fee: Approved damage or defect claims are not subject to restocking fees. Full credit or replacement will be provided as appropriate once the claim is approved.

8. CREDITS AND REFUNDS

Inspection Process: All returned equipment is subject to thorough inspection upon receipt at our facility. Credits and refunds are issued only after inspection confirms that the product meets all return requirements outlined in this policy.

Processing Time: Credits and refunds may take up to 30 business days to process from the date we receive and inspect the returned equipment. This timeframe allows for proper inspection, verification, and processing through our accounting systems.

Credit Calculation: The credit or refund amount will be calculated as follows: Net product price (original purchase price minus any discounts or promotions), minus applicable restocking fee (up to 25%), minus any outstanding account charges. Original shipping charges, taxes, and special handling fees are non-refundable.

Payment Method: Credits and refunds will be issued to the original payment method used for purchase, or as an account credit at Mercator's discretion. This determination is based on factors including payment type, time elapsed since purchase, and account standing.

Credit Card Refunds: Refunds to credit cards typically appear within 5-10 business days after processing, depending on your card issuer's policies. Contact your card issuer if you do not see the credit within this timeframe.

Account Credits: If issued as an account credit, the credit will be applied to your Mercator account and can be used for future purchases. Account credits do not expire but are non-transferable.

Partial Credits: If the returned equipment does not fully meet return requirements but is accepted at our discretion, a partial credit may be issued. The partial credit amount will reflect the reduced resale value based on the product's condition.

Rejected Returns: If the returned equipment does not meet the requirements of this Return Policy upon inspection, no credit or refund will be issued. We will contact you with the option to have the product returned to you at your expense or to dispose of the product.

Credit Notification: You will receive email notification when your return has been processed and the credit or refund has been issued. This notification will include the final credit amount and the method of refund.

9. STATE-SPECIFIC RIGHTS

Certain states provide additional consumer protections that may supersede portions of this Return Policy:

California Residents: Under California Civil Code Section 1723, you have the right to cancel certain purchases within three business days. This right may not apply to all products. Contact us for specific information about your purchase.

FTC Cooling-Off Rule: If your purchase was made through a door-to-door sale or at a location other than our permanent retail location, you may have cancellation rights under the Federal Trade Commission's Cooling-Off Rule. Online purchases through our Shopify store typically do not qualify for this rule.

State Consumer Protection Laws: Some states have consumer protection laws that provide additional rights beyond this Return Policy. If your state law provides more favorable terms than this policy, those state law provisions will apply.

Military Personnel: Active duty military personnel may have additional protections under the Servicemembers Civil Relief Act (SCRA). Contact us if you are an active duty service member with questions about your rights.

10. EXCHANGES

Exchange Policy: We do not offer direct product exchanges. If you wish to receive a different product, you must return the original product according to this Return Policy and place a new order for the desired item.

Defective Exchanges: If your product is defective and covered under warranty, we may offer a direct exchange or replacement at our discretion. Contact customer service for assistance with defective products.

Wrong Item Shipped: If we shipped the wrong item due to our error, we will arrange for the return of the incorrect item at our expense and ship the correct item to you at no additional charge. No restocking fee applies to shipping errors on our part.

New Order Timing: When placing a new order after initiating a return, please note that we cannot guarantee the availability or pricing of products. New orders are subject to current pricing and inventory at the time of purchase.

11. REFUSED DELIVERIES

Refusal at Delivery: If you refuse delivery of your order, the shipment will be returned to Mercator. You will be charged all shipping costs (both outbound and return freight) plus the applicable restocking fee. The net credit will be significantly reduced by these charges.

Unclaimed Shipments: If a shipment is returned to us because you failed to claim it from the carrier or accept delivery, it will be treated as a refused delivery. You are responsible for monitoring tracking information and arranging to receive your shipment.

Fees for Refusal: Refused deliveries may incur additional fees including carrier return freight charges, storage fees, and redelivery attempts. These fees will be deducted from any credit issued.

12. CANCELLATIONS

Order Cancellation Window: Orders may be cancelled without penalty if the cancellation request is received before the order has shipped from our facility. Contact us immediately at orders@mercatorstore.com or 954.292.7171 if you need to cancel an order.

After Shipment: Once an order has shipped, it cannot be cancelled. At that point, you must follow the standard return procedures outlined in this policy, including applicable restocking fees and shipping charges.

Special Orders: Custom, special-order, or built-to-order items cannot be cancelled once manufacturing or customization has begun. You will be notified if your order includes non-cancellable items.

Cancellation Confirmation: All cancellation requests must be confirmed in writing. If your order is successfully cancelled before shipment, you will receive a full refund to your original payment method within 5-10 business days.

13. INTERNATIONAL ORDERS

International Returns: Returns of international orders are subject to this Return Policy with additional considerations. International return shipping costs, customs duties, import taxes, and clearance fees are the responsibility of the customer and are non-refundable.

Customs and Duties: Any customs duties, taxes, or fees paid on the original shipment will not be refunded. You may be responsible for additional customs fees when returning international shipments.

Extended Timeline: Processing times for international returns may be extended due to customs clearance and international shipping delays. Please allow up to 60 days for international return processing.

Currency: All refunds for international orders will be issued in U.S. Dollars (USD) based on the amount paid at the time of purchase. Exchange rate fluctuations are not accounted for in refund calculations.

14. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Mercator's liability in connection with any returned product is limited to the purchase price paid for the product. We are not liable for any incidental, consequential, indirect, special, or punitive damages arising from returns, including but not limited to loss of profits, loss of use, installation costs, removal costs, or business interruption.

Mercator is not responsible for products lost or damaged during return shipment when you arrange return shipping. We are not responsible for delays in processing returns or issuing credits that may impact your business operations.

Some jurisdictions do not allow limitations on implied warranties or liability for incidental or consequential damages, so the above limitations may not apply to you in all cases. You may have additional rights that vary by state or country.

15. RETURN POLICY MODIFICATIONS

Right to Modify: Mercator reserves the right to modify this Return Policy at any time. Changes will be effective upon posting to our website. We will update the 'Last Updated' date at the top of this policy when changes are made.

Applicable Version: The version of the Return Policy in effect at the time of your purchase governs your return rights. Please retain a copy of the applicable policy for your records.

Material Changes: If we make material changes that significantly affect your return rights, we will provide notice through email to registered customers or through a prominent notice on our website.

Continued Use: Your continued use of our services and placement of orders after policy modifications constitutes acceptance of the updated policy for future purchases.

16. DISPUTE RESOLUTION

Contact First: If you have a dispute regarding a return, please contact our customer service team first. We are committed to resolving issues fairly and efficiently. Most concerns can be resolved through direct communication.

Informal Resolution: We encourage informal resolution of disputes through good-faith negotiation. Our customer service team has authority to address return-related concerns and find reasonable solutions.

Governing Law: This Return Policy is governed by the laws of Florida, United States, without regard to conflict of law principles. Any disputes arising from this policy shall be resolved in the courts of Broward County, Florida.

Small Claims Court: Either party may bring an individual action in small claims court for disputes within that court's jurisdictional limits.

17. CONTACT INFORMATION

For questions about this Return Policy or to initiate a return, please contact us:

Mercator Returns Department
Email: Info@mercatorfs.com
Phone: 954.292.7171
Hours: Monday-Friday, 9:00 AM - 5:00 PM EST
Important: Do not ship returns to this address without first obtaining a Return Authorization (RA) number and return shipping address. Returns sent to unauthorized addresses will be refused.

ACKNOWLEDGMENT

BY PURCHASING FROM MERCATOR, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS RETURN POLICY.

This Return Policy forms part of the Terms of Service governing your use of Mercator's Shopify store.