Refund policy

Last updated: November 11, 2026

OUR 30-DAY RETURNS AND EXCHANGES PROMISE

You may request a return or exchange within 30 calendar days after your item is delivered. This promise is in addition to your rights under applicable Canadian consumer protection laws.

For a change-of-mind return or exchange, the item must be in resaleable condition: unworn beyond what is reasonably necessary to inspect it, unwashed, with its original tags attached and, where reasonably possible, in its original packaging. Please include your order number or other proof of purchase.

HOW TO START A RETURN OR EXCHANGE

Email support@north-mercer.com within 30 calendar days after delivery. Include your order number, the item you wish to return and whether you would prefer a refund or exchange. For an exchange, tell us the size, colour or item you would like. If the item is faulty, damaged, incorrect or different from its description, explain the issue and include photographs if available.

We will send return or exchange instructions, provide the correct return address and confirm the return reference. Please send the item within 14 calendar days after receiving those instructions, unless we agree otherwise.

Contact us before posting your return so we can identify and process it. Do not send returns to our Wyoming business address. Use a tracked postal service and keep your proof of posting.

RETURN POSTAGE AND FEES

If you changed your mind or would prefer a different size, colour or item, you pay the cost of posting the original item to the return address provided by our support team. The amount depends on the carrier and service you choose.

If an item is faulty, damaged, incorrect or not as described, contact us before returning it. North & Mercer will reimburse the customer’s reasonable return-postage charge, subject to applicable consumer protection laws.

We do not charge a return, exchange or restocking fee. For an approved exchange, we will send the replacement by standard delivery without an additional delivery charge.

FAULTY, DAMAGED OR INCORRECT ITEMS

Check your order when it arrives and contact us promptly if anything is wrong. We will review the issue and arrange an appropriate remedy, which may include a replacement, exchange or refund. Your rights under applicable consumer protection laws remain available even after our voluntary 30-day return period has ended.

ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Our voluntary change-of-mind return and exchange promise does not cover items made or customized specifically for you, underwear once its hygiene seal or protective packaging has been opened, or swimwear once its hygiene seal has been removed. It also does not cover items worn beyond reasonable inspection, washed or damaged after delivery.

These exclusions do not limit your rights if an item is faulty, damaged, incorrect or not as described. Sale items are eligible under the same conditions as other items.

EXCHANGES

Exchanges requested within 30 calendar days after delivery are subject to the eligibility conditions above and the availability of the replacement item. Contact us before returning the original item. If your requested replacement is unavailable, we will offer an available alternative or refund the eligible return to your original payment method.

REFUNDS

Once we receive and inspect an eligible voluntary return, we will confirm whether the refund has been approved. If approved, we will issue the refund to your original payment method within 10 calendar days of receiving the returned item. Your bank or payment provider may take up to 10 business days after issuance to display the refund in your account.

If applicable law requires a different remedy or an earlier refund, that requirement takes priority. Inspection of a returned item does not delay a refund deadline imposed by law.

CONTACT INFORMATION

North & Mercer is operated by 3OAK Consulting LLC.
Wyoming Filing ID: 2024-001538335
Business address: 30 N Gould Street, STE R, Sheridan, WY 82801, United States
Email: support@north-mercer.com
Telephone: +1 437 524 8045

Customer service is available Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time, excluding public holidays. We aim to reply within one business day.