Refund policy

We want you to love your Mercy Industries piece as much as we loved making it. Because our gear is handcrafted to order with custom sizing options, our approach to returns is designed to be fair, transparent and respectful of both you and our craft.

Change of Mind

We will gladly accept the return of products* for either exchange or refund, no questions asked. Just contact us within 14 days of receiving your order and we will advise you of the next steps. Please note that for change of mind returns the product must be in original condition and packaging, and unworn.

*Please Note: Items made to custom sizing specifications are not eligible for change of mind returns or cancellations once production has commenced. This is because each custom sized piece is cut and crafted specifically to your measurements, using materials and time that cannot be recovered. 

If you do have any issues with your custom sized item however please do get in contact with us and we will do our best to assist. 

Order Changes or Cancellations

As we often start production on orders within 24 hours, if you have a change of mind or would like to cancel your order, please contact us as soon as possible. 

Incorrect Size

If your item doesn’t fit, we’ll adjust or remake it free of charge. Just contact us within 14 days of receiving your order and we’ll walk you through the next steps. Please note that we offer free custom sizing on all our items, so if you are not sure if the standard sizing will fit, just include your relevant measurements in the customisation section on the product page and we will ensure that it is made to your size (with ample room for adjustment). 

Faulty or Defective Items

In the rare event your item arrives damaged or faulty:

1. Email us at contact@mercyindustries.com within 14 days of delivery.

2. Include photos and a brief description of the issue.

3. We’ll replace, or refund the item where appropriate.

Manufacturing faults are fully covered - hardware failure, stitching flaws, or structural defects.

Damage from misuse, general wear and tear, or lack of care is not considered a fault. However if you do come across an issue with your gear please get in touch with us and we will do our best to assist. 

Refunds 

Refunds are issued to the original payment method once the item has been returned or otherwise approved. 

Need Help?

We’re a small Australian business and take the utmost pride in our workmanship and customer service. If there’s something wrong or you’re just unsure please reach out to us. We will always do our best to take care of you and ensure you have an outstanding experience with Mercy Industries. 

Email: contact@mercyindustries.com

Our postal address for returns is:

Sunrise Valley
PO BOX 3111
West Ipswich
QLD 4305
AUSTRALIA