1Venezuela · Before pickup: cancel and get everything back
As long as the merchandise hasn't been picked up, you can cancel the order and we'll refund the full amount, including any delivery fee you paid. No explanation needed and no cancellation fee.
To cancel, email us from your account's email address with the order number. We'll confirm the cancellation in writing.
2At pickup: check it before you sign
Whoever picks the order up can open and inspect it at the warehouse before taking it. That's the moment to confirm nothing is missing, it's what was ordered, and nothing is damaged.
If something's wrong, don't accept it: tell the seller right there and email us the same day. A problem caught at the warehouse gets solved on the spot; the same problem caught at home two weeks later is far harder for everyone to verify.
3After pickup: 7 days to file a claim
You have 7 calendar days from pickup to file a claim if the merchandise arrived damaged, incomplete, defective, or isn't what you bought. Email us the order number along with photos of what you received.
If the claim holds up: Your call: we replace the product at no cost, or we refund that line of the order in full. If the whole order was wrong, the whole order gets refunded.
Who pays to return the item: We do. When the mistake is ours or the seller's, the person who picked it up doesn't pay a dollar to get the merchandise back to the warehouse.
What we need from you: Clear photos of what you received and, where relevant, of the packaging. That settles almost every case without you having to move anything.
4What we don't take back
Once the merchandise has been inspected at the warehouse and taken, we don't accept returns for change of mind. That's the trade-off for being able to open and check everything before you take it.
Used or installed merchandise: A product that's been mounted, cut to size, or used can't go back into the seller's inventory. This doesn't affect manufacturing defects, which you can still claim.
Items cut or prepared to order: Cable by the meter, cut pipe, mixed compounds, and the like. They're prepared for you and can't be resold.
Damage that happens after pickup: Anything that breaks after you inspected and accepted it at the warehouse, unless it's a manufacturing defect that shows up within the 7 days.
5Manufacturer's warranty
Some products come with a manufacturer's warranty that runs longer than these 7 days. When there is one, the product page says so, and the manufacturer or the seller honors it under their own terms.
If you're not sure whether yours has one, email us your order number and we'll check it with you.
6How to request a return
1Email us
Write to hola@mercatren.com
From your account's email address, with the order number (for example MT-000042) and what happened. Attach photos if the problem is visible.
2We answer
A decision within 2 business days
We'll tell you whether it holds up and what your options are: replacement or refund. A person answers, not an autoresponder.
3It gets settled
Replacement or refund
If you choose a replacement, we arrange the new pickup. If you choose a refund, it goes back the same way you paid, within 5 business days.
Having a problem with an order?
Email us your order number. A person on our team will answer.
Email MercatrenThis policy is part of the terms and conditions of Mercatren, a service of Mercatren LLC. Mercatren LLC is who sells to you and invoices you, so we handle your claim directly — you don't have to take it up with the seller.