Refund and Returns Policy

IMPORTANT RETURN PROTOCOL

Do NOT ship returned items directly to warehouse addresses without an authorized RMA barcode. Unauthorized shipments will be rejected at the freight dock and returned to sender at the sender's expense.

1.0 Policy Overview & 30-Day Return Window

Mercatus stands behind the precision manufacturing of all reinforced fleet components. We offer a thirty (30) calendar day return period from the verified date of delivery for eligible, standard off-the-shelf catalog hardware, provided the products meet our strict technical return criteria.

Due to the life-critical security nature of structural durability systems, all returns are subjected to comprehensive lab inspection prior to credit issuance.

2.0 Mandatory Return Merchandise Authorization (RMA)

No return shipment will be accepted without a pre-approved RMA tracking number.

To initiate a return, you must contact our technical dispatch team at returns@mercatus-trading.com with your order invoice number, item serial numbers, and a statement of return reason. Once approved, an RMA barcode document will be issued, which must be attached to the exterior of the freight crate.

3.0 Eligible Return Hardware

Standard, non-custom catalog products may be returned for exchange or refund provided they satisfy the following conditions:

Hardware must be in brand new, uninstalled, and pristine factory condition.
All original manufacturer packaging, tamper-proof seals, instruction manuals, and hardware brackets must be intact.
Standard runflat composite inserts, sirens, strobe flasher modules, and two-way intercom systems qualify under this provision.

4.0 Non-Returnable Custom & Mission-Critical Items

The following items are strictly non-returnable and non-refundable:

Custom-Cut Curved laminated heavy-duty glass: heavy-duty components manufactured to specific chassis profiles, curved glass molds, or custom tint specifications.
Laser-Cut Heavy Duty Braking System: reinforcement kits precision CNC-cut for designated vehicle chassis numbers.
Discharged safety systems Modules: AFSS fire suppression canisters with broken seals, or AFSS road hazard cassettes that have been armed or deployed.
Components Showing Signs of Installation: Any product bearing bolt torque marks, wiring cuts, solder traces, or vehicle mounting wear.

5.0 Technical Inspection & Restocking Assessment

Upon receipt at the Mercatus inspection facility, returned items are inspected by certified quality assurance engineers to ensure impact-resistant and mechanical integrity. A standard 15% restocking and re-certification fee applies to eligible commercial returns to cover recalibration and multi-point bench testing.

6.0 Defective Products & Warranty Claims

If an item arrives damaged in transit or exhibits a verified manufacturing defect, Mercatus will immediately repair or replace the item at our expense. In such instances:

Damage must be documented and reported within forty-eight (48) hours of carrier delivery.
Mercatus covers 100% of the return freight and replacement priority dispatch costs.
Replacement units are dispatched under expedited courier priority.

7.0 Refund Issuance & Timing

Approved refunds are processed within five to seven (5–7) business days following completion of technical inspection. Refunds are credited exclusively to the original payment method (SWIFT bank account or commercial card). Bank processing times may vary based on international financial intermediary institutions.