Overview

Merc Nation is committed to fair, transparent, and responsible handling of returns and refunds. This Refunds & Returns Policy explains the conditions under which products may be returned, refunded, or exchanged, and sets clear expectations for customers, suppliers, and the business.

Merc Nation is an online supplier of Mercedes-Benz parts operating in South Africa and is a division of Aperion Auto Parts & Auto Works (Pty) Ltd (Registration No: 2025/785491/07).

By placing an order with Merc Nation, you agree to the terms outlined in this policy.

Scope of This Policy

This policy applies to all products sold through the Merc Nation website, including:

• New parts

• Used parts

• Reconditioned or refurbished parts

Specific conditions may vary depending on product category, condition, and usage.

General Return Principles

Merc Nation operates as a specialist automotive parts supplier. Due to the technical nature of Mercedes-Benz components:

• Returns are assessed on a case-by-case basis

• Compatibility confirmation prior to purchase is the customer’s responsibility

• Parts must be returned in their original condition unless otherwise approved

Merc Nation reserves the right to refuse returns that do not meet the criteria outlined below.

Returns Due to Incorrect or Faulty Items

A return may be considered if:

• An incorrect item was supplied by Merc Nation

• The item is damaged in transit

• The item is confirmed to be faulty within the applicable warranty period

In such cases:

• The issue must be reported within a reasonable timeframe after delivery or collection

• Supporting evidence (images, descriptions, or test reports) may be required

• Merc Nation will assess the claim before authorising a return

Returns Due to Incorrect Ordering

Returns based on incorrect part selection by the customer may be limited.

• VIN or compatibility verification is strongly recommended before purchase

• Returns for incorrect orders may be subject to approval, restocking fees, or refusal

• Special-order or sourced-on-request items may not be returnable

Merc Nation does not accept responsibility for incorrect parts ordered without prior confirmation.

Non-Returnable Items

The following items are generally non-returnable unless defective or incorrectly supplied:

• Electrical and electronic components

• Control modules, ECUs, and sensors

• Installed, modified, or tampered parts

• Parts showing signs of use, fitting, or damage

• Special-order or custom-sourced items

This limitation exists to protect product integrity and supplier accountability.

Condition of Returned Items

Approved returns must:

• Be unused and uninstalled unless the return is due to a verified fault

• Be returned with original packaging, labels, and accessories where applicable

• Be adequately packaged to prevent damage during return transit

Items returned in unacceptable condition may be declined.

Return Process

To request a return:

1. Contact Merc Nation support with your order number

2. Provide a clear description of the issue

3. Await return authorisation and instructions

Unauthorised returns will not be accepted.

Refunds

Where a refund is approved:

• Refunds are processed to the original payment method

• Processing times depend on the payment gateway and banking procedures

• Shipping, handling, and courier costs may be non-refundable unless otherwise required by law

Refunds are issued only after returned items are received and inspected.

Exchanges

Exchanges may be considered where:

• An incorrect item was supplied

• A suitable replacement is available

Exchange approval is subject to stock availability and internal assessment.

Labour and Associated Costs

Merc Nation does not cover:

• Installation or removal labour

• Diagnostic costs

• Downtime or loss of use

Customers are advised to confirm part compatibility before installation.

Consumer Protection Compliance

Merc Nation operates in line with applicable South African consumer protection legislation. Nothing in this policy is intended to limit statutory consumer rights where such rights apply.

Policy Updates

Merc Nation reserves the right to amend this Refunds & Returns Policy as required by operational or regulatory changes.

The latest version will be published on the website and apply to future transactions.

Contact

For refund or return enquiries, customers should contact Merc Nation through the official support channels listed on the website.

Need help?

Contact us at support@mercnation.co.za for questions related to refunds and returns.