Buyer Protection

Buy with confidence.

When you buy on Mercari, we hold your payment until you receive the item and have time to review it. Once you receive the item, you have 72 hours from the delivery time to confirm everything is to your liking and to rate the seller.

If you’re not happy with your purchase, you may return the item. We have you covered, the return label is free.

Once you rate the seller, the sale is final and your payment is issued to the seller.

To keep you safe, we recommend that all communication takes place in the app and not to share personal or financial information for online transactions.

How do returns work?

You have 72 hours from receiving the item to request a return. Returns will be accepted as long as the item is in the same condition as when it was shipped (not modified or tampered). Once the return is complete, you will be refunded, excluding applicable fees.

Remember, don’t rate the seller until you’re confident you won’t be returning the item.

  • Go to the order page and tell us why you would like to return the item
  • Provide photos of the item, highlighting any differences between the item listing and how the item was received. (This can help the seller improve their listings)
  • For damaged items, please include photos of the box, packaging materials and the damaged item
  • You have three (3) calendar days to drop off the return item with the shipping carrier or the payment will be released to the seller and the sale is final
  • Refunds for completed returns will be processed no later than 14 calendar days from confirmation of the return’s delivery. You will be refunded the item price and sales tax.

Fraud warning

Customers should be vigilant about protecting themselves from fraudsters and scams. Fraudulent transactions may result in the loss of your money with no recourse. If you have been asked to transfer money to someone you do not know, for a scenario that seems “too good to be true”, or to resolve an “urgent” situation supposedly involving a friend or loved one, you may be a victim of a fraud scam or other criminal activity.

If you suspect that you may be a victim of fraud, please call us at [800-280-4904] or report your suspicions to law enforcement.   For tips on preventing money transfer fraud, visit the Federal Trade Commission’s website at

Related Articles

Need more help?

Contact Us