Returns and Refunds Policy

Company Name: MECEN Group Pte Ltd
Company Registration Number: 201931456N
Jurisdiction: Singapore

Mecen Group Pte Ltd (“MECEN“), a second-tier authorized distributor of NIKE products, is committed to ensuring a positive and satisfactory shopping experience for all our customers. We recognise the importance of customer trust and are dedicated to offering a fair and transparent returns policy that aligns with our legal obligations and our commitment to customer satisfaction.

We understand that from time to time, you may need to return a product purchased from us. To facilitate this process, MECEN offers a 30-days return window for all eligible shoes and sneakers, beginning from the date of delivery. Our returns policy is designed to be clear and straightforward, ensuring that you can shop with confidence.

Eligibility for Returns

The following conditions must be met to qualify for a return:

  1. Product Condition: All shoes and sneakers must be returned in their original, unworn, undamaged, and unused condition. The products must include all original tags attached and be returned in their original packaging, including any branded boxes or protective coverings.

  2. Packaging Requirements: Returned products must be accompanied by the original branded shoe box and placed within an additional protective shipping box to prevent damage during transit.

  3. Final Sale Items: Please note that items marked as “Final Sale” are not eligible for return unless they are found to be defective or damaged upon receipt.

  4. Footwear Fitting: We recommend trying on footwear on a clean, carpeted surface to avoid any marks on the soles. The shoe box should remain undamaged as it is part of the original product packaging.

  5. Security Tags: Products featuring MECEN security tags or any brand-specific tags must be returned with the tags intact and in their original positions. Removal or tampering with these tags will void the return eligibility.
Return Submission Guidelines

To ensure that your return is processed efficiently and in accordance with our policy, the following steps should be taken:

  • Return Authorisation: Prior to returning any product, customers must obtain return authorisation by contacting our Customer Service team at [email protected]. Please include your order number, details of the items you wish to return, and the reason for the return in your request.

  • Return Process: Once return authorisation is granted, you will receive specific instructions on how to prepare your items for return, including the provision of a Return Label and Return Note, which must be affixed to your return package. The Waybill Document should be provided to the courier at the time of collection, and the Waybill Number noted for tracking purposes.

  • Return Timeframe: All returns must be shipped within 7 calendar days from the date of receiving return authorisation. Failure to return the items within this timeframe may result in the denial of your return request.
Customer Responsibility
  • Return Shipping Costs: Customers are responsible for the costs associated with return shipping unless the return is necessitated by an error on our part, such as the receipt of incorrect, damaged, or faulty items. Returns must be shipped from the same country as the original delivery.

  • Condition of Returns: It is the customer’s responsibility to ensure that returned items are securely packaged to prevent any damage during transit. MECEN reserves the right to refuse any return that does not comply with the above-stated conditions.
Refunds
  • Processing Time: Upon receipt and inspection of the returned items, MECEN will process the refund to the original payment method within 7 calendar days. The refund amount will exclude any original delivery costs unless the return is due to an error on our part.

  • Refund Adjustments: If a promotional code or discount was applied to the original order, the refund will reflect the actual amount paid.
Order Cancellation and Consumer Rights
  • Cancellation Rights: Customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs) within 14 days of receiving the goods. To exercise this right, customers must notify us via email at [email protected] within the specified period. The customer will be responsible for the costs associated with returning the goods.
Return Monitoring

To ensure a fair and efficient return process, MECEN monitors the frequency and nature of returns from customers. We reserve the right to take action, including limiting or refusing future orders, if a pattern of return behaviour is detected that breaches our policy.

Faulty Items

  • Inspection Requirement: If you receive an item that is defective, damaged, or does not match the description on our website, you must contact our Customer Service team immediately at [email protected]. To validate the condition of the item, you are required to provide clear photographs from the top, side, and bottom angles.

  • Resolution: Upon verification of the faulty condition, we will arrange for the return of the item at no cost to you and will issue a full refund, including any delivery charges.
Legal Compliance

This Returns Policy is governed by and construed in accordance with the laws of Singapore. By purchasing from MECEN, you agree to comply with this Returns Policy and the applicable laws and regulations.

For any questions or further assistance, please contact our Customer Service team at [email protected].