Effective Date: September 13, 2026
At Merchere, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 14 days of receiving your order, subject to the conditions below.
1. Return Eligibility
You may request a return within 14 days of delivery.
To be eligible for a standard return, the item must:
- Be unused and unworn
- Be in its original condition
- Not show signs of washing, alteration, damage, or wear
- Include original packaging, tags, and accessories where applicable
We recommend checking your order promptly after delivery and contacting us as soon as possible if there is a problem with your purchase.
2. Change of Mind and Other Standard Returns
We accept eligible returns if you change your mind or the product is not suitable for you, provided that the item meets the return conditions above and the return request is made within the 14-day return period.
Items that have been worn, washed, altered, damaged, or returned in a condition that prevents them from being resold may not be accepted.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.
To help us resolve the issue, please provide:
- Your order number
- A description of the problem
- Clear photographs showing the issue
- Photographs of the item and packaging where relevant
After reviewing the issue, we may provide a replacement, exchange, refund, or another appropriate resolution.
If we confirm that an item was damaged, defective, or incorrectly supplied, Merchere will cover the reasonable return shipping cost. The original shipping charge may also be refunded where applicable.
4. How to Request a Return
To request a return, contact us at:
Email: inquiry@merchere.com
Please include:
- Your order number
- The item or items you wish to return
- The reason for the return
- Relevant photographs, if applicable
Please do not send an item back before contacting us. We will review your request and provide the appropriate return instructions and return address where required.
Returns sent without prior approval may not be accepted.
5. Return Shipping Costs
For standard returns, including returns due to a change of mind or because an item is no longer wanted, the customer is responsible for the return shipping cost.
If the return is because you received a damaged, defective, or incorrect item, Merchere will cover the reasonable return shipping cost.
For returns sent by mail, we recommend using a tracked shipping service. Merchere cannot be responsible for a return shipment that is lost or damaged while being transported back to us before we receive it.
6. Refunds
Once your returned item has been received and inspected, we will review the return and confirm whether it has been approved.
Approved refunds will normally be issued to the original payment method.
Please allow 5–10 business days for an approved refund to appear in your account after the refund has been processed. The exact time may vary depending on your bank or payment provider.
For standard returns, the original shipping charge is generally not refundable.
For approved returns involving a damaged, defective, or incorrectly supplied item, the original shipping charge may also be refunded where applicable.
7. Exchanges
If you would prefer an exchange instead of a refund, please mention this when contacting us.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or another available resolution.
The replacement item must meet the same return conditions described in this policy.
8. Store Credit
Where available, customers may choose store credit instead of a refund.
Store credit will be issued after the return has been approved and processed and may be used toward a future purchase from Merchere.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests before the order has entered processing or been dispatched.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. In that situation, the standard return procedure may apply.
10. Items That Cannot Be Returned
We currently do not have specific product categories excluded from our standard return policy.
However, returned items must still meet the eligibility requirements described above, including being unused and unworn.
Any mandatory consumer rights or legal exceptions that apply to your order will continue to apply.
11. International Returns
Merchere serves customers worldwide.
For international standard returns, the customer is responsible for return shipping costs unless the item is confirmed to be damaged, defective, or incorrectly supplied.
Customers should also consider any customs duties, taxes, or other charges that may apply when sending an international return.
If the return is required because of an error on our part, we will provide appropriate instructions for resolving the issue.
12. Consumer Rights
Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under the laws of your country or jurisdiction.
If applicable consumer protection laws provide additional rights regarding returns, refunds, defective products, or cancellations, those rights will continue to apply.
13. Contact Us
If you have questions about a return, refund, exchange, or cancellation, please contact our customer support team:
Merchere
Email: inquiry@merchere.com
Customer Support Hours: Monday–Saturday, 9:00 AM–5:00 PM PKT
Response Time: Within 1 business day
Our team will review your request and help you with the next steps.