Refund policy

1. Return Eligibility (14-Day Period)

merlinera offers a 14-day return window from the date you receive your item. This period aligns with the minimum required cooling-off period in the European Union and the United Kingdom.

To be eligible for a return, the item must be deemed returnable (see Section 4 for exceptions) and meet the following strict conditions:

• It must be in the same condition that you received it, unworn or unused.
• It must have all original tags attached.
• It must be returned in its original packaging.
• You must provide the receipt or proof of purchase to initiate the return process.

2. Initiating the Return Process and Return Address

To start a return, please contact us first at info@merlinera.com. If your return request is accepted and the item is deemed eligible, we will send you a return shipping label, along with precise instructions on how and where to send your package.

Important Note: Fulfillment Logistics merlinera utilizes third-party fulfillment services to ship and process orders. Return addresses will vary depending on the Fulfillment Center (FC) from which the product was originally shipped. Please do not send any products back before initiating the return process via email (info@merlinera.com). We will provide you with the specific return label and the correct Fulfillment Center address. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@merlinera.com.

3. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please notify us immediately at info@merlinera.com so that we can evaluate the issue and make it right.

4. Exceptions / Non-Returnable Items (FINAL SALE)

Due to the nature of our products and strict hygiene standards, certain items are considered FINAL SALE and cannot be returned:

• Hygiene and Personal Care Goods: Products that pose a hygiene risk once opened or used, including but not limited to, soaps, creams, and other beauty products, if the original tamper-proof seal or packaging has been broken or removed.
• Perishable goods (such as food, flowers, or plants).
• Custom products (such as special orders or personalized items).
• Hazardous Materials: Flammable liquids, or gases.
• Unfortunately, we cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item before opening the packaging.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. European Union (EU) and United Kingdom (UK) 14-Day Cooling-Off Period

The policy outlined in Section 1 already meets the minimum legal requirement for the Right of Withdrawal in the EU and the UK. If the merchandise is being shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

Exception: This right does not apply to the supply of goods sealed for health protection or hygiene purposes, if they were unsealed after delivery.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@merlinera.com.