The following return policy applies to general online purchases made through Merchzcool
Returns are available if initiated within three (3) days of receiving your package. You must email customer service within 3 days to request the return. Any claims made after 3 days will NOT be aFccepted. Shipping and handling fees are not refundable. Exchanges are not available.
The return policy will only apply to damaged items or products that have any manufacturing problems. We will not make any refunds or changes once the product has been successfully delivered in normal condition.
All items must be returned in their original condition; unused, unopened, including packaging. We cannot accept items that have been worn or altered. The customer is responsible for any return costs. Kindly contact us via email before sending out the parcel for faster and better customer service. Customer Service Email: email@example.com
Policy exclusions apply for the following items
All sales of gift cards, e-gift cards, cosmetics, jewelry and panties are FINAL. No returns or exchanges can be made on these items unless received damaged, defective, or the wrong item(s). If any of the previous exceptions applies to you, please remember that all items must be returned unopened, unused, new condition.
Merchzcool strives to provide our customers with the best quality and selection of merchandise while keeping the prices unbelievably low. We also strive to protect the health of our customers and staff; therefore we do not take returns and exchanges on these items.
Damaged, defective or wrong items
We make the best efforts to ensure that all orders are carefully inspected by our staff for damages and defects prior to leaving the warehouse. In the case of defective or wrong items, please contact customer service via e-mail firstname.lastname@example.org within three (3) working days of delivery date and provide picture as the nature of the defect. Any claims made after (3) working days will NOT be accepted.
If a damaged item is received due to rough delivery, Merchzcool is not liable for these damages, and claims need to be made with the carrier company. In the case of a Manufacturer defective item or a wrong item sent to you, please contact our customer service team and they will be happy to assist you!
What is Manufacturer Defective Item/ How do I make a claim?
“Manufacturer Defect” is defined as a frailty or shortcoming in a product resulting from a departure from its design specifications during production. You must notify Merchzcool about defective or wrong items within three (3) working days of delivery. Email us at email@example.com with the invoice number, contact information, picture of received product(s) and list of defective item(s).
For each item you must submit a photo of the defective item and its packaging materials and describe the damage that has occurred. Damages without accompanying documentation are not accepted. Please keep the shipment packaging in case of inspection by the shipping company. Once we have received the claim from you, along with the product images, our customer representative will inspect your order and contact you within three (3) working days.
You can only revise the order specification (size, color, address) within 12 hours from the purchasing time of the same day. A full refund only applies to switch orders. Once you place a new order yourself in order to revise the first order and we receive the order revision email, our system will automatically cancel old orders and refund 100% of the first order value to your credit card.