At Merchela, we stand behind the quality of our products and strive for satisfaction. If you receive a defective product, please follow the guidelines below to initiate a return.
Eligibility for Refunds:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging within 30 days of the date of delivery. You’ll also need the receipt or proof of purchase.
You will be asked to provide a photo and or a video of your item prior to sending it back to us we can access its condition.
To start a return, please contact us at info@merchela.com.
If your return is accepted, we will notify you of the approval or rejection of your refund. If your return is approved, we will issue a refund. Please note, as a small brand we are unable to offer cash refunds. We are unable to make any exceptions due to the item being out of stock or for any other reason.
You can always contact us for any return question at info@merchela.com.
Non-Returnable Conditions: Items that show signs of misuse, damage due to external factors, or alterations made after delivery will not qualify for this policy.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.