Return Policy
Thank you for choosing Merlelor 💛
We want you to be satisfied with every product you purchase. If you need to return or exchange an item, or if the item you received is damaged or has quality issues, we offer a simple, transparent, and user-friendly process to ensure a smooth and worry-free shopping experience.
🌿 Return Requirements
The item must be unused and in its original packaging.
Product labels, accessories, and other accessories must be intact to ensure the item is resalable.
Return requests must be submitted within 30 days of the purchase date.
Reminder: Please submit your request within the expiration date of the item you received to ensure smooth processing.
📝 Return Process
Step 1: Submit a return request
Contact customer service by email or phone, stating the reason for your return and providing your order information.
Customer service will review your order information to determine if you qualify for a return.
Step 2: Obtain a Return Merchandise Authorization
If the item is eligible for return, Customer Service will provide a Return Merchandise Authorization number and return address.
Please clearly mark the RMA number on the package for quick identification and processing.
Step 3: Ship the returned item
Ship the item back to the address provided by Customer Service, properly packaged for safe transport.
Tracking is recommended.
Return Shipping Information:
If the item has quality issues or was sent incorrectly, Merlelor will cover the return shipping costs.
For non-quality issues, the return shipping costs are the customer's responsibility.
Step 4: Return Confirmation
Once we receive and inspect the returned item, we will confirm the return.
If the item is not eligible for return, Customer Service will contact us to explain the situation.
💳 Refund Process
Once the return is confirmed, the refund will be processed within 5-7 business days.
Refunds will be issued to the original payment method (e.g., PayPal) and processed by the payment platform.
🌸 Compensation for Shipping Damage or Quality Issues
To ensure your shopping peace of mind, Merlelor offers specific compensation plans for shipping damage or quality issues:
1. Complete Damage (product is unusable or severely damaged)
Refund Percentage: 100% refund (including product purchase price and original shipping costs).
How to proceed: Contact customer service with photos and order information. Upon verification, a full refund or reshipment will be provided.
2. Partial Damage (minor Damage that does not affect usability)
Refund Percentage: 50%-80% refund of product purchase price (depending on the extent of Damage). Shipping costs will not be refunded.
How to proceed: Contact customer service with photos. Customer service will confirm the refund or partial compensation.
3. Defects or Quality Issues (manufacturing defects, malfunctions, etc.)
Refund Percentage: 100% refund or free exchange.
Procedure: Contact customer service and provide photo or video evidence. We will prioritize reissuing the same item or issuing a refund.
4. Lost in Transit
Refund Percentage: 100% refund, including the item price and original shipping costs (if applicable).
Procedure: Contact customer service with your order information. We will contact the shipping company to confirm the loss and process the refund or reissuance as soon as possible.
Reminder:
All claims must be submitted to customer service within 48 hours of receiving the item, and provide valid evidence.
We recommend using tracked shipping methods to ensure smooth processing of claims.
Every claim is carefully verified to ensure the best interests of our customers.
📦 Return Guidelines and Special Circumstances
Return Guidelines: Ensure the item is intact, unused, and comes with its original packaging and accessories. Return via tracked shipping methods.
Special Circumstances:
Customized items or limited edition items are generally not returnable or require special approval. Please get in touch with customer service for details.
Returns received after 30 days may not be accepted. However, please get in touch with customer service to explain the situation, and we will handle it at our discretion.
📞 Customer Service Contact Information
Email: customer@merlelor.com
Phone: +86 17574263822
We understand the inconvenience that returns and logistics issues may cause, and we strive to provide fast, transparent, and friendly return, exchange, and compensation services to ensure you shop with confidence.