Refund & Returns Policy

At Mertra, we are committed to ensuring that every customer is satisfied with their purchase. We understand that sometimes an item may not meet your expectations or might arrive damaged, and we aim to make the refund and return process as simple and straightforward as possible. This policy outlines the steps, conditions, and guidelines for returning products and obtaining refunds.

Eligibility for Returns

To be eligible for a return, items must meet the following criteria:

  • The product must be unused, unwashed, and in its original condition.
  • All original tags, labels, and packaging must be intact.
  • Items must be returned within 15 days of receiving the order.
  • Certain items, such as personalized or final sale products, may not be eligible for returns.

Please ensure that the items you wish to return meet these conditions to avoid delays or rejection of your return request.

Initiating a Return

To initiate a return, please contact our customer support team via email or through our website. Provide your order number, item details, and reason for the return. Our team will guide you through the process and provide a return authorization if your request meets the eligibility criteria.

Once your return is approved, we will provide instructions for shipping the item back to our warehouse. It is important to use a secure and trackable shipping method, as Mertra is not responsible for items lost or damaged during return transit.

Condition of Returned Items

All returned items must be in original, resalable condition. This includes:

  • No signs of wear, stains, or damage
  • Original packaging, tags, and accessories included
  • No alterations, repairs, or modifications

Items returned that do not meet these conditions may be rejected, and no refund will be issued. We reserve the right to inspect returned items before processing any refund.

Refund Process

Once your returned item is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved, the refund will be processed automatically, and a credit will be applied to your original payment method within 7–10 business days.

Please note that shipping costs are non-refundable, except in cases where the return is due to our error, such as receiving a damaged or incorrect item. Refunds may take additional time to reflect in your account, depending on your bank or payment provider.

Exchanges

If you wish to exchange an item, please follow the same process as a return and specify the item you would like in exchange. Exchanges are subject to product availability. Once the original item is received and approved, we will ship the new item to you at no additional cost.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately with photos of the issue. We will provide a full refund or replacement at no extra charge. Damaged or defective items must be reported within 7 days of delivery to qualify for a refund or replacement.

Cancellations

Orders can be canceled before they are shipped by contacting our customer support team. If the order has already been processed or shipped, it cannot be canceled, but you can follow our return process to send the item back once it arrives.

Non-Returnable Items

Certain products are not eligible for return due to hygiene, customization, or final sale conditions. These include:

  • Personalized or custom-made items
  • Final sale items marked as non-returnable
  • Gift cards and downloadable products

Please check the product description before placing your order to ensure that it is returnable if needed.

Tips for a Smooth Return

To ensure your return is processed quickly and efficiently:

  • Keep your order confirmation and receipt handy.
  • Use a secure, trackable shipping service for returns.
  • Return items in their original packaging with all tags attached.
  • Include a note with your name, order number, and reason for return inside the package.

Following these steps will help us process your return quickly and provide your refund without delay.

Contact Us

If you have any questions regarding our Refund & Returns Policy, or if you need assistance with initiating a return, our customer service team is ready to help. You can contact us via email, phone, or through our website’s support portal. We aim to respond to all inquiries within 24–48 hours.

Our Commitment

At Mertra, customer satisfaction is our top priority. We strive to make every purchase a positive experience, and our Refund & Returns Policy reflects our commitment to fairness, transparency, and convenience. By following the guidelines outlined above, we ensure that your concerns are addressed efficiently, and that you have a seamless and reliable return experience.

We value your trust and appreciate your business. Our goal is to make your shopping experience worry-free, ensuring that every interaction with Mertra is smooth, transparent, and customer-focused.