Refund policy

Effective Date: September 24, 2026

At MERCHANT, we are committed to delivering products that meet our standards of quality, presentation, and customer satisfaction. If your order arrives damaged, defective, incorrect, or does not meet the applicable return conditions below, we are here to assist you.

1. Eligibility for Returns

A return or replacement request may be accepted when:

  • The product received is damaged or defective.
  • You have received an incorrect product, size, colour, or variant compared with your order.
  • The product is missing essential components or accessories that were included in the original listing.
  • The product does not match the description provided on the MERCHANT website, subject to verification.

Return requests must be submitted within 7 days of delivery.

2. Conditions for Return

To be eligible for a return, the product must:

  • Be unused and in its original condition.
  • Be returned with its original packaging, tags, accessories, manuals, and other included items, where applicable.
  • Not show signs of misuse, alteration, intentional damage, or excessive wear.
  • Be accompanied by valid order details or proof of purchase.

Certain products may be non-returnable due to their nature, hygiene requirements, customization, or other applicable restrictions. Such exclusions will be mentioned on the relevant product page wherever applicable.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact MERCHANT as soon as possible and preferably within 48 hours of delivery.

For verification, we may request:

  • Clear photographs of the product.
  • Photographs of the outer packaging and shipping label.
  • A short unboxing video, where available.
  • Your order number and relevant order details.

Once the issue has been reviewed and approved, MERCHANT may provide a replacement, exchange, or refund, depending on the circumstances and product availability.

4. Refund Policy

Once a return is approved and the returned product has been received and inspected, the applicable refund will be processed.

Approved refunds will generally be issued to the original payment method used for the order. Processing time may vary depending on the payment provider or bank.

For eligible prepaid orders, the refund amount will generally correspond to the amount paid for the returned product, subject to any applicable deductions or exclusions communicated during the return process.

Shipping or other charges may not be refundable where the return is due to a change of mind, incorrect selection, or another reason not attributable to MERCHANT.

5. Replacement & Exchange

Where a product is eligible for replacement or exchange, MERCHANT may arrange the replacement subject to product availability.

If the requested replacement is unavailable, MERCHANT may offer an alternative resolution, including a refund where applicable.

6. Non-Returnable Situations

Returns may not be accepted where:

  • The return request is made after the applicable return period.
  • The product has been used, damaged, altered, or mishandled after delivery.
  • The product is missing its original packaging, accessories, or components where these are required for return eligibility.
  • Damage resulted from improper use or handling.
  • The product was purchased as a final-sale or otherwise non-returnable item.
  • The product falls under a category that cannot be returned due to hygiene, safety, customization, or other applicable restrictions.

7. Return Shipping

If the product is confirmed to be defective, damaged during delivery, or incorrectly supplied by MERCHANT, return shipping may be arranged or reimbursed in accordance with the applicable resolution.

For returns arising from reasons such as change of mind, incorrect selection, or personal preference, return shipping costs may be the customer's responsibility where applicable.

8. How to Request a Return

To initiate a return or refund request, please contact our customer support team with:

Order Number:
Registered Name:
Reason for Return:
Photographs/Videos: Where applicable

Our team will review your request and provide the next steps.

Please do not send products back to the sender's address without receiving return instructions from MERCHANT.

9. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order. Once an order has been processed, dispatched, or handed over for delivery, cancellation may no longer be possible.

If cancellation is not possible, the order may be handled under the applicable return policy after delivery.

10. Refund Processing

After approval of a refund, please allow reasonable processing time for the refund to be initiated. Once initiated by MERCHANT, the time taken for the funds to appear in your account may depend on your bank, payment gateway, or financial institution.

11. Fraudulent or Abusive Returns

MERCHANT reserves the right to refuse, restrict, or investigate return and refund requests where there is evidence of misuse of the return policy, fraudulent activity, repeated abuse, product substitution, intentional damage, or other suspicious behaviour.

12. Policy Updates

MERCHANT reserves the right to modify or update this Return & Refund Policy when necessary. Any updated version will be published on this page with the revised effective date.

By placing an order with MERCHANT, you acknowledge and agree to the terms of this Return & Refund Policy.

MERCHANT

Elevated Essentials. Exceptional Experience.

For return and refund assistance, please contact our customer support team through the contact details provided on the MERCHANT website.