Merise – Returns & Exchanges Policy

Merise is committed to customer satisfaction. If the product you received does not meet your expectations or presents any defect, you may request a return or exchange within 30 calendar days from the date of delivery.

1. How to start a request

The first step is to contact our Customer Support Team to receive the correct instructions for the process. Requests made without prior communication cannot be processed.

2. General conditions

Returned products will be inspected once they arrive at our warehouse. Approval for return or exchange will only occur if:

• The request is within the 30-day period;
• The product includes all accessories and original packaging;
• There are no signs of misuse or damage caused by the customer.

Items sent after the deadline, without prior notice, or missing accessories will not be accepted.

3. After approval

Once the returned item is inspected and approved, you may choose between:

• Exchange for another product currently in stock, or
• Full refund of the amount paid.

4. Defective products

If the product shows malfunction or manufacturing defect, the customer must provide:

• Order number;
• Detailed reason for the request;
• Photos or videos (if needed).

In cases of defective items, Merise covers all return shipping costs.

5. Exchanges due to dissatisfaction

If the exchange or return is due to personal dissatisfaction or change of preference:

• Return shipping costs are the customer’s responsibility;
• The product must be returned in the same condition as received.

6. Resolution timeframe

• Analysis of the returned item: up to 30 calendar days after it arrives at our warehouse.
• For exchanges, the new shipment follows our standard delivery timeframe: 20 to 45 days, and a new tracking number will be provided.

7. Address changes

If you need to update the delivery address for an exchange shipment, you must inform us before the replacement order is shipped.

8. Order cancellation after shipment

If your order has already been dispatched and you wish to cancel it, simply refuse the delivery. The product will be returned to our warehouse, and the refund will be processed once received.

9. Exchange for a different product

If you wish to exchange for another product:

• Contact us via email;
• Inform which new product you want;
• Wait for confirmation of stock availability.