Return & Refund Policy

We want you to feel confident when ordering from Merqavio™. If an eligible product does not work for your space or expectations, you may request a return within the period described below.

Eligible items may be returned within 90 calendar days after delivery, subject to the conditions of this policy.

Return Eligibility

To qualify for a standard return, the product should generally be returned in substantially the same condition in which it was received.

Where applicable, the item should be:

Unused and not materially altered.
Free from avoidable damage caused after delivery.
Returned with its original components and accessories.
Returned with original packaging where reasonably available.
Accompanied by valid proof of purchase or an identifiable Merqavio™ order number.

Products that show significant use, unauthorized modification, missing components, or damage unrelated to delivery may not qualify for a standard preference-based return.

How to Request a Return

Before sending any product back, please contact our customer service team at service@merqavio.com.

Please include:

Your order number.
The name of the product you wish to return.
The reason for your return request.
Photos or video where relevant to a damaged, defective, incorrect, or incomplete item.

Our team will review the request and provide the appropriate return instructions if the return is approved.

Items returned without contacting us first may be difficult to identify and process.

Return Address

Please do not send returns directly to our business registration address unless our customer service team specifically instructs you to do so.

The appropriate return location may depend on the product, order destination, and fulfillment arrangement.

Once your return request has been reviewed and approved, our customer service team will provide the applicable return warehouse address and return instructions.

Preference-Based Returns

If you decide to return an otherwise correctly supplied product because of a change of mind, preference, color choice, size preference, room fit, or another reason unrelated to a product or fulfillment issue, the return may be treated as a preference-based return.

Unless otherwise required by applicable law or expressly agreed by our customer service team, customers are responsible for the return shipping cost for preference-based returns.

We recommend using a traceable shipping method and keeping the shipment receipt until the return has been completed.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order reasonably soon after delivery.

If the product arrives damaged, defective, materially different from the product ordered, missing important components, or if you receive the wrong item, please contact us as soon as reasonably possible.

Provide your order number together with clear photos or video showing the issue where appropriate.

After reviewing the circumstances, we may provide an appropriate solution such as:

Replacement of the affected product or component.
Reshipment of a missing or incorrect component.
An approved refund.
A return arrangement where a return is necessary.

Where the issue results from an error attributable to us or the product arrives damaged, defective, incorrect, or materially different from the description, we will not require the customer to bear unreasonable return costs arising from that issue.

Products With Special Return Conditions

Certain products may have special return limitations where appropriate, including products that have been personalized, custom-made, or materially modified at the customer's request.

Any material product-specific return restriction should be disclosed before purchase where applicable.

These limitations do not remove any rights that may apply where an item arrives damaged, defective, incorrect, or materially different from what was ordered.

If you are unsure whether a specific product qualifies for return, contact us before shipping it back.

Exchanges

If you would prefer a different product, configuration, or eligible variant, please contact us first so we can review the available options.

In many cases, the simplest process is to complete the approved return for the original item and place a separate order for the replacement item.

This helps ensure that the new product is processed as a separate order with its own order confirmation and shipment information.

Return Inspection and Refund Approval

Once an approved return reaches the designated return location, it may be inspected to confirm the condition of the product and the details of the return request.

We will notify you when the return has been reviewed and whether the refund has been approved.

Refund Timing

Approved refunds are generally issued to the original payment method within 5–10 business days after the returned item has been received and the return review has been completed.

After we issue a refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.

This additional financial-institution processing period is outside our direct control.

If a reasonable period has passed after you have received confirmation that your refund was issued and the funds have not appeared, please contact your payment provider and our customer service team for further review.

Refund Method

Refunds are normally returned to the original payment method used to complete the order.

For security and transaction-record reasons, we generally cannot redirect a refund to an unrelated card, bank account, or payment account.

Original Shipping Charges

The treatment of original shipping charges depends on the reason for the return and the circumstances of the order.

For preference-based returns, original shipping charges may be non-refundable where permitted.

If the return results from a damaged, defective, incorrect, or materially misdescribed product, we will review the shipping-related costs as part of the appropriate resolution.

Order Changes and Cancellations

If you need to request an order change or cancellation before shipment, please contact us as soon as possible.

We will review whether the order has already entered processing or shipment.

Once an order has been dispatched, it may no longer be possible to cancel the shipment, and the applicable return process may need to be followed after delivery.

Applicable Consumer Rights

This policy is intended to explain our standard return and refund process.

Nothing in this policy is intended to exclude or limit mandatory consumer rights that cannot lawfully be excluded under the laws applicable to your purchase.

Where local law provides additional cancellation, withdrawal, return, replacement, or refund rights, those mandatory rights will continue to apply.