The Mertra is committed to providing customers with a smooth and trusted shopping experience. Please read our Return and Refund Policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
We accept returns on eligible items within 14 days of delivery. To be eligible for a return, the item must be unused, unworn, unwashed, and in the same condition that you received it. The product must also be returned with its original packaging, tags, labels, and any accessories included with the order.
Items that show signs of wear, damage, washing, alteration, stains, odors, or missing tags may not be accepted for return.
Certain items cannot be returned unless they arrive damaged, defective, or incorrect. These may include:
Final sale items
Gift cards
Personalized or customized products
Items returned without original tags or packaging
Products damaged due to customer misuse
To request a return, please contact us at Info@themerta.co with your order number, full name, reason for return, and clear photos if the item is damaged, defective, or incorrect.
Once your return request is reviewed and approved, we will provide instructions on how and where to send your return. Please do not send any item back without contacting us first.
After we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected. If approved, the refund will be processed to your original payment method.
Please note that it may take some time for your bank, card provider, or payment service to process and post the refund to your account.
Shipping fees are non-refundable unless the return is due to an error on our side, such as receiving the wrong item or a damaged/defective product.
We may offer exchanges depending on product availability. If you need a different size or replacement item, please contact us as soon as possible. If the requested item is unavailable, we may offer a refund or alternative option.
Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us immediately at Info@themerta.co with your order number and photos of the issue.
If the issue is confirmed, we will work with you to arrange a replacement, exchange, or refund where applicable.
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect due to our error. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
If you wish to cancel an order, please contact us as soon as possible. Once an order has been processed, packed, or shipped, cancellation may no longer be possible.
We may update this Return and Refund Policy from time to time to reflect changes in our store practices, legal requirements, or operational needs. Any updates will be posted on this page.
If you have any questions about returns, refunds, or exchanges, please contact us at:
Email: Info@themerta.co
Address: 86 Melbourne Road, Bolton, ENG, BL3 5RW, GB