At The Mertra, we want you to be satisfied with your purchase. Please review our return and refund policy carefully before placing an order.
We offer a 15-day return period, which means you have 15 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
Items that do not meet these conditions may not be eligible for return or refund.
To request a return, please contact us at:
Email: themertra@gmail.com
Please include:
Please do not send a return without contacting us first.
Once your request has been reviewed and approved, we will provide the appropriate return instructions.
Unless the item is damaged, defective, incorrect, or the result of an error by The Mertra, the customer is responsible for return shipping costs.
Original shipping charges, where applicable, are generally non-refundable unless the return is due to an error on our part.
We recommend using a trackable shipping service when returning an item.
The Mertra cannot be responsible for return packages that are lost or damaged while being shipped back to us.
Please inspect your order after delivery.
If your item is:
please contact us as soon as possible at themertra@gmail.com.
Please provide your order number and clear photographs showing the issue, where applicable.
Once reviewed, we may offer an appropriate resolution such as a replacement, return, or refund.
Certain items may not be eligible for return for hygiene, health, safety, customization, or other reasons.
Non-returnable items may include:
If you are unsure whether your product is eligible for return, please contact us before sending it back.
If you would like a different product, size, colour, or variation, the quickest option is generally to request a return for the original product.
Once the return has been accepted, you may place a separate order for the replacement item.
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for us to process your refund.
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
If you need to cancel an order, please contact us at themertra@gmail.com as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order has entered fulfilment or been dispatched.
Once an order has been processed or shipped, cancellation may no longer be possible.
In that case, the order may need to be returned after delivery in accordance with this Return & Refund Policy.
Where applicable, customers in the United Kingdom or European Union may have statutory cancellation or withdrawal rights under applicable consumer protection laws.
For eligible distance purchases, customers may have the right to cancel an order within 14 days without providing a reason, subject to applicable exclusions and legal requirements.
Nothing in this policy is intended to limit any mandatory consumer rights available under applicable law.
If an order is confirmed as lost or cannot be delivered due to circumstances for which the customer is not responsible, please contact us.
We will review the shipment and may provide an appropriate replacement or refund where applicable.
If you have any questions about returns, refunds, exchanges, cancellations, or damaged items, please contact us:
The Mertra
Website: themertra.co.uk
Email: themertra@gmail.com
Phone: +1 (512) 543-0269