At Mertra, we are committed to ensuring your satisfaction with every purchase. If you are not completely happy with your order, our Refund and Return Policy is here to provide you with a straightforward and hassle-free process.

Eligibility for Returns

We accept returns for items that meet the following criteria:

  1. Condition: The item must be unused, unworn, and in its original packaging with all tags attached.
  2. Timeframe: Returns must be initiated within 30 days of receipt of the item.
  3. Exclusions: Certain items, such as final sale products, customized items, and gift cards, are not eligible for returns.

How to Initiate a Return

To return an item, please follow these steps:

  1. Contact Us: Send an email to contactmertra@gmail.com with the following details:
    • Your order number
    • The item(s) you wish to return
    • The reason for the return
  2. Approval: Our team will review your request and provide a return authorization and instructions.
  3. Shipping: Pack the item securely and send it to the address provided by our team.

Note: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Refund Process

Once your returned item is received and inspected, we will notify you of the status of your refund:

  1. Approval: If the return is approved, a refund will be processed to your original payment method.
  2. Timeline: Refunds typically take 20-30 business days to reflect in your account, depending on your payment provider.
  3. Deductions: Original shipping charges (if any) are non-refundable unless the return is due to a mistake on our part.

Exchanges

If you need a different size, color, or item, we recommend initiating a return for the original item and placing a new order. This ensures the fastest processing and availability of stock.

Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us within 7 days of receipt by emailing contactmertra@gmail.com with a description of the issue and photos if applicable. We will arrange for a replacement or a full refund at no additional cost.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked as “final sale”
  • Customized or personalized products
  • Gift cards

Important Notes

  • Mertra is not responsible for items lost or damaged during the return shipping process. We recommend using a trackable shipping method.
  • Items returned without prior authorization may not be accepted.

Contact Us

For any questions or concerns about our Refund and Return Policy, please don’t hesitate to contact us: