Refund policy

At Merrowen, we want customers to understand our return, refund, and cancellation terms before placing an order.

1. Return Window

Return Term	Details
Return Window	Within 30 days of delivery
Return Approval	Required before sending any item back
Return Method	Email support@merrowen.com
Refund Method	Original payment method

2. Return Eligibility

Returned items must be:

Unused and uninstalled
Unassembled, where applicable
Free from stains, scratches, damage, or alterations
Complete with all parts, hardware, manuals, and accessories
Securely packed in the original packaging

Customers may open the package to inspect the product. However, installed lighting, assembled furniture, or used products cannot be returned under the standard return policy.

3. Non-Returnable Items

The following items are not eligible for return:

Custom-made or personalized products
Clearance or Final Sale products
Installed lighting
Assembled or used furniture
Sample swatches and material samples
Gift cards
Shipping protection or insurance products
Warranty service products

Products damaged during customer installation are not eligible for return or exchange and will be reviewed under the applicable warranty policy.

4. Damaged, Defective, Incorrect, or Missing Items

Requirement	Details
Reporting Window	Within 48 hours of delivery
Contact Email	support@merrowen.com
Required Information	Order number, product photos, packaging photos, and shipping label photos
Return Shipping	Covered by Merrowen for confirmed damage, defect, or fulfillment error
Resolution	Replacement parts, replacement product, partial refund, or full refund

If the outer packaging is visibly damaged at delivery, take clear photos before refusing the shipment.

Confirmed missing parts will be shipped free of charge.

Claims submitted after 48 hours will still be reviewed. However, return, replacement, or shipping costs may become the customer’s responsibility if a carrier claim can no longer be filed.

5. Personal Preference Returns

Personal preference returns include:

Change of mind
Color or style preference
Size or measurement error
Ordering the wrong item
Product no longer being needed

Charge	Customer Responsibility
Return Shipping	Paid by the customer
Restocking Fee	15% of the product amount paid

The 15% restocking fee covers inspection, handling, repacking, and refurbishment.

No restocking fee will be charged for confirmed shipping damage, manufacturing defects, missing items, or incorrect products caused by Merrowen or the carrier.

6. Return Authorization Process

Step 1

Email support@merrowen.com with your order number, return reason, and supporting photos when applicable.

Step 2

Wait for written approval and return instructions.

Step 3

Pack the item securely in its original packaging.

Step 4

Ship the item to the approved return address and provide the tracking number.

Returns sent without prior authorization may be refused, delayed, or returned to the sender at the customer’s expense.

7. Return Address

Approved returns may be sent to:

Merrowen Return Warehouse
79 Thomas McGovern Drive
Jersey City, NJ 07305
United States

Do not send any item to this address without first obtaining return authorization from Merrowen.

8. Refused and Failed Deliveries

Situation	Refund Handling
Delivery refused without approval	15% restocking fee and actual return freight costs may be deducted
Incorrect or incomplete address	Customer is responsible for carrier redelivery or return charges
Missed delivery appointment	Additional carrier fees may apply
Package returned for a customer-related reason	Refund is processed after inspection and applicable deductions

9. Order Cancellations

Order Status	Cancellation Result
Within 48 hours of purchase	Eligible for free cancellation and full refund
After 48 hours	Subject to the order’s processing status
After shipment	Cannot be cancelled directly
After delivery	A return may be requested under this policy
Custom order after production begins	Cannot be cancelled

Cancellation requests must be submitted to support@merrowen.com as soon as possible.

10. Refund Processing

Refund Step	Timeframe
Return inspection after warehouse receipt	Within 3 business days
Approved refund submission	Within 2 business days
Bank or payment provider processing	Usually 5–10 business days

Refunds are issued to the original payment method.

For customer-responsible returns, return shipping costs and the 15% restocking fee will be deducted from the refund.

Merrowen provides free standard shipping, so there is no original standard shipping charge to refund. Any paid upgraded delivery service, including white-glove delivery, is non-refundable once completed.

11. Shop Pay Installments Refunds

For orders paid through Shop Pay Installments, Merrowen will submit the approved refund to Shop Pay Installments.

Any adjustment to amounts already paid or remaining installment payments will be handled by Shop Pay Installments according to its terms and processing procedures.

12. Partial Refunds

Merrowen may offer a partial refund when the customer agrees to keep an item with a minor issue instead of requesting a replacement or full return.

All partial refunds require written agreement between Merrowen and the customer.

13. Business and Contact Information

Information	Details
Brand Name	Merrowen
Operating Company	Shanghai Yangjuda Trading Co., Ltd.
Business Address	2nd Floor, Building J, No. 5358 Huyi Highway, Jiading District, Shanghai 201806, China
Return Warehouse	79 Thomas McGovern Drive, Jersey City, NJ 07305, United States
Email	support@merrowen.com
Phone	+1 209-685-3599
Customer Service Hours	Monday–Friday, 9:00 AM–6:00 PM (GMT+8)