Refund policy

At Merrowen, we want you to feel confident about your purchase. The following Return & Refund Policy explains our return eligibility, return process, cancellation terms, and refund timelines.

1. Return Window

Return Term	Details
Return Window	Within 30 days of delivery
Return Process	Contact Merrowen before sending an item back
Contact Email	support@merrowen.com
Refund Method	Original payment method
Restocking Fee	None

Eligible returns must be requested within 30 days of delivery.

2. Return Eligibility

For non-defective returns based on personal preference, returned items must be:

Unused and in original condition

Free from stains, scratches, damage, or alterations

Complete with all parts, hardware, manuals, and accessories

Securely packed for return shipment, preferably in the original packaging

Customers may open the package to inspect the product.

For personal preference returns, products that have been fully assembled, installed, modified, or used may not be eligible for a full refund.

This restriction does not prevent customers from contacting Merrowen regarding confirmed shipping damage, manufacturing defects, missing parts, or incorrect items.

3. Non-Returnable Items

The following items are generally not eligible for personal preference returns:

Custom-made or personalized products

Clearance or Final Sale products

Gift cards

Sample swatches and material samples

Shipping protection or insurance products after the applicable coverage has begun

Warranty service products after the applicable service has begun

Products damaged as a result of improper customer handling, modification, or installation are not considered manufacturing defects and may be reviewed under the applicable warranty terms.

Installed or assembled products with a suspected manufacturing defect may still be submitted to Merrowen for review.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery.

To help us document the issue and, when applicable, file a carrier claim promptly, please report visible damage, defects, incorrect items, or missing parts within 7 days of delivery.

Requirement	Details
Recommended Reporting Window	Within 7 days of delivery
Contact Email	support@merrowen.com
Required Information	Order number and clear photos of the product, packaging, shipping label, and affected area when applicable
Return Shipping	Covered by Merrowen for confirmed shipping damage, manufacturing defects, or fulfillment errors
Available Resolution	Replacement parts, replacement product, partial refund, or full refund, depending on the issue

If the outer packaging is visibly damaged at the time of delivery, please take clear photos of the packaging and product.

Confirmed missing parts will be shipped at no additional charge.

Claims submitted after 7 days will still be reviewed based on the circumstances and available documentation.

5. Personal Preference Returns

Personal preference returns may include:

Change of mind

Color or style preference

Size or measurement error

Ordering the wrong item

Product no longer being needed

For eligible personal preference returns:

Charge	Responsibility
Return Shipping	Customer
Restocking Fee	No restocking fee

Customers are responsible for the cost of returning eligible personal preference returns to the designated Merrowen return warehouse.

Merrowen does not charge a restocking fee.

Return shipping is covered by Merrowen when the return is due to confirmed shipping damage, a manufacturing defect, missing items, or an incorrect product caused by Merrowen or the carrier.

6. Return Authorization Process

To ensure that your return is received and processed correctly, please contact Merrowen before shipping an item back.

Step 1

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

Step 2

Merrowen will confirm return eligibility and provide a Return Merchandise Authorization (RMA) and return instructions.

Step 3

Pack the item securely according to the provided return instructions.

Step 4

Ship the item to the designated return address and provide the tracking number to Merrowen.

Returns sent without an RMA or without following the provided return instructions may experience processing delays.

7. U.S. Return Address

Eligible returns authorized by Merrowen are returned to our U.S. return warehouse:

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

Customers are not required to return eligible products to our business address in China.

Please contact support@merrowen.com before shipping a return so that we can provide your RMA and return instructions.

8. Refused and Failed Deliveries

If you experience a delivery problem, please contact Merrowen whenever possible before refusing a shipment.

Situation	Refund Handling
Delivery refused for a customer-related reason	Actual carrier return shipping charges may be deducted from the refund
Incorrect or incomplete delivery address	Customer may be responsible for carrier redelivery or return charges
Missed scheduled delivery appointment	Additional carrier charges may apply
Package returned for a customer-related reason	Refund will be processed after the returned item is received and inspected

No restocking fee is charged.

If a shipment is refused because of confirmed transit damage or another issue caused by Merrowen or the carrier, applicable return shipping charges will not be deducted from the customer's refund.

9. Order Cancellations

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

Cancellation requests should 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

Approved refunds are issued to the original payment method.

For customer-responsible personal preference returns, the customer is responsible for return shipping costs.

Merrowen does not charge a restocking fee.

Merrowen provides free standard shipping on eligible orders, so there is generally no original standard shipping charge to refund.

Any paid upgraded delivery service, including completed white-glove delivery service, is non-refundable once the service has been successfully performed.

11. Shop Pay Installments Refunds

For orders paid through Shop Pay Installments, Merrowen will submit any approved refund through the applicable payment system.

Adjustments to amounts already paid or remaining installment payments are handled by Shop Pay Installments according to its applicable terms and processing procedures.

12. Partial Refunds

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

Any partial refund arrangement must be agreed to by both 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
U.S. 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)