Refund policy

Please read carefully before ordering. By placing an order you accept this policy.

NO RETURNS FOR CHANGE OF MIND

Merkle Radiance is a personal-care device worn directly on the face. For hygiene and safety reasons, once the sealed packaging has been opened the product cannot be resold or restocked. We therefore do not accept returns, exchanges, or refunds for change of mind, buyer's remorse, "it didn't suit me", "it took too long", or "I found it cheaper elsewhere".

ORDER CANCELLATION

You may cancel an order free of charge at any time before it has been dispatched, by emailing store.merkle@gmail.com with your order number. Once an order has been dispatched (you will receive a tracking email), it can no longer be cancelled, and this Refund and Return Policy applies from that point. Approved cancellations are refunded in full to the original payment method within 5 to 10 business days.

WHEN A CLAIM IS ACCEPTED

We accept a claim only if, on arrival, the item is:
1. Damaged in transit, or
2. Defective and does not power on, or
3. The wrong item was shipped.

STRICT 5-DAY CLAIM WINDOW

A claim must be raised by email to store.merkle@gmail.com within 5 calendar days of the delivery date shown on the courier's tracking. Claims received on day 6 or later are closed automatically and cannot be reopened.

MANDATORY UNBOXING VIDEO - NO VIDEO, NO CLAIM

Every claim requires a single, continuous, unedited video that:
- Begins before the outer shipping package is opened, showing the sealed parcel and the shipping label clearly readable;
- Shows the entire unboxing in one unbroken take, with no cuts, pauses, or edits;
- Clearly shows the fault or damage being demonstrated.

Photographs, screenshots, edited clips, or videos that begin after the parcel is already open are not accepted, and the claim will be rejected. This requirement is not waived under any circumstances.

RETURN AUTHORISATION IS REQUIRED

Do not ship anything back before we approve your claim in writing and issue a Return Authorisation number. Items returned without written authorisation are refused, not refunded, and not returned to sender.

CONDITION OF RETURNED GOODS

An authorised return must arrive complete and unused: the device, charging cable, manual, all inserts, and the original retail packaging in undamaged condition. Anything missing, damaged, marked, or used voids the claim entirely and no refund will be issued.

RETURN SHIPPING IS PAID BY THE CUSTOMER

The customer arranges and pays all return shipping costs, plus any customs duties, taxes, or handling fees arising from the return. Returns must be sent with a tracked service; we are not responsible for returns lost or damaged in transit to us. Original shipping charges are never refunded. If, after inspection, we confirm the item was genuinely defective or incorrectly shipped by us, we will reimburse reasonable, receipted return-shipping costs.

INSPECTION AND REMEDY

Approved returns are inspected within 5 to 10 business days of receipt. Where a fault is confirmed, our remedy is, at our sole discretion, a replacement unit or a refund. Replacement is our standard remedy. Any refund issued is for the product price only, excluding original shipping, duties, and taxes, and is returned to the original payment method within 5 to 10 business days of approval.

NOT COVERED / AUTOMATICALLY REJECTED

- Opened or used products with no confirmed manufacturing defect
- Damage from misuse, dropping, water exposure, unauthorised repair, or use with a non-supplied charger
- Normal cosmetic wear, or dissatisfaction with results
- Missing accessories, inserts, or original packaging
- Claims raised after the 5-day window
- Claims without a compliant continuous unboxing video
- Parcels refused at delivery, left unclaimed, or undeliverable due to an incorrect address
- Delays caused by the courier or customs

WARRANTY (SEPARATE FROM RETURNS)

The device carries a 1-year limited warranty against manufacturing defects. The warranty remedy is repair or replacement, never a cash refund, and excludes accidental damage, misuse, and normal wear.

CHARGEBACKS

Please contact us before raising a chargeback with your bank. Chargebacks filed without first allowing us to resolve the matter will be contested with delivery tracking and this policy.

STATUTORY RIGHTS

Nothing in this policy limits any non-excludable rights you may have under the consumer laws of your country. Where such laws grant you a right that this policy restricts, that law prevails.

CONTACT

store.merkle@gmail.com
+91 91305 63111
Merkle & Co., C-Wing, 2nd Floor, Flat No. 18, Nandanvan Complex, Panvel, Maharashtra 410206, India