Refund policy
At Merkosi, we believe in thoughtful buying and thoughtful making.
Each piece is created by an independent creator, so return policies may vary slightly by product. We maintain clear standards to protect both buyers and creators while preserving the integrity of original and made-to-order work.
1. Return Window
Items may be returned within 14 days of carrier-confirmed delivery, unless otherwise stated on the product page.
Please review the creator's return policy listed on the product page before purchasing.
Return requests must be submitted to support@merkosi.com within the 14-day window.
2. Defective or Not-as-Described Items
If your item arrives damaged, defective, or significantly different from its description:
- Please contact us within 72 hours of delivery.
- Provide photo or video evidence of the item, packaging, and shipping label.
Failure to provide evidence within 72 hours may limit eligibility for defect-based claims.
Return shipping will be arranged by Merkosi in approved defect cases.
3. Change-of-Mind Returns
If the seller accepts returns for non-defective items:
- Returns must be requested within 14 days of delivery.
- Buyer is responsible for return shipping.
- Item must be unused and returned in original condition.
- Any applicable restocking fee will be clearly disclosed on the product page.
Refunds are processed after the returned item is received and inspected by the creator.
4. Lost or Undelivered Packages
If your tracking shows your package was lost in transit or never delivered, please contact us at support@merkosi.com within 14 days of your expected delivery date.
If tracking confirms the package was lost, Merkosi will issue a full refund including shipping. The creator is not held responsible provided the item was shipped on time with valid tracking.
If tracking shows the package as delivered but you have not received it, we ask that you first check with neighbors and your local carrier. If the package still cannot be located, contact us and we will review the claim. Additional verification may be required.
5. Custom & Made-to-Order Items
Custom, personalized, and made-to-order items are final sale unless defective, damaged, or not as described.
Please review product descriptions and production timelines carefully before purchasing.
6. Refund Processing
Approved refunds will be issued to the original payment method once the returned item is received and inspected.
Processing times may vary depending on the payment provider.
7. Dispute Resolution
Merkosi reviews all return and refund requests to ensure fairness to both buyers and creators. In the event of a dispute, Merkosi’s decision will be based on the policies outlined above.
Contact
To request a refund or report an issue, contact: support@merkosi.com