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Refund Policy

We accept returns on all full-priced bags, or if these items do not fit the descriptions found on our website, within 10 days upon delivery.  
International orders placed on SALE may not be returned or exchanged. 
The merchandise must be returned in the exact same conditions in which it was shipped in order to receive a refund, this includes the original packaging and the protector to avoid any damages during the return process. 

Shipping costs for returns or exchanges are non-refundable. All the shipping costs to return the item must be paid by the customer. You must use a trackable shipping service otherwise we can't guarantee we will receive your returned item.

Important Note: If the package doesn’t reach you after you provided a wrong or incomplete address, we will not be held responsible nor able to offer a refund of your order amount.
This happens because we value the working time, shipping expenses and other resources that we have invested when dispatching the item to you.
MERMANA can't be held responsible for returning items that might get lost in transit.

Non Refundable Items:
Gift Cards;
Please make sure your items are returned new and unused. If the returned merchandise does not meet these requirements it will be sent back to you.
Once your return is authorized, you will receive a shipping address via e-mail.

To process a return please send an email to hello@mermana.com with the order number, within 10 days from the arrival date to start the return process. We will not accept any returns or exchanges reported after 10 days from the delivery date, showing any signs of usage/damage, or any other exclusions referred herein.

Please note that orders placed during online sales and/or promotions are final, no refunds or exchanges are allowed. If merchandise is returned despite this policy, items will be sent back to you. No price adjustments for prior purchases.


Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-7 business days. Refunds can take 3-7 days to appear on your statement, depending on how your bank or financial institution processes them. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 

There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact our support team at hello@mermana.com

DAMAGED ITEMS
Damaged items must be reported to hello@mermana.com within 24 hours of receipt with photos attached. If not reported within that time we reserve the right to not issue replacements.

CANCELLATIONS
Once an order is placed, we are not able to cancel it. However, if your order was placed in the past 12 hours and you want to cancel or make any updates you are always welcome to email customer support at hello@mermana.com we will do our best to assist you.

 

Updated - March 5th, 2020