Exchange and return products at merrell.in.ua

If an item purchased on merrell.in.ua is the wrong size, model, color, or other specification, you can return it or exchange it remotely. For a standard return , you don't need to call a manager first, get permission, or wait for confirmation from the store .

The procedure is extremely simple: prepare the goods, add a short statement to the parcel, and send it back to the details of the company that sent your order.

Return or exchange period

Goods of proper quality can be returned or exchanged within 14 calendar days of receiving your order . This period begins the day after you receive your package.

What condition should the product be in?

Before sending, please make sure that the item is in its original condition and can be accepted for return.

• the product has not been used and does not show signs of wearing, washing or other use;
• there are no stains, abrasions, scratches, mechanical damage or other signs of use;
• preserved factory tags, labels, markings and components;
• the original packaging or branded box is not damaged;
• The parcel contains information that can be used to identify your order.

Please note: The original box should not be used as shipping packaging. Do not attach the waybill or tape it. For shipping, use an additional box, bag, or other protective packaging.

Where to send the return

There is no single, universal address for all returns. Orders from merrell.in.ua can be completed at multiple warehouses, so customers receive packages from different senders.

Returns or exchanges must be sent to the same address from which your specific order was shipped .

The sender's details can be found on the initial consignment note, the shipping invoice, or the information about the received parcel. Use this information when arranging the return shipment.

Application for exchange or return

There's no need to fill out a special form. Simply include a simple, free-form statement inside the parcel. It can be handwritten on a regular sheet of paper.

In the application it is sufficient to indicate:

• order number;
• buyer's first and last name;
• telephone number and other contact information provided during purchase;
• brief reason for the appeal;
• What exactly needs to be processed - an exchange or a refund ;
• when exchanging – the desired model, size or other required option;
• in case of exchange - the address, branch or post office where the new item should be sent;
• upon return – bank details for transfer of funds.

For example: "Order #12345. The item is the wrong size. Please exchange it for size 43. Send the new item to: Vinnytsia, Nova Poshta branch #... Buyer: Ivan Ivanenko, phone: +380..."

How to process a return yourself

1. Please make sure the item meets the return conditions.
2. Find the sender's details in the initial consignment note.
3. Please write a short statement with your order number and your details.
4. Include the application, product, packaging and all accessories with the parcel.
5. Protect the original packaging with additional shipping containers.
6. Send the parcel to the address from which your order was received.
7. Please keep the return consignment note number until the procedure is completed.

Prior approval from the manager is not required for a standard exchange or return.

Exchange processing period

After receiving the parcel, the team checks the condition and completeness of the goods.

If all conditions are met and the required item is available, the exchange is processed within 3 calendar days from the moment the returned parcel is received by the team .

The new item will be sent to the address and contact information provided by the buyer in the application.

Refund period

If the buyer chooses a return, after the goods are received and inspected, the funds are transferred to the details specified in the application.

Refunds are made within 7 calendar days from the date of receipt of the parcel by the team.

The actual time it takes for the transfer to be credited to a card or account may also depend on the recipient's bank.

Who pays for shipping?

If a product of proper quality does not suit the buyer in terms of size, color, model, or other characteristics, the buyer is responsible for the costs of its return shipping.

When exchanging goods of proper quality, re-delivery of the new goods is also carried out at the buyer’s expense.

If an order completion error or manufacturing defect is confirmed, the issue of shipping costs will be decided in favor of the buyer in accordance with the results of the inspection.

If a defect is found or the wrong item is received

If the model, size, color, or other characteristics of the received product do not match the order, please indicate this in the return form and return the product using the procedure described above.

In the event of a possible manufacturing defect, we recommend taking several photographs or videos of the product, the damaged area, packaging, and markings. These materials can be sent to mysale@merrell.in.ua to facilitate a preliminary review.

Upon receipt, the item will be inspected. If the defect is confirmed to be a manufacturing defect or a store error, the buyer may be offered an exchange, replacement, or refund.

Defects that arise during the use of the product are considered in accordance with the store's separate warranty conditions.

Parcels with cash on delivery

Do not request a cash-on-delivery return. The store does not accept return packages requiring cash on delivery. Such packages may be returned to the buyer by the carrier.

When goods may not be accepted

The return of a product of proper quality may be rejected if, during inspection, it is established that the return conditions are not met.

• existing traces of wear, washing or use;
• the product is dirty or has mechanical damage;
• missing factory labels, components or parts of the packaging;
• the original box is damaged, sealed with tape or shipping stickers;
• there are foreign odors of perfumes, cosmetics, household chemicals, etc.;
• the condition of the returned goods does not meet the established requirements.

Briefly about the main thing

• Returns and exchanges can be processed remotely without the manager's approval.
• The goods must be sent to the warehouse from which your order was shipped.
• The address of the train must be taken from the initial consignment note.
• Please include a simple statement with your order number, your details, and your desired solution in your parcel.
• The exchange is processed within 3 calendar days after the parcel is received by the team.
• Refunds are made within 7 calendar days after the parcel is received by the team.

If you have any additional questions about the procedure, please contact: mysale@merrell.in.ua .

The exchange and return policies apply to the terms of the public offer merrell.in.ua and the requirements of current Ukrainian legislation.