Return and exchange rules

Period for exchange or return of goods

Returns or exchanges of quality goods are possible within 14 calendar days. This period begins when the buyer receives the goods. To ensure this period is met, the buyer must hand over the parcel to the carrier no later than the last day of the specified period.

The exchange and return terms apply to orders shipped within Ukraine. This period does not apply to warranty claims regarding manufacturing defects—the terms of such claims are available on the Warranty page.

Return Policy

The goods are accepted for return or exchange subject to the following conditions:

• the item has not been used or worn;
• there are no breaks, dirt or abrasions on the sole;
• there are no foreign odors or mechanical damage;
• the presentation and consumer properties of the goods are preserved;
• the complete factory package is preserved (product, insoles, additional laces and inserts, if included);
• factory labels, seals, tags and markings are preserved;
• the original shoe box is preserved;
• The original box is not used as shipping packaging;
• It is prohibited to wrap the original box with tape or stick shipping documents on it;
• the box must be placed in a separate outer shipping package;
• the goods are sent clean and dry;
• Damage to the outer shipping packaging alone is not grounds for refusal of return or exchange.

Reasons for exchange or return

The basis for an exchange or return of a product of proper quality may be one of the following reasons:

• the size didn't fit;
• the style, color or model did not fit;
• the buyer decided to refuse a new product without any signs of use;
• The store sent the wrong model, size, color, or item number.

Manufacturing defects of the product are not included in this list and are considered separately, according to the conditions given on the Warranty page.

Refusal of goods upon receipt

At the carrier's or courier's office, the buyer can inspect and try on the shoes before paying. If the buyer refuses the item after inspection, they will not be charged any of the following amounts:

• the cost of the product itself;
• shipping cost;
• cost of return shipping to the sender;
• any other payments, fees or charges.

When receiving an item via a parcel terminal, inspecting and trying on the item before payment is not possible, as payment is due before the actual receipt of the item. After receiving the item via a parcel terminal, any further exchanges or returns are processed according to the standard procedure described on this page.

Processing a return without contacting a manager

Processing a return or exchange does not require website registration or account creation. The buyer does not need to call or email customer support, obtain prior approval from a manager, a case number, or a separate return authorization.

The buyer completes the form themselves and sends the item to the posted details. Phone +380 800 399 523 and email prosale@merrell.in.ua are additional channels available for assistance if needed.

Application for exchange or return

The application is free-form; using a special form is not required. The buyer completes the application themselves and includes it in the parcel along with the item. The application must contain:

• order number or fiscal receipt details;
• Full name of the buyer;
• contact phone number;
• email;
• name and article number of the product;
• reason for return;
• the chosen solution – exchange or refund;
• the required size or model when exchanging;
• required return shipping address for exchange;
• IBAN or card number of the buyer in case of the chosen decision to return the money.

The seller never asks for a PIN, CVV, banking app password, or SMS code. Photos and videos of the item are not required for a standard return or exchange.

Sending goods for return

You can ship your item immediately after completing the form, without first contacting a manager or customer service. Returns are processed through Nova Poshta LLC.

The link is sent without cash on delivery. Cash on delivery shipments are not accepted and will be returned to the sender. Personal returns to the seller's warehouse are not permitted. The buyer retains the express waybill number until the return process is complete, although sharing this number with the seller is not required.

Details for sending:

• Recipient: Aviation Metals of North Carolina, Inc;
• Phone: +380 800 399 523 ;
• Recipient's branch: Nova Poshta. Post office No. 11. Address: Ukraine, Vinnytsia, Academician Yangel Street, 75, pom. 68.

Return shipping costs

Standard returns are processed without a return processing or handling fee, nor are there any restocking fees for returning the item to the warehouse: both are 0 UAH. A hidden administrative fee does not apply.

If a product of proper quality simply doesn't suit the buyer, the buyer is responsible for return shipping, and the original shipping cost will not be refunded. The buyer will receive a full refund for the product itself, with no deductions.

If a store sends the wrong model, size, color, or part number, this is the seller's fault, not a standard return due to the buyer's fault. In this case, the seller pays for shipping and, unlike a standard return, additionally refunds the original shipping cost to the buyer in full.

Checking the returned goods

Upon receipt of the parcel, the seller will inspect the condition, completeness, and presentation of the item within 4 calendar days. Return inspection and processing are free of charge.

The buyer is informed of the inspection result by phone or email. If a return or exchange is refused, the buyer is informed of the specific reason for the decision, as well as the procedure for receiving the item back. Returns are not rejected without explanation.

Exchange of goods

Exchanges are made for a different size or model of the item in stock. If the new item is more expensive, the buyer pays the difference. If the new item is less expensive, the seller will reimburse the difference to the buyer's IBAN bank account or card specified by the buyer in the application.

For standard exchanges, shipping both ways is paid by the buyer. If the exchange is due to a store error (incorrect model, size, color, or part number), shipping both ways is paid by the seller. The replacement item will be shipped to the buyer within 4 calendar days after the returned item has been successfully inspected.

If the desired size or model is not available, the buyer chooses a different item or a refund. Replacements will not be made without prior approval of the model and size chosen by the buyer. If the new item is cheaper, the seller will refund the difference in price using the same method as for a regular refund.

Refund

Refunds are processed after the returned item is received and successfully inspected. Funds will be transferred to the buyer within 5 calendar days of this inspection.

The buyer receives a full refund for the item, with no hidden fees. For standard returns, the original shipping cost is not refunded. However, if the return is due to seller error (incorrect model, size, color, or part number), the seller will reimburse both the shipping cost and the original shipping cost in full.

Funds are transferred to the IBAN bank account or card specified by the buyer in the application. Bonuses, certificates, promo codes, or internal balances are not offered or solicited in lieu of a cash refund.

Order cancellation

The buyer can cancel the order before it is shipped by calling +380 800 399 523 or by email at prosale@merrell.in.ua .

If the order has already been delivered to the carrier, the buyer can refuse to pick it up directly at the branch, from the courier, or from the parcel terminal. The procedure for such refusal is described above. If the order is refused before payment, the buyer will not be charged.

Contacts and availability of support service

You can contact the seller by phone +380 800 399 523 or by email prosale@merrell.in.ua during business hours from 9:30 to 21:30, seven days a week, Kyiv time.

Phone inquiries are processed within the specified Kyiv time schedule. Email inquiries are processed during business hours according to the same schedule, and a response is provided within 3-7 hours of the request. Callback requests are also processed within the specified Kyiv time schedule; the call will be made within 20 minutes.