Merrell Footwear Warranty Terms
Warranty period
The warranty for hidden manufacturing defects is 14 calendar days. This period begins when the product is delivered to the buyer. This warranty applies to orders delivered within Ukraine.
The warranty period for hidden manufacturing defects is a separate concept and does not coincide with the period for exchanging or returning a product of proper quality. This separate period is 14 calendar days, and the terms of its application are listed on the Returns and Exchanges page.
Subject of the guarantee
The warranty for this product is provided exclusively by the legal entity selling it, Aviation Metals of North Carolina, Inc. All warranty claims from buyers are accepted and processed directly by the seller.
The seller is not the manufacturer of the product, so the international manufacturer's warranty is not valid on the website. There are no authorized service centers or official representatives for the product sold on the website—all warranty issues are handled solely by the seller.
Categories of goods covered by the warranty
The warranty conditions described on this page apply to footwear.
Warranty cases
A warranty claim is recognized if it is related to one of the following defects:
- rupture of material along the production seam;
- peeling or cracking of the sole due to a manufacturing defect;
- destruction of connections or fasteners;
- manufacturing defect of a zipper, button, fastener or other fittings;
- a defect in the material or design of the goods that existed at the time of their receipt by the buyer;
- non-compliance of the product with the declared characteristics.
Cases not covered by warranty
The warranty does not cover the following cases:
- natural wear of the tread, sole or material of the product;
- cuts, punctures, scratches, burns and other mechanical damage;
- damage caused by improper care or storage of the product;
- washing shoes or other goods that are not intended for washing in a washing machine;
- drying goods on batteries, heaters or near other sources of direct heat;
- use of the product for other than its intended purpose;
- self-repair or other intervention in the design of the product before contacting the seller;
- damage caused by the buyer or third parties.
Procedure for submitting a warranty claim
A warranty claim can be submitted without registering on the website or creating an account. The buyer can contact the seller by phone at +380 800 399 523 or by email at prosale@merrell.in.ua during business hours from 9:30 AM to 9:30 PM, 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 Kyiv time schedule, with a response provided within 3-7 hours of the request. Callback requests are also processed within the specified Kyiv time schedule, with the call completed within 20 minutes.
In the complaint, the buyer must provide the order number, the phone number used to place the complaint, or the fiscal receipt details, as well as a description of the defect. Photographs or videos of the product are provided if a preliminary assessment of the defect is available; however, their absence is not grounds for denial of the complaint.
The seller will confirm receipt of your request by phone or email. The request can be submitted in any format and must include the order number or receipt details, a description of the defect, and the buyer's contact information.
The buyer provides bank details for a refund only upon agreement with the return - detailed conditions are provided on the Returns and Exchanges page.
Requirements for product packaging
The absence of the original box or damaged packaging is not grounds for refusing a warranty inspection. The item must be submitted for inspection only when clean and dry. The buyer is responsible for providing secure shipping packaging to protect the item from damage during transit.
The procedure for sending goods for inspection
After submitting a warranty claim, the buyer can immediately send the goods using the details below. Prior approval from a manager or customer support is not required.
Shipments made by cash on delivery or at the recipient's expense are not accepted. The buyer is responsible for paying for the carrier's services in advance. Personal delivery of goods to the seller's warehouse is not permitted.
Details for sending goods:
- 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, room 68.
Product quality control
The seller will conduct a quality check and determine the cause of the defect free of charge. The buyer is not charged for quality checks and defect determination, warranty claim processing, product acceptance, repackaging, or return of the product in the event of an agreed-upon refund—the cost of all these services is 0 UAH.
The warranty claim review and product inspection period is 14 calendar days from the date the item arrives at the seller's warehouse. The buyer will be notified of the inspection results by phone or email. If the claim is rejected, the buyer will be informed of the specific reason for the decision and the return procedure.
Costs associated with delivering goods for inspection
If a manufacturing defect is confirmed, the seller will fully reimburse the buyer for documented shipping costs to the warehouse. The buyer will provide bank details for this reimbursement only after approval. The repaired or new product will be shipped to the buyer at the seller's expense.
When refunding funds, the buyer will also be reimbursed for the original cost of delivery of the order.
If the inspection reveals a violation of the product's operating instructions, the customer is responsible for return shipping. All costs and compensation terms will be communicated to the customer prior to shipment.
Possible solutions based on the results of a warranty claim
- free elimination of a confirmed manufacturing defect;
- replacement of the product with a similar product of proper quality;
- Refund - if repair is not possible, a similar replacement product is not available, or the parties have agreed to a refund.
A specific solution is agreed upon with the buyer. Bonuses, promo codes, or gift certificates will not be offered to the buyer in lieu of a refund.
Refund period and method
The funds will be returned to the buyer within 5 calendar days after the product inspection is completed and the appropriate decision is made.
The refund amount includes the full price paid for the item, documented warranty shipping costs (if a manufacturing defect is confirmed), and the original shipping cost of the order. There are no hidden fees for refunds.
Refunds are made via bank transfer to the buyer's IBAN bank account or bank card. The buyer must provide the relevant details in a written request for approval of the refund. Detailed terms and conditions are available on the Returns and Exchanges page.