Merrell Footwear Warranty Terms
At merrell.in.ua, every order is inspected before delivery to the buyer. When packing, attention is paid to the product's appearance, its compliance with the selected item, and the presence of the required components.
If you have any quality issues or notice a defect that may be a manufacturing defect after receiving your purchase, you can send an inquiry to mysale@merrell.in.ua . Each situation is assessed individually, taking into account the nature of the defect and the condition of the product.
When can you turn to quality?
You can report any discovered issues within 14 calendar days of receiving your order . We recommend that you do not continue using the product after discovering a possible defect until the circumstances are clarified.
To process your request, we need to identify the purchase and obtain information about the issue. In some cases, we may require photographs or videos clearly showing the condition of the item and the area where the issue occurred.
What defects can be submitted for inspection?
The basis for warranty consideration may be signs of a defect that did not arise as a result of wearing, improper care or external damage.
In particular, requests may be accepted for verification on:
- violation of the integrity of the material without obvious mechanical impact;
- divergence of factory seams;
- isolation of individual parts of the structure;
- problems with fasteners, clasps or other functional elements;
- other defects that by their nature may be related to the production of the goods.
The mere presence of damage does not automatically qualify the case for warranty coverage. A final decision is made after assessing the condition of the product and the circumstances surrounding the defect.
Cases not considered a manufacturing defect
Warranty coverage does not apply to changes or damage that occur during normal use of the product or as a result of external influences.
- normal wear of materials or soles during wearing;
- cuts, punctures, scratches, abrasions and impact marks;
- deformations caused by improper use or storage;
- damage due to use of inappropriate cleaning or care products;
- consequences of contact with aggressive substances, sources of high temperature or other unfavorable factors;
- results of self-repair, re-gluing, re-stitching or design changes;
- damage caused by mechanical impact on the part of the buyer.
How to submit an appeal for consideration
If you believe that the product has a manufacturing defect, please send a message to mysale@merrell.in.ua .
In your appeal, it is advisable to note:
- order number;
- buyer's first and last name;
- contact phone number;
- name or model of the product;
- a brief description of the problem identified;
- when and under what circumstances the defect was noticed;
- Photos or videos of the product if they help illustrate the problem.
The more complete the initial information, the easier it will be to conduct a preliminary assessment of the request and inform the buyer of the next steps.
How does the check work?
Once the necessary information is received, the request is analyzed taking into account the product type, the nature of the damage, and the history of its use. If necessary, the buyer may be asked to return the product for further inspection.
If the inspection results establish that the defect is of a manufacturing nature, further resolution of the issue will be carried out in accordance with the applicable warranty conditions and the requirements of the current legislation of Ukraine.
Important information
Warranty claims for quality issues and standard returns for items that are simply the wrong size, color, or other parameters are separate procedures. Standard exchange and return policies are available on a separate page at merrell.in.ua .
For all questions regarding the warranty and quality of goods, please contact: mysale@merrell.in.ua .