Refund policy
At Merkine, we want you and your pets to be completely satisfied with your purchase. If for any reason you are not happy with an item, we offer a 30-day return policy on eligible products and a 14-day refund processing period once the return is approved.
1. Returns
You may return items within 30 days of receipt for a full refund or exchange.
Return Conditions:
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Items must be unused, unworn, and in original packaging
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All tags and labels must remain attached
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Only eligible products can be returned (some items may be non-returnable for hygiene or safety reasons; check the product page for details)
How to Initiate a Return:
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Contact our Customer Support team to request a return.
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Provide your order number and reason for return.
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Follow the instructions to ship the item back to our warehouse.
2. Refunds
Once your return is received and inspected, we will notify you of the approval status.
Refund Processing Time:
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Approved refunds are issued within 14 business days to your original payment method.
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Please allow additional processing time depending on your bank or payment provider.
Refunds do not include:
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Shipping costs (unless the item is defective or the wrong item was sent)
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Any additional fees charged by your payment provider or bank
3. Exchanges
If you would like to exchange an item for a different size or product:
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Contact our support team with your order details
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Follow the return instructions
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Once your original item is received and approved, we will ship the replacement item
4. Non-Returnable Items
Some products cannot be returned for safety or hygiene reasons. These may include:
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Personalized or custom products
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Perishable items or consumables
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Items marked as final sale
5. Contact Information
If you have any questions about returns or refunds, please contact us:
📧 Email: support@merkine.shop
📞 Phone: +1 (315) 202-9675
📍 Business Address:
244 5th Ave
New York, NY 10001
United States
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Eastern Time – EST)