Thank you for shopping with MERGIFT. We want you to be satisfied with your purchase. This Return & Refund Policy explains our return eligibility, refund process, and how we handle damaged, defective, incorrect, or unwanted items.
Please review this policy before placing an order.
1. Return Period
Eligible products may be returned within 30 days of delivery.
The 30-day return period begins on the date the order is marked as delivered by the shipping carrier.
To be eligible for a standard return, your item must meet the conditions described in this policy.
Return requests submitted more than 30 days after delivery may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
For a standard return, the product must generally be:
- Unworn and unused
- Unwashed
- In its original condition
- Free from stains, odors, pet hair, or other signs of use
- Returned with original tags or packaging when applicable
Proof of purchase or your order number may be required.
Please contact us before returning any product. Returns sent without prior authorization may not be accepted or may experience processing delays.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, misprinted, or different from what you ordered, please contact our customer support team as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photos showing the item and the issue
- Photos of the packaging when relevant
After reviewing your claim, we may provide an appropriate resolution, which may include a replacement or refund.
For an approved claim involving an incorrect, damaged, or defective product caused by us or our fulfillment process, you will not be responsible for return shipping costs if a return is required.
In some cases, we may be able to resolve the issue without requiring the defective or incorrect product to be returned.
4. Change-of-Mind Returns
We accept eligible returns within 30 days of delivery if you change your mind about your purchase, subject to the conditions in this policy.
For change-of-mind returns, the customer is responsible for the cost of returning the product unless otherwise stated.
Original shipping charges are generally non-refundable for change-of-mind returns.
Products must be returned in their original, unused condition.
5. Wrong Size or Color Ordered
Please carefully review the selected size, color, quantity, and other product options before completing your purchase.
If you ordered the wrong size, color, or product option and the item you received matches the option selected on your order, the return will generally be treated as a change-of-mind return.
The customer will be responsible for return shipping costs in these cases.
If we sent a size, color, or product that does not match your confirmed order, please contact us. Eligible cases will be handled as an incorrect-item claim.
6. Personalized and Custom-Made Products
Some products may be personalized, customized, or made specifically according to information provided by the customer.
Because personalized or custom-made products cannot always be resold, they may not be eligible for change-of-mind returns.
However, if a personalized or custom-made product arrives damaged, defective, incorrectly produced, or does not match the personalization information provided in your confirmed order, please contact us.
We will review the issue and provide an appropriate resolution for eligible claims.
7. Non-Returnable Items
The following items may not be eligible for return unless they arrive damaged, defective, or incorrect:
- Personalized or custom-made products
- Products that have been worn, washed, or used
- Products damaged after delivery due to misuse or improper care
- Products with stains, odors, pet hair, or other signs of use
- Items returned after the 30-day return period
- Gift cards, if offered
- Products specifically identified as final sale or non-returnable before purchase, where permitted by applicable law
This does not affect any rights you may have under applicable consumer protection laws.
8. How to Request a Return
To request a return, please contact our customer support team before sending the product back.
Include:
- Your full name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photos if the item is damaged, defective, or incorrect
After reviewing your request, we will provide return instructions if your return is approved.
Do not send a return to an address listed on our website unless our customer support team has confirmed that address for your specific return.
Returns sent to an unauthorized address may be delayed, rejected, or lost.
9. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
For an approved return resulting from our error, such as receiving an incorrect, damaged, or defective product, we will cover the reasonable return shipping cost when a physical return is required.
For change-of-mind returns, including ordering the wrong size or color, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service when returning a product.
MERGIFT is not responsible for customer-returned packages that are lost in transit before reaching the authorized return location.
10. Refunds
Once an authorized return is received, we will inspect the returned product.
If the return is approved, the refund will be issued to the original payment method used for the purchase.
Please allow approximately 3–5 business days after an approved return is received and inspected for us to process the refund.
After the refund has been issued, your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
The time required for the funds to appear is controlled by your financial institution or payment provider.
11. Original Shipping Charges
For standard change-of-mind returns, original shipping charges are generally non-refundable.
If the return is the result of an error on our part, such as an incorrect, damaged, or defective item, eligible shipping charges may also be refunded where appropriate.
12. Partial Refunds
In certain circumstances, only a partial refund may be approved, including when:
- An item is returned with signs of use
- Parts, accessories, or original components are missing
- The product has been damaged after delivery
- The returned product is not in its original condition for reasons unrelated to our error
Any applicable deduction will be determined based on the condition of the returned item and applicable law.
13. Exchanges
We do not guarantee direct exchanges for all products.
If you would like a different size, color, or product, please contact our customer support team.
Depending on the product and circumstances, we may provide return instructions and ask you to place a new order for the preferred item.
If you received an incorrect or defective product, please contact us before placing a replacement order.
14. Order Changes and Cancellations
Orders may be changed or canceled within 2 hours after purchase.
After this period, an order may have entered processing or production and we may no longer be able to modify or cancel it.
If you need to request a cancellation or modification, contact our customer support team as soon as possible and provide your order number.
Submitting a request within the cancellation period does not guarantee that the order can be canceled if processing has already begun.
15. Refunds for Canceled Orders
If an order is successfully canceled before processing or production and payment has already been collected, the applicable refund will be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
16. Lost Packages
If your order appears to be lost in transit, please contact us with your order number.
We will review the available tracking information and, when appropriate, work with the shipping carrier or fulfillment provider to investigate the shipment.
If the package is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.
For packages marked as delivered but not received, please follow the steps described in our Shipping & Delivery Policy and contact us if you need additional assistance.
17. Refund Not Received
If we have confirmed that a refund was issued but you have not received it:
- Check your bank or payment account again.
- Contact your credit or debit card issuer.
- Contact your bank or payment provider, as processing times may vary.
- Contact us if the refund still cannot be located after your payment provider’s normal processing period.
18. Contact Us
If you have questions about a return, refund, damaged product, incorrect item, or existing order, please contact us:
MERGIFT
Address:
Xom Sinh Loc, Nam Ninh, Ninh Binh 430000, Viet Nam
Phone:
+84962991368
Email:
When contacting us about an order, please include your order number so we can assist you more efficiently.
19. Policy Updates
We may update this Return & Refund Policy from time to time to reflect changes to our products, fulfillment processes, return procedures, or applicable requirements.
The policy applicable to your purchase will be the version in effect when your order was placed, except where otherwise required by applicable law.
Last Updated: September 2026