At Mertra Clothing, customer satisfaction is our priority. We understand that sometimes a product may not meet your expectations, whether due to sizing, fit, or personal preference. Our Refund & Return Policy is designed to provide a simple, transparent, and fair process for all customers. Please read the following guidelines carefully to understand how returns, exchanges, and refunds are handled.

1. Eligibility for Returns

Mertra accepts returns on eligible items within 14 days of delivery. To qualify for a return, the item must meet the following conditions:

  • The product must be unused, unworn, and unwashed.
  • All original tags must be attached.
  • The item must be in its original packaging.
  • There must be no signs of damage, stains, or odor.

Any item that does not meet these criteria may not be approved for a refund or exchange.

2. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned. These include:

  • Accessories such as socks, hats, or undergarments (if applicable).
  • Items marked as Final Sale or purchased during clearance promotions.
  • Gift cards or promotional vouchers.
  • Customized or limited-edition collaboration pieces (unless defective).

We recommend carefully reviewing product details before purchasing final sale items.

3. How to Start a Return

To initiate a return, customers must follow these steps:

  1. Contact our customer support team within 14 days of receiving your order.
  2. Provide your order number, proof of purchase, and reason for return.
  3. Wait for return authorization confirmation.
  4. Ship the item back to the address provided by our support team.

Returns sent without prior authorization may not be processed.

4. Return Shipping Costs

Customers are responsible for return shipping fees unless the item received is defective, damaged, or incorrect. We recommend using a trackable shipping service to ensure safe delivery. Mertra is not responsible for items lost or damaged during return transit.

If the return is approved due to a mistake on our part (wrong item, damaged product), we will cover the shipping costs.

5. Refund Process

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 5–10 business days.
  • The refund will be issued to the original payment method used during purchase.
  • Shipping fees are non-refundable unless the return is due to our error.

Please note that processing times may vary depending on your bank or payment provider.

6. Exchanges

Mertra offers exchanges for size or product changes, subject to availability. If you wish to exchange an item:

  • The item must meet all return eligibility requirements.
  • Exchanges are processed after we receive and inspect the original product.
  • If the requested size or product is unavailable, a refund will be issued instead.

We recommend checking the size guide carefully before purchasing to minimize the need for exchanges.

7. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact our support team within 48 hours of delivery. Include clear photos of the issue along with your order details.

After verification:

  • We will offer a replacement (if available), or
  • Provide a full refund, including shipping costs.

We aim to resolve such issues quickly to ensure a positive shopping experience.

8. Late or Missing Refunds

If you haven’t received your refund within the stated time frame:

  1. Check your bank account again.
  2. Contact your credit card company or payment provider.
  3. If the issue persists, reach out to our customer service team for assistance.

Sometimes refunds may take additional time depending on financial institutions.

9. Order Cancellations

Orders can only be canceled before they are processed or shipped. Once an order has been dispatched, it cannot be canceled and must go through the return process after delivery.

To request a cancellation, contact our support team immediately after placing your order.

10. International Returns

For international customers, return shipping fees, customs duties, and taxes are the responsibility of the customer. We recommend confirming sizing and product details carefully before placing international orders to avoid additional costs.

Refunds for international orders will exclude original shipping fees and customs charges.

11. Important Notes

  • Items returned outside the 14-day window may not be accepted.
  • Sale and promotional discounts will be reflected in the refund amount.
  • Mertra reserves the right to refuse returns that do not comply with our policy.
  • Excessive return behavior may result in restrictions on future purchases.

12. Our Commitment to You

Mertra Clothing is built on quality, trust, and customer satisfaction. We strive to deliver premium streetwear that meets the highest standards. Our Refund & Return Policy is designed to protect both our customers and our brand integrity while ensuring a fair and transparent process.

If you have any questions about returns, refunds, or exchanges, our customer support team is always ready to assist you. We value every customer and aim to provide a seamless shopping experience from purchase to post-delivery support.