Returns & Refunds Policy

 

Merpute is an online marketplace for consumers. Returns and refund requests are processed by Merpute in compliance with e-commerce requirements and our Terms of Service (TOS).

Merpute’s Return and Refund policy reflects a balance of the needs of both buyers and sellers. Sellers are encouraged to create listings that provide buyers with an accurate description of the item being sold. If a buyer believes their purchase is significantly different than as described in the listing, they may request a return. Merpute will review the return request to assess if the item is significantly not as described.

Buyers should anticipate minor handling and storage wear and are responsible for requesting additional details from sellers before purchasing, including concerns with odor, pet dander or fur. Cosmetic imperfections or minor blemishes–including, but not limited to, minor scratches or dents on packaging–that do not affect item’s functionality, are typically not grounds for a return or refund.

Return Eligibility

Return requests submitted within 30 days from delivery (based on the carrier’s timestamp) and before the transaction is completed will be considered for the following reasons:

  • Item is significantly not as described in the listing
  • Item was damaged during shipping
  • Item is inauthentic/counterfeit

Non-mandatory return reasons include:

  • The item doesn’t fit
  • The item has an odor
  • The buyer changed their mind
  • Shipping delays due to carrier or weather
  • Plants, cuttings, and seeds
  • Lots or large bundles without an itemized content list
Evaluation

As part of the return process, buyers must provide clear photos highlighting any discrepancies from the listing and submit a request to the support team here. If additional information is requested, buyers must also provide photos of the shipping label, outer packaging, and packing materials. The buyer must submit all requested information within 24 hours of receiving the request from Merpute’s support team.

Additionally, buyers should photograph the item after it has been repacked for return shipping. Merpute reserves the right to refuse return requests in cases of fraudulent conduct, insufficient care in return packaging, or if the item has been modified after receipt.

Approved Returns
  • Merpute will provide a return shipping label in cases of product defects, seller errors, or damage during shipping. For non-mandatory returns, the customer may be responsible for return shipping costs.
  • Completed returns will be refunded to the original payment method within 14 calendar days.
  • For order amounts under $5, returns may be issued as store credit instead of a refund. Store credits will expire 90 days from the date of issue.
Refund Requests After Rating
  • If a buyer has rated the item or does not request a return within 30 days of receipt, a refund will not be issued.
  • If an order is marked as delivered but not received, buyers must contact Merpute within 72 hours of the carrier-confirmed delivery time. Merpute will pause the transaction and work with the carrier to verify delivery.
Seller Return Issues

If an item is damaged in transit during a return, the seller must contact Merpute within 24 hours of receipt (based on the carrier’s timestamp) and before the transaction is canceled. Sellers must submit all requested information and photos within 24 hours of Merpute’s request.

Return Process Abuse

Abuse of the return process by either buyers or sellers may result in account restrictions and/or legal action.