Refund & Return Policy

Effective Date: August 2, 2025

General Policy

All sales are considered final unless the product is proven to be defective or returnable under applicable consumer laws. We reserve the right to refuse any return or refund request that does not meet the criteria stated herein.

Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded under any circumstance unless they arrive damaged or defective: - Custom-made or personalized items, including cut fabrics - Used, washed, or unpackaged products - Hygiene-sensitive items such as pillow covers, cushions, or poufs - Digital products - Final sale or clearance items - Items returned without prior written authorization - Returns made outside of the return window Opening or using a product voids the eligibility for return.

 

Return Conditions (if eligible)

To request a return, you must: 1. Contact us at info@mertotti.com within 14 calendar days of receiving your order 2. Ensure the product is unused, in original condition and packaging 3. Ship the return within 7 days of receiving approval 4. Include your order number and return authorization in the package

 

Shipping Costs & Responsibility

  • All return shipping costs are the buyers full responsibility, unless the item is faulty
  • We do not provide prepaid return labels
  • All returned items must be shipped with tracking and sufficient packaging
  • We are not liable for any lost or damaged return shipments
  • Original shipping fees are non-refundable

If the return parcel is lost, delayed, or returned to us due to insufficient postage or incorrect declaration, no refund will be issued

 

Refunds (If Approved)

If your return is accepted and the item passes inspection:

  • A refund will be issued to your original payment method within 14 business days
  • Refunds cover only the product cost (shipping, taxes, and handling fees are non-refundable)
  • Items returned in a used, incomplete, or damaged state will not be refunded

 

 Defective or Incorrect Items

If your item is defective or incorrect, contact us within 48 hours of delivery.

Provide:

  • Order number
  • Clear photos of the issue and packaging
  • A short description

We will offer either a replacement or full refund, at our discretion.

 

International Customers

International buyers must:

  • Cover all return shipping and customs charges
  • Properly declare return parcels (as 'Returned Goods')
  • Understand that customs delays or duties on returns are not our responsibility

Any incorrect declaration may result in rejection of the refund.

 

Contact for Returns

To initiate a return, contact us at: info@mertotti.com

Returns without prior approval will not be accepted or processed.

 

Legal & Final Notice

This policy complies with applicable international consumer laws. We do not extend rights beyond what is legally required. Your purchase confirms full agreement with these terms.

By placing an order, you confirm that you have read and accepted this refund and shipping policy in full.