Refund policy
Our Policy
We want you to be fully satisfied with your Mervale purchase. We accept returns within 30 days of the delivery date.
Eligibility for Returns
To qualify for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by proof of purchase (order number or receipt)
Used or opened items are not eligible for return.
Any free bonus items or accessories included with your order (such as the complimentary Universal Converter) must be returned along with the product for a refund to be processed. If bonus items are not returned, their retail value may be deducted from your refund.
Non-Returnable Items
Certain items may not be eligible for return, including products that have been installed, used, or altered in any way, due to hygiene and safety standards for water-contact or food-contact products.
Bundle & Multi-Pack Orders
If you purchased a multi-unit bundle (such as our 2-pack or 3-pack Bundle & Save offers) and wish to return only part of your order, the returned unit(s) will be refunded at the discounted bundle rate – not standard price. To receive a full refund for all the items in your bundle, all units from that bundle must be returned together.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue. In these cases, we cover return shipping and will send a replacement or full refund at no additional cost to you — this is separate from our standard return process below.
How to Initiate a Return
To start a return, contact us with your order number and reason for return. Once approved, we'll provide instructions for sending your item back.
Return Shipping
Return shipping costs are the customer's responsibility, except in cases of damaged or defective items as noted above.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are processed to your original payment method within 5–10 business days. Please note it may take additional time for your bank or credit card company to reflect the refund.
Late or Missing Refunds
If you haven't received a refund after 10 business days, first check your bank account again, then contact your credit card company, as processing times vary. If you've done this and still haven't received your refund, contact us directly.
International Returns
For international orders, customers are responsible for return shipping costs and any customs fees incurred in the return process.
Questions
Reach out via our Contact page with any return or refund questions.