RETURN POLICY

Cancel an order? Do it before production starts — we’ll refund you fully.

Your order hasn’t shipped yet? Cancel it now.

We cancel orders only if they haven’t entered production or left our warehouse. If your request meets that condition, we issue a full refund immediately. Orders already in transit or dispatched cannot be cancelled.

Your item arrived damaged or incorrect?

We cover all return shipping costs when the issue is on our end — whether the item is damaged, mislabeled, or doesn’t match your order. Contact us at cs@merchoxy.com first. We’ll confirm the error and arrange next steps.

You changed your mind?

You may return items within 14 days of receipt. To qualify, they must be unused, in original packaging, and accompanied by proof of purchase — such as your order confirmation or receipt. You’re responsible for return shipping costs in this case. No restocking fees apply. You’ll be charged only once for return shipping — never more.

Your refund hasn’t shown up yet?

Refunds begin processing after we receive your package and complete a brief inspection. We send refunds to your original payment method. Most appear in your account within 7 business days — though timing depends on your bank or card issuer.

If it’s been longer than 7 business days:

• Check your bank or credit card statement for pending activity.
• Contact your card issuer to confirm transaction status.
• Ask your bank about any holds or processing delays.
• Then email cs@merchoxy.com with your order number and details.

All return coordination starts here

Every return-related request — cancellation, damage report, or change-of-mind return — must go through cs@merchoxy.com. Do not contact the manufacturer directly. We’ll respond promptly and guide you through the next step.