Frequently asked questions

Cancelation & Refunds

  • You can request a return if:
    ✅ The item is significantly different from the description.
    ✅ The item was damaged during shipping.
    ✅ The item is inauthentic or counterfeit.

    The following non-mandatory return reasons include:
    ❌ The item doesn’t fit or is unsuitable.
    ❌ The item has an unusual odor.
    ❌ The buyer changed their mind.
    ❌ Shipping delays due to the carrier or weather.
    ❌ Plants, cuttings, or seeds.
    ❌ Large bundles without an itemized content list.

  • You have 30 days from the delivery date (based on the carrier’s timestamp) to submit a return request.
  • If the order is marked as delivered but not received, you must contact Merpute within 72 hours to verify with the carrier.

  • 1️⃣ Gather evidence: Take clear photos of the item, packaging, shipping label, and packing materials.
    2️⃣ Submit a request: Contact Merpute’s support team with all the necessary details.
    3️⃣ Review process: Merpute will assess the request and may ask for additional information, which must be provided within 24 hours.
    4️⃣ Return confirmation: If approved, Merpute will guide you through the return process.

  • Account credit: Some refunds may be issued as account credit, which expires in 90 days.
  • Direct refund: If approved, refunds will be processed back to the original payment method within 14 days.

  • The seller must report the issue to Merpute within 24 hours of receiving the returned item.
  • The seller must provide supporting images and details to qualify for assistance.

  • Merpute monitors misuse of the return policy.
  • If return abuse is detected from either buyers or sellers, Merpute may restrict the account or take legal action.

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