Return and exchange

EXCHANGE POLICY AND STORE CREDIT

MER operates a strictly Exchange-Only policy. We do not offer direct monetary refunds. All approved claims result in store credit or product exchange as detailed below. All sales are final except as expressly provided in this Section.

ELIGIBILITY FOR EXCHANGE

An exchange request may be initiated within forty-eight (48) hours of delivery, subject to the following conditions:

(a) The product must be unused, unworn, unaltered, and unwashed;

(b) The product must be returned in its original packaging, with all tags, labels, and accessories intact;

(d) Requests submitted without a valid opening video will not be eligible for exchange;

(e) The product must not be listed as a non-exchangeable item (see Non-Exchangeable Items below);

(f) Products purchased at an exhibition, pop-up event, or physical retail point are not eligible for exchange through our online platform.

NON-EXCHANGEABLE ITEMS

The following products are not eligible for exchange under any circumstances:

(a) Innerwear, swimwear, and intimate apparel (for hygiene reasons);

(b) Products marked as "Final Sale", "Non-Returnable", or "Non-Exchangeable" at the time of purchase;

(d) Products purchased during clearance sales or final sale events;

(e) Products showing evidence of wear, washing, alteration, stitching, staining, or odour upon inspection;

(f) Limited edition items, unless defective;

(g) Products received without a valid unboxing/opening video.

EXCHANGE PROCESS

To initiate an exchange, please follow the steps set out below:

STEP 1 — INITIATE EXCHANGE REQUEST
Log in to your account or contact legal@houseofmer.in within forty-eight (48) hours of delivery. Provide your order number, reason for exchange, and your unboxing/opening video as mandatory evidence. We will review your request and, if approved, issue an Exchange Authorization.

STEP 2 — PACK AND DISPATCH
Pack the product securely in its original packaging, include the Exchange Authorization slip, and ship the product to our warehouse address (as communicated in the exchange approval email). You must use a reliable courier service with shipment tracking. Charges for return shipping in customer-initiated exchanges (e.g., size exchange, change of preference) are the responsibility of the customer.

STEP 3 — QUALITY INSPECTION
Upon receipt of the returned product, we will conduct a quality inspection within five (5) to seven (7) business days. If the product meets our exchange conditions, the exchange will be approved. If the product fails inspection, we will notify you and arrange for the product to be returned to you at your cost.

STEP 4 — STORE CREDIT ISSUANCE
Upon approval, we will credit your MER account with store credit equivalent to the purchase price of the exchanged product, within one (1) to two (2) business days of approval. Store credit is non-transferable, cannot be converted into cash, and must be utilized within three hundred and sixty-five (365) days of issuance. Store credit may be applied toward future purchases on our platform.

ORDER CANCELLATION POLICY

All orders once placed and confirmed through our platform are firm and binding. We do not accept cancellation requests after an order has been confirmed and payment received. In the event a cancellation request is made prior to our issuance of an order confirmation email, please contact legal@houseofmer.in immediately and we will endeavour to accommodate your request. If the order has already been processed or dispatched, cancellation is not possible, and the exchange policy will apply upon delivery.

In the event that an order is cancelled by us owing to stock unavailability, pricing error, or any other reason attributable to us, the full amount paid by you will be credited as store credit to your MER account within the timelines stated above.

DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If you receive a product that is defective, damaged in transit, or materially different from what was ordered, you must notify us within twenty-four (24) hours of delivery by writing to legal@houseofmer.in with your order number, a description of the defect or discrepancy, and photographic evidence and/or your mandatory opening video. Failure to report within this period may affect your eligibility for a remedy.

Upon verification of the defect or discrepancy from the evidence provided, we will arrange for a replacement or exchange of the product and provide a prepaid return label for the return of the defective item. In certain circumstances, we may first require you to initiate the return courier, verify the returned product, and thereafter dispatch the replacement. No deductions will be made from your store credit in respect of shipping charges where the defect or error is attributable to us.

STORE CREDIT — TERMS AND CONDITIONS

Store credit issued under any provision of these Terms is subject to the following conditions:

(a) Store credit represents the full and final settlement of your claim in respect of the relevant transaction;

(b) Store credit is non-transferable and non-convertible into cash or bank transfer;

(c) Store credit must be utilized within three hundred and sixty-five (365) days of the date of credit to your account. Credits not utilized within this period will lapse without further notice;

(d) Expiry Reminders: We will send you email reminders at 90 days, 30 days, and 7 days before your store credit expires. However, it remains your responsibility to track and utilize your store credit within the validity period;

(e) Standard processing time for the issuance of store credit is sixty (60) to seventy (70) days from the date of approval of the underlying claim, unless otherwise specified;

(f) Store credit may not be combined with certain promotional codes unless expressly permitted.