Return & Refund Policy
Return & Refund Policy
We want our return and refund process to be clear and easy to understand.
1. 30-Day Return Request Period
Customers may request an eligible return within 30 days after delivery of the order.
To request a return, contact:
Please provide:
- Your order number
- The email address used for the order
- The reason for the return
- Photos or other supporting information where relevant
Do not send a product back before receiving return instructions from our customer support team.
2. Return Eligibility
For a standard change-of-mind return, the product must:
- Be unused and unopened
- Be in its original condition
- Be in its original packaging where applicable
- Include sufficient order information for us to identify the purchase
Because we sell skincare and personal-care products, opened or used products are not eligible for change-of-mind returns.
This restriction does not apply where a product is defective, damaged, incorrect, or where applicable law provides rights that cannot be excluded.
3. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or different from what you ordered, contact support@mertinsh.com as soon as reasonably possible.
Please provide your order number and clear photos showing the issue.
After reviewing the information, we will provide an appropriate solution, which may include a replacement or refund.
4. Return Shipping Costs
For an eligible change-of-mind return, the customer is responsible for return shipping costs.
If a return results from a verified damaged, defective, or incorrect product, we will provide appropriate return or resolution instructions.
Original shipping charges are generally not refundable for change-of-mind returns.
5. Return Address
Do not send returns to our corporate registered address unless our customer support team specifically instructs you to do so.
Contact support@mertinsh.com first.
Once your return request has been reviewed, we will provide the applicable return instructions and, where required, the appropriate return address.
Unauthorized returns sent to an incorrect address may not be received or processed.
6. Refunds
After an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method.
After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
7. Order Cancellations
If you need to cancel an order, contact support@mertinsh.com as soon as possible.
We cannot guarantee cancellation after the order has entered processing or fulfillment.
If the order has already been shipped, you may need to follow the applicable return procedure after delivery.
8. Subscription Orders
Cancelling a subscription stops future recurring subscription charges.
It does not automatically cancel or refund a subscription order that has already been charged or processed.
Processed subscription orders are subject to this Return & Refund Policy.
For subscription cancellation assistance, contact:
9. Contact Us
Email: support@mertinsh.com
Phone: +86 139 8615 1101
Website Operator:
深圳震天下网络科技有限公司
English translation: Shenzhen Zhen Tian Xia Network Technology Co., Ltd.