Refund policy

Effective Date: July 1, 2026
Last Updated: July 12, 2026

At Merrlane, we want customers to feel confident when purchasing home décor, decorative accessories, furniture, and everyday living products. This Return and Refund Policy explains return eligibility, return costs, damaged-item claims, cancellations, and refund processing.

Return Period

Most eligible products may be returned within 30 days after the confirmed delivery date.

To start a return, contact Merrlane Customer Support at support@merrlane.com within the applicable return period. Please include your order number and the reason for the return.

Our customer support team will provide the applicable return instructions and, when required, a Return Merchandise Authorization number.

Products sent to a warehouse without following the provided return instructions may be delayed, refused by the receiving facility, or become difficult to associate with the original order.

Approved refunds are issued to the original payment method used for the purchase.

Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Damaged, Defective, Missing, or Incorrect Products

When Merrlane confirms that a product arrived damaged, defective, incomplete, or different from the product ordered, Merrlane will cover the applicable return shipping cost or provide another appropriate resolution at no additional cost to the customer.

Depending on the circumstances, the resolution may include:

Replacement parts
A replacement product
An authorized return
A refund
Another mutually agreed resolution

Returns for Personal Reasons

For returns caused by a change of mind, style preference, color preference, size preference, ordering error, or the product no longer being needed, the customer is responsible for the return shipping cost.

The cost depends on the product’s size, weight, return location, packaging requirements, and carrier rate. Merrlane does not add a separate restocking fee to an otherwise approved return.

Where Merrlane provides a prepaid return label for a customer-preference return, the actual label cost will be disclosed before the return is confirmed and deducted from the approved refund.

Customers may also use an approved trackable carrier at their own expense when permitted by the return instructions.

Incorrect or Incomplete Customer-Provided Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If a delivery or return occurs because the customer provided an incorrect or incomplete address, the customer is responsible for the actual address-correction, redelivery, return shipping, storage, or carrier fees resulting from that error.

Any applicable deduction will be based on documented charges from the carrier or fulfillment provider and will be communicated to the customer.

Refused or Unclaimed Deliveries

Customers should not refuse a delivery without first contacting Merrlane, unless the shipment shows visible damage that should be documented with the carrier at delivery.

If a customer refuses or fails to claim a deliverable order without Merrlane’s authorization, the customer is responsible for the actual return transportation, redelivery, storage, or carrier fees resulting from the refusal or failed delivery.

Documented costs may be deducted from the refund after the returned product has been received and inspected.

This provision does not apply when a delivery is refused because Merrlane shipped an incorrect product or because visible carrier damage was properly reported and documented.

Returns for Personal Reasons

Eligible products may be returned for personal reasons within 30 days after delivery.

Examples include:

Changing your mind
Ordering the wrong product
No longer needing the product
Preferring a different color
Preferring a different style
Selecting an unsuitable size

Products returned for personal reasons must satisfy the return requirements stated below. Customers are responsible for the applicable return shipping cost.

Merrlane does not charge an additional restocking fee for approved returns.

Return Requirements

To qualify for a return, the product must:

Be returned within the applicable return period
Be unused and in substantially original condition
Be free from customer-caused scratches, chips, stains, odors, alterations, or signs of wear
Include all accessories, hardware, manuals, removable components, and other items originally supplied
Be packaged safely to prevent damage during return transportation
Be shipped according to the authorized return instructions
Include the applicable order or return authorization information

Customers may open and reasonably inspect a product after delivery. Opening the shipping carton or inspecting the product does not automatically make it ineligible for return.

We recommend retaining and reusing the original packaging and protective materials whenever possible.

If the original packaging is damaged or unavailable, the customer may use alternative packaging that provides an equivalent level of protection appropriate for the product’s material, size, weight, and fragility.

Products damaged during return transportation because of inadequate packaging may be subject to a reduced refund reflecting the documented loss in value. Merrlane will not reject an otherwise eligible return solely because the original shipping carton is unavailable.

Non-Returnable Products

The following products or situations are not eligible for a personal-reason return:

Products clearly marked “Final Sale” before purchase
Products damaged after delivery through misuse, neglect, improper handling, improper installation, or improper storage
Products showing substantial use, customer-caused wear, stains, odors, chips, scratches, alterations, or damage
Products missing essential components or accessories when the missing items prevent resale or normal use
Products returned after the applicable return period
Products sent to an unauthorized location and not recoverable by Merrlane or its fulfillment partner

A product will not be treated as non-returnable merely because its shipping carton was opened for reasonable inspection.

These exclusions do not limit any rights that cannot legally be waived and do not apply to verified shipping damage, manufacturing defects, missing components, or fulfillment errors reported according to this policy.

Damaged, Defective, Missing, or Incorrect Products

Please inspect the product and shipping packaging promptly after delivery.

If a product arrives damaged, defective, incomplete, or different from what was ordered, contact support@merrlane.com within 48 hours after delivery whenever reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs of the complete product
Close-up photographs of the damage or defect
Photographs of the outer packaging
Photographs of the internal protective materials
A photograph of the shipping label
A video when reasonably necessary to demonstrate a functional issue

Keep the product and all packaging materials until Merrlane has reviewed the claim and provided instructions.

The 48-hour reporting period helps Merrlane document carrier damage and obtain timely assistance from its fulfillment and shipping partners. A report submitted after 48 hours will not automatically waive any rights available under applicable law, but delayed reporting may limit Merrlane’s ability to verify shipping-related damage.

After reviewing the evidence, Merrlane may provide:

Replacement parts
A replacement product
Repair or service assistance where available
Return instructions
A full or partial refund
Another appropriate resolution

For a confirmed shipping error, shipping damage, manufacturing defect, or missing component, Merrlane will cover the applicable return or replacement shipping cost.

Fragile Decorative Products

Many Merrlane products are made from ceramic, glass, stone, resin, metal, or other delicate materials.

Customers should inspect fragile products promptly after delivery and retain the original protective materials until the inspection is complete.

For a personal-reason return, fragile products must:

Remain unused
Be free from customer-caused cracks, chips, scratches, stains, water marks, or other damage
Include all supplied accessories and components
Be packaged with sufficient cushioning and structural protection for return transportation

Original packaging is recommended but is not mandatory when equivalent protective packaging is used.

If a fragile product is damaged during return transportation because it was not packed with reasonable protection, the resulting documented loss in value may be deducted from the refund.

Return Process

To request a return:

Email support@merrlane.com within the applicable return period.
Provide your order number, the product being returned, and the reason for the return.
For damaged, defective, incomplete, or incorrect products, include the photographs and information requested in this policy.
Merrlane will review the request and provide the applicable return instructions, return location, and Return Merchandise Authorization information when required.
Package the product securely and ship it according to the provided instructions.
Use a trackable shipping service and retain the shipping receipt.
Send the tracking number to support@merrlane.com after the return has been shipped.

Merrlane typically responds to return requests within one business day, excluding weekends and major holidays.

Return authorization is used to route the product to the appropriate facility and associate the package with the correct order. It is not intended to prevent an otherwise eligible customer from exercising the return rights described in this policy.

Return Location

Merrlane works with multiple fulfillment and logistics routes. The appropriate return location may depend on:

Product type
Product size and weight
Original fulfillment location
Warehouse capacity
Carrier requirements
Return reason

Merrlane will provide the correct return address as part of the return instructions.

Some approved returns may be directed to our U.S. fulfillment partner at:

8 Industrial Dr
Hudson, NH 03051
United States

This location is used for fulfillment and authorized return coordination. It is not Merrlane’s registered business address, corporate headquarters, customer service office, public showroom, or walk-in retail store.

Not every product is eligible to be returned to this facility. Do not send a package to this address unless it is the return address shown in the instructions issued for your order.

Using the assigned return location helps ensure that the package is accepted, identified, inspected, and refunded correctly.

Merrlane will not require a customer to ship a verified damaged, defective, or incorrect product to an undisclosed location without first providing clear written instructions.

Order Cancellations

An order may be canceled for a full refund within 48 hours after purchase, provided it has not entered shipment preparation or been dispatched.

Contact support@merrlane.com as soon as possible to request cancellation.

If the order has already shipped, it can no longer be canceled. The customer may request an eligible return after delivery under this policy.

A cancellation request is not confirmed until Merrlane sends written confirmation that the order has been successfully canceled.

Refund Processing

After a returned product is delivered to the designated return facility, it will be inspected to confirm:

The correct product was returned
The return requirements have been satisfied
All relevant components are included
The product has not sustained unreported customer-caused or return-transit damage

Approved refunds are generally issued within 3–5 business days after the return inspection is completed.

The refund will be sent to the original payment method.

After Merrlane issues the refund, banks and payment providers generally require an additional 5–10 business days to post the funds to the customer’s account. Processing times are controlled by the customer’s financial institution.

Where applicable, the refund may be reduced only by costs clearly permitted under this policy, including:

Customer-responsible return shipping
A disclosed prepaid return-label cost
Documented carrier fees caused by an incorrect customer-provided address
Documented redelivery or return fees caused by an unauthorized refusal
Documented loss in value caused by inadequate return packaging or customer-caused damage

Merrlane does not charge an additional restocking fee for approved returns.

The original outbound shipping charge, if one was separately paid, is not refundable for a personal-reason return unless required by applicable law. It will be refunded when the return results from a verified Merrlane fulfillment error, confirmed defect, or shipping damage for which Merrlane is responsible.

Partial Refunds

A partial refund may be issued when an otherwise eligible returned product has experienced a measurable reduction in value because of:

Missing accessories or components
Customer-caused damage
Substantial signs of use
Unauthorized alterations
Inadequate return packaging
Damage occurring during customer-arranged return transportation

Any reduction will be based on the documented condition of the returned product. Merrlane will explain the reason for the adjustment and provide relevant supporting information upon request.

Minor opening of packaging for reasonable inspection will not, by itself, result in a deduction.

Exchanges and Replacement Parts

Merrlane does not guarantee direct product exchanges for every item.

When an item is damaged, incomplete, or has a replaceable component issue, Merrlane may offer:

Replacement hardware
Replacement components
A replacement product
Another appropriate solution

For a personal-preference exchange, the original product will generally be processed as a return, and the customer may place a separate order for the preferred product.

Unless the exchange is caused by a verified Merrlane error, confirmed defect, or shipping damage, the customer is responsible for applicable return and new-order shipping costs.

Chargebacks and Payment Disputes

Customers are encouraged to contact support@merrlane.com before initiating a payment dispute so that Merrlane has an opportunity to investigate and resolve the issue.

This provision does not prevent a customer from exercising any lawful right to dispute an unauthorized or improperly processed transaction.