Refund policy
At MERXXA we want you to be happy with your purchase. Below we explain when you can return a product, how to request it, and the conditions under which refunds are issued.
Right of withdrawal
Under Spanish consumer law, you have 14 calendar days from receiving your order to withdraw from the purchase without having to give a reason.
Exception: this right does not apply to personalised or made-to-order products, such as t-shirts, hoodies or tote bags carrying a brand's exclusive designs, unless they are faulty or the wrong item was sent.
Condition of returned products
The product must be returned in its original condition, unused and in its original packaging.
Returns of products damaged or used by the customer will not be accepted.
Where a product is faulty or the order was wrong, the return is always accepted regardless of these conditions.
Products excluded from returns
Personalised or made-to-order products (unless faulty or incorrect).
Products that, for hygiene reasons, cannot be returned once unsealed after delivery.
Return costs
If you return a product by withdrawal (not faulty, and not our error), the return shipping costs are borne by the customer.
If you return a product because it is faulty or because you received the wrong order, MERXXA covers the return costs and the reshipment of a replacement where applicable.
Refunds
Once the returned product has been received and checked, we process the refund within a maximum of 14 calendar days.
The refund is issued using the same payment method used for the purchase.
In the case of withdrawal, we refund the price of the product and, where applicable, the original standard shipping costs.
Additional costs for express shipping or premium delivery methods are not refunded.
How to request a return
To start a return:
Email info@merxxa.com with the subject line "Return + order number".
Include your order number, your full name and the reason for the return.
Attach photographs if the product is faulty.
Our team will reply with instructions and the address to send the return to.
Resolution time
Once we receive the product, we will email you to confirm it has arrived.
The refund will be processed within a maximum of 14 calendar days from that date.