Refund policy
Refund Policy
At Merchluma, we want you to feel confident when shopping for bathroom essentials, shower curtains, shower rods, hooks, bath mats, and decor products. If something is wrong with your order, we are here to help.
Please review the policy below before placing your order.
30-Day Return Window
Eligible items may be returned within 30 days of delivery.
To be eligible for a return, the item must be:
- Unused
- Unwashed
- In original condition
- In original packaging when possible
- Free from stains, odors, damage, or signs of installation/use
Items that have been installed, washed, altered, damaged, or used may not be eligible for return.
How to Start a Return
To start a return, contact us at:
Please include:
- Your order number
- Email used at checkout
- Reason for return
- Photos of the item if it arrived damaged, defective, or incorrect
Our support team will review your request and provide return instructions if your item is eligible.
Please do not send items back without contacting us first.
Return Shipping
| Return Reason | Who Pays Return Shipping |
|---|---|
| Damaged item | Merchluma covers return shipping or provides another resolution |
| Defective item | Merchluma covers return shipping or provides another resolution |
| Incorrect item received | Merchluma covers return shipping or provides another resolution |
| Change of mind | Customer is responsible |
| Ordered wrong size/color/style | Customer is responsible |
| Item does not match decor preference | Customer is responsible |
Original shipping fees are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, contact us within 30 days of delivery.
Please include clear photos of:
- The item
- The damaged or defective area
- The packaging
- The shipping label if available
Once reviewed, we may offer a replacement, refund, or other resolution depending on the issue.
Non-Returnable Items
The following items may not be eligible for return:
- Used or installed shower rods
- Used shower curtain hooks or hardware
- Washed or used shower curtains
- Used bath mats or bathroom rugs
- Items damaged by customer handling, installation, or misuse
- Clearance or final sale items, if marked as final sale
- Items returned without approval
For hygiene and product condition reasons, bathroom textiles and bathroom-use products must be returned unused and in clean condition.
Refund Processing
Once your return is received and inspected, we will notify you whether the refund is approved.
| Refund Status | Timeline |
|---|---|
| Return received | Inspection usually takes 2–5 business days |
| Refund approved | Processed within 5–10 business days |
| Bank/card processing | May take additional time depending on payment provider |
Refunds are issued to the original payment method used at checkout.
Exchanges
We may offer exchanges for eligible items if you received the wrong item, a defective item, or a damaged product.
For size, color, or style changes, the customer may need to place a new order and return the original item if eligible.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@merchluma.com.
We cannot guarantee cancellation once the order has entered processing or shipment.
Contact
For return or refund questions, contact us:
Email: support@merchluma.com
Support Hours: Monday–Saturday, 9:00 AM–8:00 PM GMT-7