Return Policy

Why No Returns?

At Mermerica, every piece is crafted with care and precision specifically for you. Our made-to-order business model means:

• Each item is produced only after you place your order
• Products are customized to your specifications
• Materials are sourced and prepared specifically for your piece
• Our artisans dedicate time and expertise to create your unique item

Because of this personalized production process, once an order is placed and production begins, we cannot accept returns or process refunds.

Before You Order

We want you to be completely confident in your purchase. Before placing your order, please:

Exceptions: Damaged or Defective Items

While we do not accept returns for change of mind, we stand behind the quality of our craftsmanship. If your item arrives:

• Damaged during shipping: We will work with you to resolve the issue
• With manufacturing defects: We will repair or replace the item at no cost
• Significantly different from description: We will review and address the concern

How to Report an Issue

If you believe your order has a manufacturing defect or was damaged during shipping:

1. Document the Issue: Take clear, well-lit photos of the damage or defect from multiple angles.
2. Keep Packaging: Retain all original packaging, as this may be needed for shipping damage claims.
3. Contact Us Promptly: Email us at info@mermerica.com within 48 hours of receiving your order.
4. Provide Details: Include your order number, description of the issue, and photos.

Our team will review your case and respond within 24-48 hours with a resolution.

Order Cancellation

Due to the made-to-order nature of our products, order cancellations may only be possible within a very limited window:

• Within 24 hours: If production has not yet begun, we may be able to cancel your order for a full refund.
• After 24 hours: Once production has started, cancellations are not possible as materials have been committed and work has begun.

To request a cancellation, contact us immediately at info@mermerica.com with your order number.

European Union Customers

Under EU consumer protection law, there is typically a 14-day cooling-off period for online purchases. However, this right does not apply to:

• Goods made to the consumer's specifications (custom-made products)
• Goods clearly personalized for the consumer

As all Mermerica products are made-to-order, they fall under this exception. By placing an order, you acknowledge and agree that the right of withdrawal does not apply to your purchase.

Our Commitment to You

Questions?

If you have any questions about our return policy or need assistance with your order, please contact us: