Return and Exchange Policy

At Merino Protect, we are committed to providing high-quality products and services. We understand that sometimes the item you receive may not meet your expectations, or you may need a different size or color. To ensure you have a satisfying shopping experience, we’ve tailored the following return and exchange policy for various situations:

A. Return Period
You have 30 days from the date of receiving your item to initiate a return request.

B. Return and Exchange Conditions
a) The item must be in its original condition, unused, unwashed, undamaged, and with all original packaging and tags intact. If your order included any gifts, they must also be returned. Please contact us for confirmation before returning.
b) Ensure the item is free from any odors (such as perfume, body odor, etc.) or stains.
c) Promotional and sale items (such as those Free gift, including Free gifts, Final Sale items, and Grab Bag products) are not eligible for return or exchange. For hygiene reasons, we do not accept returns or exchanges for intimate apparel such as underwear and socks, customized products, or any items that have been used. However, if within six months of purchase, please contact us, and we will provide a free replacement under our warranty policy.

C. Non-Returnable Items
a) Items that have been used or washed.
b) Promotional or Final Sale items.
c) Gift cards and custom products.

D. Return and Exchange Process
a) All return or exchange requests must be submitted through our Returns Center. Requests submitted through other channels may not be processed.
b) Once your request is received, our team will review it within 1–2 business days. If approved, you will receive a confirmation email with detailed return instructions.
c) Items must be returned in their original condition, unworn, unwashed, with all original tags attached and original packaging included whenever possible. Any promotional gifts received as part of an order (including but not limited to free items from promotions) must also be included in the return shipment if applicable.
d) Once your return package is marked as delivered to our warehouse, please allow 6–8 business days for inspection and processing of your refund or exchange. You will receive an email notification once your return has been completed.
e) We strongly recommend using a trackable shipping method for all return shipments. Merino Protect is not responsible for return packages that are lost, delayed, or not delivered when tracking information is not provided or is incorrect.
f) For self-shipped returns, customers are required to upload or provide valid tracking number and carrier information in the Returns Center immediately after shipment. Failure to provide accurate tracking information may result in processing delays or inability to complete the return or exchange.

E. Return Shipping Costs For returned items:
a) Unless the item is defective upon unboxing, the customer is generally responsible for the return shipping cost.
b) If an unused item is returned due to a defect discovered after opening the package, we will issue a full refund after inspecting the item and may offer additional compensation at Merino Protect’s discretion.

F. Exchange and Return Shipping Costs
To avoid returns or exchanges due to size issues, we recommend checking the size chart before making your purchase. If a return or exchange is necessary, the customer is responsible for return shipping costs, while Merino Protect will cover the shipping costs for the exchange.

G. Refund Processing
a) We will process your refund within 7 business days of receiving and inspecting the returned item(s).
b) Refunds will be issued to the original payment method. The time it takes for the refund to be credited to your account may vary depending on your payment provider.

We are dedicated to providing high-quality products and excellent customer service. If you have any questions or need assistance, please don’t hesitate to contact our customer service team.