Refund policy

Last updated: October 13, 2026

This policy applies to consumer purchases from MERRICRATE, obrt za trgovinu, vl. Leon Krišto, trading as Merricrate, at merricrate.com. Our business address is Podbrežje VI. 23A, 10020 Zagreb, Croatia. For returns, refunds, withdrawal notices or help with an order, email support@merricrate.com. Our business telephone and other pre-contract contact details are in our Terms of Service.

The EU section explains statutory withdrawal rights. The USA section provides our voluntary return offer for orders delivered in the United States. These rules apply where we accept an order for the relevant destination. Nothing in this policy limits mandatory consumer rights, including rights concerning faulty, damaged, incorrect or non-conforming goods.

1. How to contact us and start a return

Email us with your name, order number or other details that identify the purchase, the items concerned and whether you are withdrawing, requesting a voluntary return or reporting a problem. A reason is not required for EU statutory withdrawal. If helpful, include photographs of damage or an incorrect item; photographs are not an automatic condition of a legal remedy.

You can also access Shopify's return and cancellation options through your customer account. Select the relevant order and the available return or cancellation action. If an option is unavailable or does not fit your situation, contact us directly. An unavailable online option does not remove your legal rights or shorten a legal deadline.

We will provide a return reference and practical handling instructions. These help identify and safely process parcels. For EU statutory withdrawal, our approval, a return reference, an account or a particular form is not required for your withdrawal to take effect. Do not wait for our reply if that would cause you to miss a statutory notice or return deadline.

2. EU consumers: 14-day statutory withdrawal

You may withdraw from an eligible distance purchase without giving a reason. The withdrawal period expires 14 days after the day on which you, or a person you nominate other than the carrier, receive the goods. For goods ordered together but delivered separately, or an item delivered in several lots or pieces, the period runs from receipt of the last item, lot or piece. You may also withdraw before delivery. Applicable rules extending a deadline that ends on a weekend or public holiday are preserved.

To withdraw, send us a clear statement of your decision before the deadline, by email to support@merricrate.com or by post to our Zagreb business address above. You may use the optional form below. Keep evidence that you sent your notice on time. We will acknowledge electronic withdrawal notices without undue delay on a durable medium, such as email. Your valid withdrawal does not depend on our acknowledgement or approval. If legally required withdrawal information was not provided, the statutory extension of the withdrawal period applies.

After notifying us, send back the goods without undue delay and no later than 14 days after the day you communicated your withdrawal. You meet this deadline by sending the goods before it expires. Use the EU return address in section 5, unless we arrange collection or give an alternative that does not diminish your rights.

You pay the direct cost of returning goods for ordinary change-of-mind withdrawal where the law permits and we informed you of this before purchase. If we failed to give a required notice about those costs, we bear them. For goods that cannot normally be returned by post, any required estimate of return costs must be supplied before purchase. This customer-paid rule does not apply to costs we must bear to remedy non-conforming goods.

You may inspect goods as you would reasonably do in a shop to establish their nature, characteristics and functioning. You are responsible only for diminished value caused by handling beyond what is necessary, and only where the law permits. Original packaging is helpful but is not a blanket condition of withdrawal. Please package the goods securely and include supplied parts and accessories.

3. EU withdrawal refunds

We reimburse payments due for the withdrawn purchase, including the cost of our least expensive standard outbound delivery, without undue delay and no later than 14 days after we are informed of your withdrawal. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence that you sent them back, whichever occurs first.

Standard outbound shipping is included in our product prices. We do not deduct an invented outbound shipping charge from a withdrawal refund. If you expressly chose a more expensive delivery option, the extra amount above standard delivery need not be reimbursed. Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Any lawful deduction for diminished value will be explained. We do not impose a standard restocking fee or require store credit instead of a monetary refund.

4. USA: 30-day voluntary return-request window

For orders delivered in the United States, you may request an ordinary change-of-mind return within 30 days after delivery of the last item in your order. If the last day falls on a weekend or public holiday, we accept the request on the next business day. This is a return-request deadline, not a requirement that the parcel reach us within 30 days.

Items returned under this voluntary offer must be unused beyond reasonable inspection, clean, undamaged and complete with supplied parts and accessories. Use the original packaging where reasonably available, or suitable protective packaging. The exceptions in section 7 apply. Contact us for the return reference and instructions, and dispatch the return within 14 days after we send those instructions. Our response time will not shorten a timely request's eligibility. Any shorter mandatory dispatch deadline under applicable law takes priority.

You arrange and pay ordinary return postage to the USA address below. There is no standard restocking fee. For an eligible return, we refund the amount paid for the returned goods and corresponding tax collected, to the original payment method, within 14 calendar days after receiving the returned goods, or sooner where applicable law requires a shorter deadline. Any mandatory refund deadline or trigger takes priority over this voluntary-return timeframe. Any separately purchased premium outbound delivery service is not refunded for an ordinary change-of-mind return, unless the law requires otherwise. We do not deduct the standard outbound shipping included in the product price. We will explain any refusal and the reason for it.

Payment providers may need additional time to display a refund after we issue it; contact us if it has not appeared. This voluntary offer does not limit applicable state or federal rights, warranties or remedies for defective or non-conforming goods.

5. Return addresses and handling

EU returns

MERRICRATE, obrt za trgovinu, vl. Leon Krišto
Podbrežje VI. 23A
10020 Zagreb
Croatia

USA returns

Merricrate returns
1123 Locust St, Ste 163
St. Louis, MO 63101
United States

The USA address is a return-receiving address, not our registered business address. Include your name, order number and any return reference inside the parcel, and follow any specific recipient or parcel-labelling instructions we provide. Keep proof of dispatch. Tracked shipping is recommended, not a condition that replaces statutory rights. Do not send goods to a supplier's warehouse or an address printed on the original package unless we instruct you to do so.

For faulty goods, contact us so we can arrange a suitable return or other remedy without costs that the law requires us to bear being passed to you. Tell us before shipping damaged batteries, hazardous goods or items requiring special handling so safe transport can be arranged. These handling instructions do not postpone a valid EU withdrawal notice.

6. Faulty, damaged, incorrect or non-conforming goods

Please tell us about a problem as soon as reasonably possible. We do not impose a blanket 24- or 48-hour reporting deadline, and the ordinary 14-day or 30-day return windows do not replace statutory guarantee rights. Merricrate remains responsible as the seller; you do not have to pursue our fulfillment provider instead.

EU consumers benefit from a legal guarantee of conformity of at least two years from delivery, with any longer protection, applicable evidential presumptions and other rights under national law preserved. Depending on the circumstances and applicable law, you may require repair or replacement free of charge, or a proportionate price reduction or termination and refund. Repair or replacement must take place within a reasonable time and without significant inconvenience. Rights to an immediate price reduction or termination, where the law provides them, are preserved; termination may be unavailable for a minor lack of conformity. We bear the necessary costs of a remedy where required, including necessary return transport. Any commercial guarantee is additional to these rights.

For USA customers, we provide the remedies required by applicable law and any binding product warranty. Nothing here excludes a warranty or remedy that cannot lawfully be excluded. Damage caused solely by misuse after delivery is not automatically a product defect, but we will assess the facts and applicable rights.

7. Exceptions and exchanges

EU withdrawal exceptions apply only where the law's conditions are met. Relevant examples can include goods made to the customer's specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods unsuitable for return for health-protection or hygiene reasons that were unsealed after delivery. These categories are also excluded from the USA voluntary change-of-mind offer where applicable and clearly disclosed before purchase. Any product-specific exception will be identified before you order. A gift message alone does not make an otherwise standard product personalised. A discount or sale label alone does not remove EU withdrawal rights. Exceptions never remove applicable rights concerning non-conforming goods.

We do not offer direct exchanges simply because you change your mind. You can return an eligible item for a refund and place a separate order. This does not limit replacement as a statutory remedy. Gift-order refunds normally go to the original purchaser's payment method; gift recipients may contact us for help identifying the order.

8. Complaints

Send a written complaint by email to support@merricrate.com or by post to our Zagreb business address. We will acknowledge receipt without undue delay and respond in writing within 15 days of receipt, stating whether we accept the complaint as justified. That response deadline does not mean every remedy will necessarily be completed within 15 days. Further dispute-resolution information is in our Terms of Service.

9. Optional EU withdrawal form

Complete and send this only if you wish to withdraw. You may instead send any other clear withdrawal statement.

To: MERRICRATE, obrt za trgovinu, vl. Leon Krišto, Podbrežje VI. 23A, 10020 Zagreb, Croatia; support@merricrate.com.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Goods: ____________________
Ordered on / received on: ____________________
Order number, if available: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if sent on paper: ____________________
Date: ____________________

Delete wording that does not apply.