Return Policy

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1. Overview

At Merchantrange, we want you to be satisfied with your purchase. This Return Policy explains your rights regarding returns, refunds, and exchanges for products purchased through our website merchantrange.ddd.

This policy complies with consumer protection laws in Norway and the European Union, including the Consumer Rights Directive (2011/83/EU).

2. Right of Withdrawal (Cooling-Off Period)

2.1 Your Rights

As a consumer in the European Economic Area, you have the right to withdraw from your purchase within 14 days without giving any reason. This withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

2.2 How to Exercise Your Right

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can:

  • Send an email to: feedback@merchantrange.world
  • Send a letter to: Kårvågveien 94, 6532 Averøy, Norway

You may use the following model withdrawal form, but it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name/order number], ordered on [date], received on [date]. Consumer's name and address: [your details]. Date: [today's date]. Signature (only if sent on paper)."

2.3 Withdrawal Deadline

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

3. Conditions for Returns

3.1 Eligible Products

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In original, unopened packaging
  • Accompanied by the receipt or proof of purchase

3.2 Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned:

  • Products that have been opened or unsealed
  • Products with broken safety seals
  • Products that have been partially used

This exception is in accordance with Article 16(e) of the Consumer Rights Directive for sealed goods not suitable for return due to health protection or hygiene reasons once unsealed after delivery.

4. Return Process

4.1 Initiating a Return

  1. Contact us at feedback@merchantrange.world with your order number and reason for return
  2. We will provide you with return instructions and a return authorization
  3. Pack the product securely in its original packaging if possible
  4. Ship the product to our return address

4.2 Return Shipping

You are responsible for the cost of returning the item to us, unless the item is defective or we made an error. We recommend using a trackable shipping service to ensure your return arrives safely.

4.3 Return Address

Please send returns to:

Merchantrange
Kårvågveien 94
6532 Averøy
Norway

5. Refunds

5.1 Processing Time

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Inspection typically takes 2-3 business days.

5.2 Refund Method

If approved, your refund will be processed to your original method of payment within 14 days from the date we received the returned goods. This includes all payments received from you, including delivery costs (except for supplementary costs arising from your choice of a type of delivery other than the least expensive standard delivery offered by us).

5.3 Refund Timing

Depending on your payment provider, it may take additional time for the refund to appear in your account:

  • Credit/Debit cards: 5-10 business days
  • Bank transfers: 3-5 business days
  • Other payment methods: varies by provider

5.4 Partial Refunds

Partial refunds may be granted in certain cases:

  • Items with obvious signs of use
  • Items not in original condition or missing parts
  • Items returned more than 14 days after delivery

6. Defective or Damaged Products

6.1 Defective Products

If you receive a defective product, you are entitled to:

  • A free replacement, or
  • A full refund, including return shipping costs

Please contact us within 30 days of receiving a defective product.

6.2 Damaged During Shipping

If your order arrives damaged, please:

  • Document the damage with photographs
  • Contact us within 48 hours of delivery
  • Keep all original packaging materials

We will arrange for a replacement or full refund at no additional cost to you.

7. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank account again
  • Contact your credit card company or bank, as processing times may vary
  • If you have done all of this and still have not received your refund, please contact us at feedback@merchantrange.world

9. Your Legal Rights

This Return Policy does not affect your statutory rights under Norwegian and EU consumer protection laws. You may have additional rights that go beyond what is stated in this policy.

For products that do not conform to the contract, you may be entitled to have the goods repaired or replaced, or receive a price reduction or full refund, in accordance with the Norwegian Consumer Purchases Act (Forbrukerkjøpsloven) and EU consumer law.

10. Complaints and Dispute Resolution

If you have a complaint about a product or our handling of returns/refunds, please contact us first so we can try to resolve it.

If we cannot resolve the matter and you are a consumer, you may have the right to seek assistance from consumer authorities or alternative dispute resolution bodies in your country.

11. Contact Us

If you have questions about returns, refunds, or this policy, please contact us:

  • Email: feedback@merchantrange.world
  • Address: Kårvågveien 94, 6532 Averøy, Norway

We aim to respond to all inquiries within 2 business days.