Refund policy

Last updated: 01/12/2025
📧 contact@merchelyz.com
🌐 https://shopvault.merchelyz.com
1. PURPOSE
This Return & Refund Policy applies to all product orders placed via the Shopvault (Merchelyz) website. It complements the Terms & Conditions and is applicable in accordance with French, European, and international laws in force.
2. RIGHT OF WITHDRAWAL – CUSTOMERS IN FRANCE & EUROPEAN UNION
2.1 Legal Basis
Under Articles L221‑18 et seq. of the French Consumer Code and the European Directive 2011/83/EU, you have a 14-day legal right of withdrawal.
2.2 Start of the Period
The period begins on the day you receive the product.
2.3 Exercising the Right of Withdrawal
To exercise this right, you must notify your decision before the expiry of the period via:
📧 contact@merchelyz.com
A written confirmation is recommended for proof.
2.4 Return Obligations
Products must be returned:
  • New, unused, unworn, unwashed
  • In their complete original packaging
  • With all labels intact
2.5 Return Costs
Unless otherwise stated, the direct cost of returning goods is your responsibility for standard returns within the EU, unless Merchelyz explicitly decides to cover them.
2.6 Refund Timing
Merchelyz will refund all amounts paid (including original delivery costs) no later than 14 days after receiving your withdrawal notification, via the same payment method used for the order, unless otherwise agreed for a deferred refund until receipt of the goods.
3. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL – EU
Under Article L221‑28 of the French Consumer Code, the right of withdrawal does not apply to products that are:
  • Sealed for hygiene or health reasons once opened
  • Customised or made-to-order
  • By nature non-returnable (e.g., digital content provided immediately with consent)
4. VOLUNTARY RETURN RIGHT – INTERNATIONAL CUSTOMERS (OUTSIDE EU)
For customers outside the European Union, the EU legal right of withdrawal does not apply.
However, Merchelyz voluntarily offers a 14-day return right after receipt, under the same conditions as for the EU:
  • Products must be new, complete, and unused
  • Original packaging intact
  • Labels present
⚠️ Return costs are the exclusive responsibility of the international customer, except in cases of defective, non-compliant, or incorrect products.
This voluntary right is not legally mandatory for non-EU customers and depends on the agreement between you and Merchelyz.
5. DEFECTIVE, NON-COMPLIANT, OR INCORRECT PRODUCTS (ALL CUSTOMERS)
5.1 Covered Cases
If you receive a product that is:
  • Defective
  • Damaged
  • Non-compliant with the order
  • Incorrect
👉 Merchelyz covers 100% of the return costs.
5.2 Customer Choice
You may choose between:
✅ Full refund
✅ Free replacement of the product (subject to availability)
5.3 Reporting Timeframe
You must report the issue within 48 hours of receipt, including:
📸 Photos and videos if possible
After this period, coverage cannot be guaranteed.
6. RETURN PROCEDURE
To initiate a return, send an email to:
📧 contact@merchelyz.com
Your message should include:
  • Order number
  • Reason for return
  • Photos if the product is defective or damaged
Once approved, Merchelyz will send:
  • Return instructions
  • Prepaid label (if applicable)
7. REFUND METHOD
Refunds are issued within 5 to 10 business days after:
  • Receipt of the returned parcel
  • Quality control verification
  • Internal validation
Refunds are made using the same payment method used for the original order.
⚠️ No refund is issued before the complete receipt and verification of the returned products.
8. SPECIAL CASES & SPECIFIC CLAUSES
a) 📍 Unclaimed parcels or incorrect address
If a parcel is returned due to:
  • Incorrect address
  • Incomplete address
  • Order not collected from the carrier
➡️ Re-shipment costs are borne by the customer.
A partial refund may be issued after deducting logistical fees.
b) 📦 Product damaged during transport
The customer must report damage within 48 hours with photos/videos.
After this period, no coverage can be guaranteed.
c) 🏷 Promotional or sale products
Unless stated otherwise, promotional products have the same return rights as standard products.
The store may offer a store credit or exchange instead of a refund.
d) 🌍 International returns (outside EU)
Returns may require shipping to a warehouse outside the EU.
Costs, timelines, and procedures will be communicated before return approval.
e) 🔎 Quality control & abuse
All returns undergo strict quality control.
In cases of products that are:
  • Used
  • Damaged
  • Incomplete
  • Not complying with return conditions
➡️ Partial or full refusal of refund may apply.
Abusive returns may result in:
  • Permanent return refusal
  • Suspension of customer account
9. MANDATORY PRE-CONTRACTUAL INFORMATION
Before concluding the sale (especially for EU customers), Merchelyz clearly informs about:
  • Right of withdrawal (or absence thereof)
  • Period and procedure to exercise the right
  • Possible return costs
⚠️ If this information is omitted, the withdrawal period may be extended by one year from the end of the initial period.
10. APPLICABLE LAW – DISPUTES
This policy is governed by French law:
  • Customers in France: competent French courts
  • Customers in the European Union: EU Regulation No. 1215/2012
  • Customers outside the EU: exclusive jurisdiction of French courts