Refund policy

Returns and Refunds Policy

At ExactPour we are committed to the complete satisfaction of our customers. If for any reason you are not satisfied with your purchase, we have a clear, simple and hassle-free returns process in place.

1. Return Period

We accept returns within a period of 30 calendar days from the date of receipt of the order. After this period, we will not be able to process returns unless the product presents a manufacturing defect covered by the legal warranty.

To initiate a return within the stated period, the customer must contact our customer service team before proceeding to ship the product.

2. Conditions of the Returned Product

For a return to be accepted, the product must meet the following conditions:

The product must be unused and in perfect condition.
It must retain its original packaging, with all accessories and documentation included.
Returns of products damaged due to misuse, improper handling or normal wear and tear will not be accepted.
The product must not have been altered, modified or repaired by the customer.

3. How to Initiate a Return

To start the returns process, please follow these steps:

Send an email to info@merxxa.com with the subject line "Return Request".
Include your order number, the product you wish to return and the reason for the return.
Our team will respond within a maximum of 48 business hours with shipping instructions.
Once you have received the instructions, pack the product securely and send it to us as directed.

Do not send any product without having first received confirmation from our team. Unauthorised shipments cannot be processed.

4. Return Shipping Costs

Return shipping costs are handled as follows:

If the return is due to a manufacturing defect, an error in the order or a product damaged during transport, the customer bears the return shipping costs.
If the return is due to a change of mind or the product not meeting the customer's expectations, the return shipping costs shall be borne by the customer.

5. Refunds

Once the product has been received at our premises and its condition verified, we will process the refund within 5 to 10 business days. The amount will be returned via the same payment method used in the original purchase.

Original shipping costs are non-refundable, except in cases where the return is the result of an error attributable to ExactPour or a manufacturing defect.

6. Product Warranty

All products sold by ExactPour carry a 2-year legal warranty against manufacturing defects, in accordance with Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Protection of Consumers and Users.

Should a defect covered by the warranty be detected, the customer must contact us attaching photographs of the defect and the original order number. ExactPour, at its discretion, will proceed with the repair, replacement or refund of the affected product.