Return and Exchange Criteria:

You can return or exchange your product if you encounter any of these issues:

  • Damaged Product: If the product arrives broken or defective.
  • Incorrect Design: If the product design differs from your order.
  • Size Discrepancy: If the product size doesn’t match your order.
  • Material Discrepancy: If the product material is different from what you ordered.
  • Wrong Product: If you receive a product different from your order.
  • Description Mismatch: If the product significantly varies from the website description.
  • Wrinkled or Discolored Bedding Items: If the bedding items arrive wrinkled or faded.

Please make sure your return meets these criteria to be eligible. We strive to provide a smooth and satisfying shopping experience for you.

Return Policy In Detail:

  • We accept returns in both Vietnam and the US.
    • Store Address (Vietnam): No 10 Alley 79, Cau Giay Street, Cau Giay District, Hanoi, Vietnam 10000
    • Warehouse (US): 2500 Fauquier Ln, Reston, VA 20191.
  • The return window is 10 days from the delivery date.
  • Returns are accepted via mail only.
  • Accepted product conditions are: new, unopened, or unused in original packaging. We don’t accept products that are used (even being lightly used or openned).
  • You do not to pay for restocking fee.
  • For defective products, our support team will provide a return label for download and cover your returning shipping fee.
  • If you return due to purchasing the wrong product or wrong size or no longer needing the product, you are responsible for the return shipping fee.
  • Return labels are offered by NeroMerch for your convenience.

Refund Policy In Detail:

If you prefer a refund without returning the product, email help@neromerch.com. We’ll respond within 24 hours (business day). We will process your refund to your PayPal or credit card, and it may take up to 45 days to complete.

Contact Us:

To request a return or refund, send us an email with:

Subject: “Order Number – Return Request” or “Order Number – Refund Request.”

Attach images/videos of the faulty product to the email.

Contact: help@neromerch.com.

If you have questions or believe your situation meets the criteria, feel free to contact us.