Merlons

Warranty, Exchanges and Returns

These are the company’s terms for manufacturing defects, warranty service, exchanges and refunds. Exchanges and returns require prior written agreement by email and are considered only as individual exceptions.

Warranty service

• Factory defect within five working days: If a manufacturing defect is found within 5 working days of purchase, the customer must present the item at the store, complete and undamaged, for replacement.
• Free repair: Warranty service means free repair of the item, including both the repair work and the cost of spare parts.
• Part-order timeframe: Ordering, receiving and replacing a damaged part may take 20–45 working days from the date the item is presented at the store for repair.

Conditions required for warranty service

• Condition of the item: The item must show no visual or mechanical defect caused after purchase.
• No unauthorized opening: The device must not have been dismantled or opened without authorization for repair.
• Filter installation: A filter must be installed on the central pipe, or intermediate shut-off valves with filters must be used.
• Foreign matter or liquid: The damage must not have been caused by foreign matter or liquid entering the mechanism.
• Installation and repair: Installation or repair must have been carried out by a specialist of LLC “BMC Sharmi”, or the damage must not have resulted from unqualified work.

Product exchanges

• Not an automatic right: An exchange is not an automatic customer right. The company considers a request individually, only as an exception, after prior written agreement by email and subject to the company’s consent.
• Condition and packaging: The product must be completely undamaged and in its original packaging.
• Seven-day deadline: The request must be submitted no later than 7 calendar days from delivery, calculated from the date of the delivery note.
• Excluded products: Special-order and liquidation products cannot be exchanged.

Returns and refunds

• Individual exception: The company considers refund requests individually and only as exceptions agreed in writing by email in advance.
• Deadline and condition: The request must be made within 7 calendar days of delivery, and the product must be completely undamaged and in its original packaging.
• Return location: The customer must return the product to the warehouse from which it was delivered.
• 10% deduction before delivery: If the request is made before delivery and the product has not yet been handed over, 10% is deducted when the order is refunded.
• 20% customer-request deduction: When a refund is made at the customer’s request, 20% of the amount paid is deducted to cover service, transport and administrative costs.
• No refund: Special-order and liquidation products are not refundable.
• Account balance alternative: For an exchange or return, the customer may leave the full amount, without a deduction, as a balance on the company account for a current or future purchase.
• Company right to refuse: The company may refuse an exchange or return if these conditions, or other additional criteria material to the company, are not met.

Warranty Periods

The table shows the warranty period that corresponds to each product group and brand.