Refund & Return Policy

By completing a purchase, a buyer accepts and agrees to all the Terms and Conditions mentioned in this Refund and Return Policy, and will adhere to them unconditionally.

Do not continue to use MERGE SCREENS if you do not accept, agree and unconditionally adhere to all of the terms and conditions stated on this page. A buyer also agrees to have fully read and understood the product description and limitations of a product/s they intend to purchase, and agrees not to contest, challenge or dispute these limitations once they encounter obstacles with their product/s caused by such forewarned limitations.

1. RETURNS AND REFUNDS

1.1 ORDER CANCELLATIONS

Unshipped Orders:

Order cancellations must be done within 2 business days from order date. We are unable to cancel orders that fall over this allotted time frame.

MERGE SCREENS engages with a designated Payment Processor to facilitate transactions. A fee of 3.5% of the total purchase value is levied by the Payment Processor for each transaction. It is important to note that this fee is non-refundable, even in instances where MERGE SCREENS issues a full refund to a customer following a cancellation initiated by the customer.

Therefore, in the event of an immediate cancellation request (within 2 business days from payment) from a customer, a cancellation fee equivalent to 3.5% of the purchase value will be applied. This measure is to offset the non-recoverable costs incurred by MERGE SCREENS in the course of receiving and processing payments.

As a gesture of our appreciation and to foster a continued relationship, should customers decide to make a subsequent purchase from MERGE SCREENS, the previously applied 3.5% cancellation fee will be credited back to them in the form of a discount voucher. This policy reflects our commitment to customer satisfaction and gratitude for their loyalty.

Shipped Orders:

If your order has shipped and you opt to cancel, Section 1.2 will apply. You must first receive the item and then contact us to initiate the return.

By shipped orders, we mean orders that have already been collected from our warehouse, by our courier, and a shipping label created or generated. At this stage, we can no longer redirect or recall any package/order. Note that shipping labels are only generated once an order has been picked up from our warehouse, and will usually show movement within 1-3 business days after label creation.

If delivery is refused or undeliverable, we will deduct $75 from your refund on top of applicable restocking fees to cover for return shipping.

Unverified Orders:

Before sending out any order, MERGE SCREENS needs to verify product-vehicle compatibility. MERGE SCREENS cannot send the product before confirming compatibility and setting-up the unit for the customers specific vehicle characteristics. In order to do so, we will reach out to the customer through several channels. If after doing 3 E-Mail reach-out attempts, 3 SMS reach-out attempts, 3 WhatsApp reach-out attempts, 3 phone call reach-out attempts, and 3 voice mail reach-out attempts in a time period of 10 business days, no answer whatsoever from the customer is given, then MERGE SCREENS will proceed to refund the customer while applying a 5% cancellation fee. This 5% cancellation fee is broken down into a 3.5% fee which is charged to MERGE SCREENS by the payment processor, as explained in article 'Unshipped Orders', and into a 1.5% fee which represents the invested time and man-power by MERGE SCREENS employees to try and contact the customer.

Hence a 95% refund will be provided to the customer if the aforementioned conditions are met.

As a gesture of our appreciation and to foster a continued relationship, should customers decide to make a subsequent purchase from MERGE SCREENS, the previously applied 5% cancellation fee will be credited back to them in the form of a discount voucher. This policy reflects our commitment to customer satisfaction and gratitude for their loyalty.

To cancel an order, please email us at support@mergescreens.com

1.2 CHANGE OF MIND RETURNS

Here at MERGE SCREENS, we understand that there are times you may change your mind or no longer want an item. We allow change-of-mind returns, but to cover the cost of processing these returns, fees apply and will be based on the product purchase price, and will be deducted from the refund. Do note that any extra shipping cost will not be refunded. If 91 days have gone by since your order date, we apologize, we can’t offer you a refund, exchange, or return. (Warranty excluded).

Items must be returned in original undamaged packaging, with complete parts and accessories, and with no damage.

To start the return process, please email us at support@mergescreens.com

REFUNDING CHANGE OF MIND RETURNS

Tesla-Style screens: Refunds are processed 21-business days after receiving the returned merchandise. If there are no major damages, If there are no major damages, we will retain 15% + $25 as a restocking fee and refund the remainder. If major damages are present (e.g., scratched screen), we will retain the amount necessary to cover these damages and refund the remaining balance. In rare cases your refund will be voided if the returned merchandise is in terrible condition (missing parts, heavy scratches, damage). Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

CarPlay Modules: Refunds are processed 21-business days after receiving the returned merchandise. If there are no major damages, we will retain 15% as a restocking fee and refund the remainder. If major damages are present (e.g., missing wires), we will retain the amount necessary to cover these damages and refund any remaining balance. In rare cases your refund will be voided if the returned merchandise is in terrible condition (missing parts, heavy scratches, damage). Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

Once your return is received and inspected, the refund is then processed 21-business days after confirmed return delivery. The credit will automatically be returned to your original payment method (this may take 3-10 business days, depending on your payment method and financial institution)(we have no control over this bank processing time).

1.3 DAMAGED, WRONG PRODUCT RECEIVED, MISSING OR INCOMPLETE ORDERS

If you received a damaged unit, you MUST give us the possibility of remedy at least once, i.e., the possibility of making things right by returning the unit first and us giving you a new undamaged or correct item. If you do not want to give us the possibility of remedy , then the usual restocking fees apply as outlined in Section 1.2 CHANGE OF MIND RETURNS.

You must return the damaged/incorrect merchandise first, and provide us with shipping confirmation before we send you a replacement. This is non-negotiable.

If your order is missing items/components, or if you received the wrong item, MERGE SCREENS will gladly send the missing item/component as a remedy. If a customer chooses to refuse the remedy offered by MERGE SCREENS and opts for a return & refund, the item must be returned first, and the refund will be subject to the conditions outlined in 1.2 CHANGE OF MIND RETURNS

If a customer decides to, later on, return a remedy/replacement provided by MERGESCREENS, or cancel the remedy/replacement provided by MERGESCREENS before its dispatch (and the reason for return falls under 'Change of Mind'), the restocking fee imposed will be 50% from total purchase price, plus an additional $25. This is to cover MERGESCREENS' overall costs in handling returns and replacements.

Additionally, orders that are over 90-days from purchase date are no longer eligible for return/refund/exchange under the change of mind clause, no matter the reason.

To be eligible for a replacement or refund, you must report the damage/missing item within 3 days from the delivery date, and you must take a photo and video of the packaging showing the damage, the damaged item, and the missing parts. No photo and video, no replacement.

It is imperative for customers to immediately inspect orders upon delivery.

LOST/MISSING/STOLEN PACKAGES

MERGESCREENS will not be responsible for lost/missing/stolen merchandise once it has been delivered to the customer. We will not replace nor refund lost/missing/stolen merchandise after courier confirmed delivery. All MERGESCREENS orders are shipped and delivered with NO SIGNATURE REQUIRED. If a customer needs a signature upon delivery, they must request this during the order stage or email us at support@mergescreens.com prior to order dispatch.

To report damaged, incorrect, missing or incomplete orders, please email us at support@mergescreens.com

1.4 INSTALL ISSUES

If a customer or an installer has issues during installation, he/she MUST contact MERGESCREENS via Phone, Live Chat or E-mail AND accept and execute our technical assistance. If the technical assistance we provide cannot solve the installation issue, then the customer can request a return and will be eligible for a full refund.

NOTICE

We cannot process returns based on the customer not being able to install the product. It is the customers’ responsibility to know if he/she is able to install an aftermarket product in their vehicle and to search for professional help, as suggested by MERGE SCREENS, if he/she is not able to. If a MERGESCREENS certified/suggested installer is not available to install a product or refuses to install, the customer is welcome to approach other installers or to perform a DIY install. Again, it is the full responsibility of the customer to install MERGESCREENS products, with or without the help of a certified/accredited/suggested installer. As such, any return with the reason 'Unable To Install' will be subject restocking fees, and will be considered as a 'Change of Mind' return.
If a customer refuses our technical assistance, has install issues and insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
MERGE SCREENS will require customers to provide photo and video proof of install issues, or for any issue they claim to encounter. This is to authenticate the issue and for our TECHNICIANS to be able to appropriately determine its cause, and provide the best possible resolution. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
Full refunds are only possible if the return reason is valid, and the order/customer is eligible for one. See 1.2 CHANGE OF MIND RETURNS

For installation assistance, please email us at support@mergescreens.com

1.5 PRODUCT ISSUES

MERGE SCREENS provides TECHNICAL SUPPORT for customers facing issues with their product/s. A customer must FIRST accept our technical assistance and troubleshooting, and should execute all steps/remedies suggested. If a customer refuses technical assistance, and insists on a return/refund, they must return the item first, and the refund will be subject to Section 1.2 ‘CHANGE OF MIND RETURNS’.
MERGE SCREENS will always endeavor to assist a customer facing Technical Issues. If a customer accepts technical assistance, and refuses to cooperate and or refuses to wait for a resolution, and then insists on a return/refund, they must return the merchandise first and the refund will be subject to Section 1.2 ‘CHANGE OF MIND RETURNS’.
MERGE SCREENS will require customers to provide photo and video proof of product issues, or for any issue they claim to encounter. This is to authenticate the issue and for our TECHNICIANS to be able to appropriately determine its cause, and provide the best possible resolution. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
If our Technical Assistance/suggestion fails to work, MERGE SCREENS will require photo and video proof showing the correct solution/procedure being done, and its resulting effect. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
If all the technical assistance we provide could not solve the product issue, then the customer can request a return and will be eligible for a full refund.

Tesla-Style screens: Refunds are processed 21-business days after receiving the returned merchandise. If there are no major damages, If there are no major damages, we will retain 15% + $25 as a restocking fee and refund the remainder. If major damages are present (e.g., scratched screen), we will retain the amount necessary to cover these damages and refund the remaining balance. In rare cases your refund will be voided if the returned merchandise is in terrible condition (missing parts, heavy scratches, damage). Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

CarPlay Modules: Refunds are processed 21-business days after receiving the returned merchandise. If there are no major damages, we will retain 15% as a restocking fee and refund the remainder. If major damages are present (e.g., missing wires), we will retain the amount necessary to cover these damages and refund any remaining balance. In rare cases your refund will be voided if the returned merchandise is in terrible condition (missing parts, heavy scratches, damage). Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

Once your return is received and inspected, the refund is then processed 21-business days after confirmed return delivery. The credit will automatically be returned to your original payment method (this may take 3-10 business days, depending on your payment method and financial institution)(we have no control over this bank processing time).
NOTICE: If a customer knowingly or unknowingly purchases a product that is evidently incompatible with their vehicle (example: purchasing a Silverado screen when the vehicle is a Sierra), any return due to incompatibility/product issues will be subject to our Change of Mind clause stated on this policy. MERGESCREENS will still continue and process the order despite the incompatibility, in order to fulfill the customer's wish, however for issues or returns, our return and refund policies will apply. The customer bears the risk of receiving an incompatible product, and agrees that they are fully aware, upon doing the order, that the product they are purchasing is not designed nor intended for their vehicle.
IF a replacement is needed, the customer agrees to return the merchandise FIRST as instructed and required, before being sent a replacement. Replacement processing can take around a maximum of 10-12 business days, and cannot be rushed. We require confirmation of return before we ship replacement, so please let us know once sent.
If you encounter product issues, please email us at support@mergescreens.com

1.6 REPLACEMENTS

If a customer is provided a replacement and decides to return the replacement (and the reason for return falls under 'Change of Mind'), the restocking fee imposed will be 50% from total purchase price, plus an additional $25. This is to cover MERGESCREENS' overall costs in handling returns and replacements.

Additionally, orders that are over 90-days from purchase date are no longer eligible for return/refund/exchange under the change of mind clause, no matter the reason.

1.7 TECHNICAL SUPPORT

MERGE SCREENS only offers Technical Support through WhatsApp. Due to the number of support requests we receive, please note that we can only communicate through this platform. All technical support requests done via phone, email are directed to this platform, in order to connect with our service technicians.

MERGE SCREENS provides FREE TECHNICAL support for all its products.

HOWEVER, in the event a customer decides to accept our Technical Support and refuses to cooperate or execute troubleshooting steps/suggestions, and then forces a return, the refund will be subject to an additional $75 fee on top of applicable Restocking Fees and other fees depending on which criteria the return falls in. This is to cover MERGESCREENS valuable time and resource in assisting customers who in the end, unreasonably refuse to cooperate.

1.8 RETURN SHIPPING

MERGE SCREENS pays for return shipping on most orders. Some orders require the customer to pay for return shipping, which are later reimbursed (depending on return reason: change of mind/forced returns are not eligible for shipping cost reimbursement if a shipping label was not provided). Please keep receipts and proof of shipping to be eligible for a shipping refund.

Customers MUST return merchandise within 7-days after MERGESCREENS instruction of return. Returns over this given period will no longer be honoured, regardless of reason. MERGESCREENS may allow customers to go over this 7-day time frame on a case to case basis, provided the customer INFORMS MERGESCREENS of a valid reason for the delay.

1.9 USE OF PRODUCTS

MERGE SCREENS will not be responsible for any misuse of products that are outside of their control. MERGE SCREENS will not be responsible for any damage caused to any equipment that our products are used on, if such damage is caused by user error or negligence.

2.0 COMPATIBILITY

To ensure compatibility, MERGE SCREENS will require photos of your existing head unit (front and or rear), as well as your dashboard and head unit main interface. In some cases, you may need to remove your existing head unit to take a photo of the back. We will certainly respect a customer's decision to decline this request, but should a customer cancel for this reason, the 3.5% processing fee will be deducted from the refund.

2.1 CHARGEBACKS

MERGE SCREENS treats all customers fairly. We strive to always settle disputes amicably, and offer alternative options to customers. In most cases, we issue a full refund to any return/cancellation/refund as long as it meets the eligible criteria, and does not go against our Terms & Conditions & Return & Refund Policies.

MERGE SCREENS respects customers’ decision in filing chargebacks. In the event a customer refuses to settle, or refuses solutions provided and proceeds with a chargeback, any MERGE SCREENS product in a customer’s possession must be implicitly returned to MERGE SCREENS. In the event a customer refuses to return a MERGE SCREENS item, the latter will exhaust all legal remedies to recover MERGE SCREENS property. Any item in a refunded order immediately becomes MERGE SCREENS property, and as such must be returned to MERGE SCREENS.

MERGE SCREENS reserves the right to contest any Chargeback filed by customers to circumvent our Returns and Refund Policies.

MERGE SCREENS reserves the right to TERMINATE technical or after sales support to customers who file chargebacks and or who fail to return MERGE SCREENS property.

If a full refund is offered by MERGE SCREENS and a customer decides to file a chargeback immediately or at a later time while the return & refund is still under process, the full refund will be VOIDED and any refund will be subject to a $75 administration fee. This is to cover the costs MERGE SCREENS incurs from the UNECESSARY Chargeback.

MERGESCREENS will also charge the $75 chargeback administration fee to customers who maliciously and fraudulently file chargebacks in order to obtain a full refund, despite being ineligible for one (in accordance with our Refund & Return Policy).

2.2 ABUSE

MERGE SCREENS will not tolerate verbal abuse or any form of foul, vulgar language. Our Customer Service representatives and Technical Support Providers will refuse and terminate assistance to any customer who is abusive and foul mouthed in any way.

2.3 PROFESSIONAL INSTALLATION

a. MERGE SCREENS will not (regardless of reason) refund any installation costs done by partner or non-partner third-party installers.

b. If an installer insists a MERGE SCREENS product is incompatible or faulty, and a customer wishes to return for these reasons, in order to validate the claim (and offer a full refund) we require:

1. Official written certification from the installer stating that the product is incompatible and or faulty.
2. Photo and video proof demonstrating the issue/s to back up the claim.
3. Troubleshooting and technical assistance by MERGE SCREENS must be accepted and executed, as outlined in 1.5 PRODUCT ISSUES

If a customer refuses to do the above and forces/insists on a return, the refund will be subject to the conditions stated in 1.2 CHANGE OF MIND RETURNS

2.4 WARRANTY & DISCLAIMER

2.4.1 By default, ‘MERGE SCREENS’ provides 1 Year Warranty on all products. We understand that in rare instances, some products that were manufactured, potentially might be faulty. Warranty extension may be purchased, only up to 30 days after original product purchase.
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2.4.2 ‘MERGE SCREENS’ provides 90 days of "free replacement warranty" if our products arrive faulty or do not operate as expected (Assessed by ‘MERGE SCREENS’ Only).

2.4.3 The consumer has up to 90 days to return the product for a free replacement (This does not include Shipping and Taxes). The consumer will be responsible for paying shipping and any applicable taxes UNLESS the product has a quality issue or is faulty on arrival) (Assessed by ‘MERGE SCREENS’ Only).

2.4.4 ‘MERGE SCREENS’ will not be held responsible for improper installations by any installer, whether this installer is accredited by MERGESCREENS or not. This includes, rips, tears, electrical faults, or malfunctions resulting from an improper install. Please install at your own risk. Our products go through many manufacturing and testing phases to ensure quality assurance. Third party professionals that do not have involvement or partnerships with ‘MERGE SCREENS’ (suggested by MERGESCREENS or not) or even MERGESCREENS certified installers (suggested by MERGESCREENS or not), are NOT Covered. Warranty assessment will only be professionally assessed by ‘MERGE SCREENS’.

Please note: Our products have surge protection going both ways, to and from your vehicle. It will not be possible for our products deteriorate or destroy vehicle features, accessories or general electrical.

2.4.5 ‘MERGE SCREENS’ provides products that are considered as ‘aftermarket’. These products may not operate the same as factory equipment. We engineer them as best as possible to be able to give an alternative to owners of vehicles that do not otherwise have many other options in the market.

2.4.6 'MERGE SCREENS’ sells products at different, complex levels, at different price ranges, with all products providing a different cause and feature. ‘MERGE SCREENS’ is not responsible for improper installation(s), in saying this, for the first time installation, you might encounter some issues, that’s why we’re to help. ‘MERGE SCREENS’ and the team, suggests to visit a professional or get professional advice if you’re not comfortable with amending your vehicle.

2.4.7 ‘MERGE SCREENS’ sells modules that have an Android-based interface that allows consumers to download 3rd party apps that are owned by other 3rd parties. If a 3rd party app is not operating as it should, then it is suggested to contact that 3rd party where possible. ‘MERGE SCREENS’ will be here to help with any technical issues and where possible. ‘MERGE SCREENS’ will not issue a refund or return without a valid reason. If at any point, one of our staff are threatened or abused, any refunds/returns will be void.

2.4.8 We may update our site from time to time and may change the content or product pricing to suit market demand and needs at any time. ' MERGE SCREENS' has all rights to do this.

2.4.9 We have all rights to accept or cancel any order, at anytime. We also hold all rights to NOT cancel any orders recognized as fraud until we believe the funds can safely be returned to the true holder of the payment method used.

2.4.10 We also have the right to cancel or terminate a sale/agreement/contract without reason, even after a product is shipped and received by the customer. In these circumstances, the customer is instructed to return the merchandise for a full refund (if applicable). If a customer decides against this, MERGESCREENS will NOT HONOR any warranty nor provide any support for orders that have had their sale/agreement/contract terminated.

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3.0 SALE ITEMS (IF APPLICABLE)

3.1 Regular priced items are eligible for refund requests. Unfortunately, sale items cannot be refunded. Sale Items include any discounts/coupons, including any holiday discounts, E.G; Black Friday, Cyber Monday, Boxing Day, Christmas, Etc.

3.2 Sale items may not be returned or refunded, including; any cancellations, orders placed accidentally, and/or vehicles not supported by ‘MERGE SCREENS’ without 'consumer' preemptively checking with 'MERGE SCREENS' for support of vehicle. This does not include warranty. Warranty may still apply if the product is not operating as expected. Expectations of operation will be assessed by 'MERGE SCREENS' only.

No Third parties have assessment interest or opinion.

3.3 'MERGE SCREENS' reserves the right to refuse/deny any sale without any reason provided.

-END OF SECTION 3-