Refund policy
At Merge Screens, we want our policy to be clear and fair.
Our goal is to keep it as simple and transparent as possible.
1. Order cancellations before shipment
If you cancel your order within 48 hours of purchase and your order has not shipped yet, you will receive a full refund.
If you cancel your order after 48 hours but before shipment, you will receive a refund of 95% of the order total. This reflects a 5% cancellation fee. We work hard to keep this fee as low as possible. It is only there to help cover the payment processing and order preparation costs we are unable to recover once an order has been placed.
If your order has already shipped, the cancellation will be treated as a return under the rules below.
2. Returns after shipment
Once an order has shipped, return requests must be made within 90 days of delivery.
Returns after shipment fall into one of these two categories:
A. Product or technical issue
If your product has a genuine technical or product-related issue that our team is unable to resolve after reasonable troubleshooting within 5 days, you are eligible for a full refund once the item is returned.
B. Non-defective return
If you no longer want the product, have changed your mind, or do not wish to continue after shipment for a reason unrelated to an unresolved product issue, you may still return it for a refund. In these cases, you will receive 80% of the order total back once the item is returned, which reflects a 20% return fee.
We want to be transparent about this fee and also about how it compares within this industry. Because these are custom automotive units configured for a specific vehicle, many brands do not offer any refund at all once the order has been processed and shipped. Others may allow a return but only refund 50% of the order total.
We have chosen to keep our return fee at 20% only, which is the lowest level we can reasonably offer while still covering the real costs already incurred. These costs include payment processing fees, outbound shipping, return shipping, and the labor required to inspect, test, refurbish, and restore the unit to its standard configuration before it can be made available for resale.
In other words, while the fee is meaningful, it is not intended to make returns difficult. Rather, it reflects the minimum necessary cost of handling a return on a product that has already been customized and shipped.
We do our best to keep this policy as fair and customer-friendly as possible. If there is any issue with your order, we always encourage you to contact us first. In many cases, our team may be able to resolve the problem and save you the time and hassle of a return.
3. Return conditions
To be eligible for a refund:
- The return must be requested within 90 days of delivery
- The item must be shipped back within 14 days of return approval
- The item must be returned with all main parts and accessories
- The item must not have major physical damage beyond normal inspection or use
If parts are missing or the item is returned in damaged condition, the refund may be reduced accordingly.
4. Troubleshooting requirement for technical claims
If you believe your product is faulty or not working correctly, you must first allow our support team a reasonable opportunity to troubleshoot the issue.
If our team cannot solve the issue after reasonable troubleshooting within 5 days, you will be eligible for a full refund once the item is returned.
If troubleshooting is refused and the item is still returned, the return will be treated as a non-defective return following the procedure of section 2B.
5. Damaged, wrong, or incomplete orders
If your order arrives damaged, incomplete, or incorrect, please contact us within 3 days of delivery.
To help us resolve the issue quickly, please include photos or video showing the problem.
In these cases, Merge Screens may choose to:
- send the missing part
- replace the incorrect item
- replace the damaged item
- or approve a return for refund, depending on the situation
6. Return shipping
For approved returns, return shipping arrangements will be provided or explained by our team.
Original shipping charges, expedited shipping charges, and installation or removal costs are not refundable.
7. Non-refundable costs
The following are not refundable:
- installation costs
- removal costs
- expedited shipping fees
- any third-party labor charges
8. How to start a return
To request a cancellation, return, or refund, please contact us at:
Please include:
- your order number
- the reason for the request
- photos or videos if reporting a product issue, shipping damage, or missing parts
9. Refund timing
Once the returned item is received and inspected, approved refunds are processed to the original payment method.
Bank processing times may vary depending on your payment provider.
10. Compatibility note
If you are unsure whether a product is compatible with your vehicle, please contact us before ordering.
If a customer knowingly purchases a product for a vehicle it is not designed for, any return will be treated as a non-defective return following the procedure of section 2B.
11. Warranty
This Refund & Return Policy is separate from our Warranty Policy. If your product is outside the return window or not eligible for a refund, you may still be eligible for warranty support. Please refer to our Warranty Policy for full details.