Customer care

返品・返金について

A considered purchase should come with clear options. Please check the fit indoors and keep your set in its original condition.

Need a hand?
hello@berjangmerry.com

Request a return within 14 days after delivery.
Unused and undamaged, with a careful indoor fit check allowed. Email hello@berjangmerry.com to start.

Effective 17 September 2026

Your return window

For a change-of-mind return, email hello@berjangmerry.com within 14 days after delivery. Include your order number and tell us which item you want to return. You do not have to provide a reason to exercise a statutory right of withdrawal.

Send the item back within 14 days after notifying us. Contact us for the correct return address and instructions. A clear cancellation notice sent within the applicable period preserves your statutory rights; you do not have to wait for our approval to give that notice.

Condition of returned items

For our ordinary change-of-mind return process, the set should be unused, clean and undamaged. A brief, careful indoor try-on to check fit is allowed. Please return both the harness and leash, together with all included parts, and use the original packaging where reasonably possible.

  • No outdoor walks or other use beyond a careful fit check.
  • No washing, alterations, chewing, scratches, stains, odours or other damage caused after delivery.
  • Please remove pet hair and protect the product adequately for its return journey.

This condition requirement does not exclude claims for goods that arrived faulty, damaged or incorrect. Where a statutory withdrawal right applies, handling necessary to inspect the item is permitted. Excess handling may result in a lawful, proportionate deduction for diminished value rather than automatic loss of that right. Missing packaging alone does not override mandatory consumer rights.

If your order is still in transit

For an ordinary change-of-mind request, we do not normally issue an immediate refund while the outbound parcel is in transit. You can notify us now, then receive the parcel and return it using our instructions. Refunds are normally processed after the returned goods have been received and inspected.

You may still exercise any applicable statutory cancellation right before delivery. Statutory refund deadlines, qualifying proof of return, and remedies for loss, non-delivery, defects or incorrect items take priority over our ordinary processing sequence. Do not refuse delivery or send a parcel to an address on the original label without contacting us for guidance.

Return shipping and costs

For a change-of-mind return, you are responsible for the return shipping cost to our designated return address in South Korea. Email us for the exact address before sending. We recommend a tracked service and keeping your proof of postage. International return costs can be significant, so check fit and shipping costs before ordering.

For an incorrect, defective or delivery-damaged item, contact us first so we can arrange the appropriate remedy and cover the necessary return shipping costs where a return is required.

We do not charge a restocking fee. Standard outbound shipping included with your order is not retrospectively charged as a return fee. Any refund of separately paid outbound shipping is handled as required by applicable law. For a statutory withdrawal, this includes the standard delivery amount where required; the extra cost of a voluntarily chosen premium shipping service is generally not refundable unless required by law or the return results from our error.

How refunds are processed

For an eligible ordinary return, we will process the refund to the original payment method within 7 business days after receiving and inspecting the returned goods. We will let you know the outcome. Your bank or payment provider may take additional time to show the credit.

Mandatory deadlines always take priority. For an applicable EU or UK withdrawal, we will refund within the legally required period and may withhold reimbursement only to the extent permitted by law until we receive the goods or evidence that you have sent them back, whichever applies first. Inspection does not extend a statutory deadline.

If you do not see the credit after we have confirmed the refund, contact your payment provider and then email us with your order number.