Refund & Cancellation Policy

1. General Refund Policy

Refund eligibility depends on the type of service, the stage of enrollment, and whether installation has occurred. Please review the sections below for policies specific to your situation.

All refund requests must be submitted in writing to info@universalmerchandise.online or by calling (888) 347-2535. We process refund requests within 10–15 business days of approval.

2. Cancellation Before Installation

If you cancel your service enrollment before installation is completed:

• Cancellations made within 72 hours of signing your service agreement are eligible for a full refund of any upfront fees paid
• Cancellations made after 72 hours but before installation will receive a refund of prepaid service fees, minus a processing fee of up to $25
• Any equipment shipped to you must be returned in original, unopened condition within 14 days

3. Cancellation After Installation — Telecom Services

If you cancel your telecom services (internet, TV, phone) after installation has been completed:

Month-to-Month Service Plans

• No early termination fee applies
• Service will continue through the end of your current billing period
• Prorated refunds for unused service days may be issued at our discretion
• Any prepaid amounts beyond your final service date will be refunded

Contract Service Plans

• Early termination fees (ETFs) as specified in your service agreement will apply
• ETFs typically range from $50 to $200 depending on the service and remaining contract term
• Any promotional credits or discounts received may be subject to recapture upon early cancellation
• No ETF applies if cancellation is due to a significant service failure we are unable to remedy within a reasonable timeframe

Equipment Return

• Leased equipment (modems, routers, cable boxes) must be returned within 21 days of service cancellation
• Unreturned equipment will be charged at full replacement value
• Equipment must be returned in good working condition; damage fees may apply for excessive damage beyond normal wear
• Return instructions will be provided at the time of cancellation

4. Cancellation After Installation — Home Security Services

Home security service cancellations are subject to the following:

Within 3 Days of Installation (Buyer's Right to Cancel)

• You have a statutory right to cancel your home security contract within 3 business days of signing under New York law
• To exercise this right, you must provide written notice of cancellation
• A full refund of all amounts paid will be issued within 10 business days
• Our technicians will remove all installed equipment at no charge

After 3 Days — Monitoring Contracts

• Monitoring agreements have a minimum term as specified in your contract (typically 12 or 24 months)
• Early cancellation of monitoring services is subject to early termination fees equal to 75% of remaining monthly monitoring fees
• Equipment purchased outright remains yours; leased equipment must be returned upon cancellation

After 3 Days — Month-to-Month Monitoring

• Month-to-month monitoring may be cancelled with 30 days' written notice
• No early termination fee applies
• Monitoring will cease at the end of the 30-day notice period

5. Refunds for Service Outages

If you experience an extended service outage caused by Universal Merchandise or our provider partners:

• Outages lasting more than 24 consecutive hours may be eligible for a prorated service credit
• Credits are applied to your next bill rather than issued as cash refunds
• Outages caused by customer equipment, natural disasters, or conditions outside our control are generally not eligible for credits
• To request an outage credit, contact us within 30 days of the outage

6. Non-Refundable Items

The following are generally non-refundable:

• Installation fees, once installation has been completed
• Service fees for completed billing periods where service was available
• Early termination fees as specified in a signed contract
• Equipment replacement fees for lost, stolen, or damaged equipment
• Processing fees for returned checks or failed payments
• Optional add-on services or one-time fees that have already been rendered

7. How to Request a Refund or Cancellation

To initiate a cancellation or refund request:

• By Phone: Call (888) 347-2535 during business hours (Mon–Fri 8am–5pm ET)
• By Email: Send your request to info@universalmerchandise.online with your name, account number, service address, and reason for cancellation
• In Person: Visit us at 960 Wellwood Ave, 11757

Please have your account information ready. We will confirm receipt of your request within 2 business days and provide a timeline for resolution.

8. Refund Processing

• Approved refunds are processed within 10–15 business days
• Refunds are issued via the original payment method where possible
• Credit card refunds may take an additional 3–5 business days to appear on your statement
• Check refunds will be mailed to the address on file

9. Disputes

If you disagree with our refund decision, you may escalate your concern by contacting our management team at info@universalmerchandise.online. We are committed to finding a fair resolution.

You may also contact the Public Service Commission or the FCC Consumer Complaint Center if you believe your concern is not being addressed appropriately.

10. Policy Updates

This Refund Policy may be updated from time to time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your cancellation request will apply.

11. Contact Us

• Address: Universal Merchandise, 960 Wellwood Ave, 11757
• Phone: (888) 347-2535
• Email: info@universalmerchandise.online