RETURNS POLICY

We want you to be satisfied with your purchase, but we understand that
sometimes things don't fit or aren’t as you envisioned. Contact us within 7 days of the receipt of the order and return eligible items within 14 days of receiving your order.

Eligibility for Returns

Excluded Items: Due to health and hygiene reasons, we are unable to accept returns or exchanges on intimate underwear (including briefs and boxers), headgear, or socks. However, bras and thermals ARE eligible for return.

Condition of Goods: Items must be in their original condition, with all packaging intact. They should be unworn, unaltered, and unwashed. Please try on items after a shower and without talc, deodorant, or perfume to maintain their return eligibility.

Unacceptable Returns: We cannot accept items that have been washed or show signs of wear, such as those covered in makeup, perfume, human or pet hair, deodorant, lint, or detergent.

Return Process

Full-Priced Items: These may be exchanged, refunded, or credited to your account. Please note that refunds exclude freight costs and incur a 5% fee for non-refundable costs.

Non-Returnable Items: Gift Cards cannot be returned.

Shipping Costs

Return Postage: Customers are responsible for the postage cost of returning goods to us.

Reshipping Costs: We will cover the cost of sending acceptable exchanged items back to you once.

Inspection of Returned Goods

All goods will be inspected upon return. In the unlikely event that an item is returned to us in an unsaleable condition, we may have to send it back to you.

We appreciate your understanding and co-operation in following these
guidelines to ensure a smooth return process. If you have any questions or need
further assistance, please contact our customer service team.

ACCEPTABLE

Returns for Outerwear, Bras, and Thermals: We do accept returns for outerwear clothing, bras, and thermals, including thermal sets.

Condition of Goods: Goods must be returned in their original condition, with packaging intact. Items must be unworn, unaltered, and unwashed.

NOT ACCEPTABLE

Health and Hygiene Exclusions: Due to health regulations and hygiene reasons, we do not accept returns or exchanges of any intimate underwear, headgear, or socks for reasons such as change of mind or incorrect size. This includes items such as boxers, briefs, face masks, beanies, balaclavas, headbands, neck warmers, or socks, unless the items are faulty.

Unacceptable Condition: We do not accept items that have been washed or are covered in makeup, perfume, human or pet hair, deodorant, lint, or that smell of smoke, essential oils, or detergent.

Important Note: Please choose carefully when purchasing. If you are unsure of your size, please contact us before placing your order. We cannot accept a return on
intimate underwear for an incorrect size or change of mind.

Warranty Policy

Merino Country is committed to ensuring that our full-priced goods are supplied free of defects. We accept responsibility for any fabric construction and/or manufacturing faults.

Inspection and Reporting of Faults

• Check Your Garments: Please inspect your garments as soon as you receive them. If you believe your goods are faulty, contact us immediately to discuss and arrange for a repair, replacement, or store credit.

Warranty Process

• Questions: we will ask some initial questions to deem what the issue is and if there is a potential warranty claim. Please do not be offended by these questions as they are relevant and we are only trying to gather information.
• Warranty Form and Claim Number: If appropriate we will provide you with a Warranty Form and Warranty Claim Number. Please fill out the form and send it back with the item.
• Return Postage: For warranty claims, the customer is responsible for the postage cost of returning the item to us.
• Inspection and Decision: Once we receive the item, we will inspect it to determine the issue and decide whether the claim is accepted.

Exclusions from Warranty

• Care and Storage: Merino Country does not accept responsibility or offer warranty on garments that have not been cared for or stored according to our recommendations.
• Exclusions: Our warranty does not cover items with holes caused by moths or insects, damage from incorrect detergents, catching on objects, general wear and tear, or other factors beyond our control once you have received the item.

We value your satisfaction and are committed to providing high-quality products. If you have any concerns, please contact our customer service team for assistance.

How to Return Items

Step 1. CONTACT US

To initiate a return, please contact us to obtain a Returns Number and Returns Form within 7 days of receipt of your order.

Contact Information:

Email: sales@merinocountry.com Phone: 07 3806 4869

Information Needed: Provide your name, invoice number and details of the item you wish to return. We will confirm if it is an acceptable return.

Exchanges: If you need an exchange, please specify the style, size, and color you require so we can reserve it for you.

Step 2. RETURNS PROCESS

Returns Number & Form: Returns Number and Form will be sent to you via email. Please print out and then fill this form in with the required information and return with your item.

Return Postage: Please note that we do not cover the postage cost for returning goods. However, we will cover the cost of sending back acceptable exchanged items to you once only.

Step 3. INSPECTION OF RETURNED GOODS:

All goods will be inspected upon return. If items are not in a saleable condition, they may be returned to you.

Step 4. ACCEPTABLE RETURNS:

Exchange: If you have chosen an exchange of goods, we will send out your exhanged items within 24 - 48 hrs of receiving them back. If any issues with availability of product we will contact you straight away.

Refund: Refunds are usually e issued within 7 days of receipt of goods.

Contact Information:

Email: sales@merinocountry.com

Phone: 07 3806 4869

We aim to make the return process as smooth as possible and appreciate
your cooperation in following these guidelines.

Returns & Exchanges

• Customer Responsibility: The customer is responsible for the postage cost when returning items to us.
• Our Responsibility: We will cover the postage cost for sending one return or exchanged item back to the customer.

Warranty Claims

• Initial Postage: The customer is responsible for the return postage cost.
• Postage Credit: Depending on the outcome of the inspection and determination of fault, the return postage cost may be credited back to the customer if the claim is accepted.

Multiple Returns

• Additional Costs: If more than one return is required per order, the customer will be responsible for paying the extra postage costs.

Refunds

• Exclusions and Fees: Refunds will exclude freight costs and incur a 5% fee to cover non-refundable costs.
• Payment Method: Refunds will be processed via the same payment method used for the original purchase.

Return to Sender

• Uncollected Items: Items not collected and returned to us by the shipping company will incur postal charges, which will be deducted from any refunds owed.

We appreciate your understanding of these policies and aim to provide a clear and fair process for returns, exchanges, and warranty claims. If you have any questions, please contact our customer service team.

Yes, there are fees associated with refunds and cancellations due to non-refundable costs charged by third parties.

• 5% Fee: If an order is cancelled or returned, and we need to process a refund, a 5% fee will be applied to cover these non-refundable costs.
• Freight Exclusions: Refunds on returns will exclude any freight costs.
• Refund Method: Refunds will be processed via the same payment method used for the original purchase.

These fees help cover costs that we incur from third-party providers and ensure that our processes remain efficient. If you have any questions or concerns, please contact our customer service team.

Sale Items

No Refunds or Exchanges: Sale items are not eligible for refunds or exchanges due to change of mind or incorrect size.

Faulty Sale Items: Sale items may include end-of-run styles, samples, or seconds with faults. We will indicate if an item is discounted due to a fault.

Discounted Items

Thermal Packs: Discounted items such as thermal packs are not considered sale items and are eligible for return, exchange, or refund, except for intimate underwear, headgear, and socks which are not eligible for return.

If you have any questions about whether an item is eligible for return
or exchange, please contact our customer service team for clarification.