CANCELLATION POLICY

Orders may only be cancelled or amended prior to processing. We pick and pack orders from 8:00am each business day.

Any changes or cancellations must be requested before 8:00am. Once your order has been printed, it is considered final and cannot be changed or cancelled.

If your order has been picked and packed, it is already in progress and cannot be cancelled or refunded.

Dispatch confirmation is issued via email once your parcel has been handed to the carrier.

Please note that costs are incurred for all cancellations.

RETURNS POLICY

If an item is eligible for Return or Exchange please contact us within 7 days of receipt of goods for a Returns Number & Returns Form and return items within 14 days.

When your order arrives
Please check it as soon as you receive it and let us know straight away if anything isn’t right. 📞 07 3806 4869 ✉️ sales@merinocountry.com

Trying on your items
You’re very welcome to try items on for size and fit. However, please make sure they remain unwashed, unworn (other than trying on), and in original condition if you wish to return or exchange them.

We do NOT accept returns on intimate underwear including briefs and boxer shorts, headgear, socks (Bras and outerwear are ok) or sale items.

We are a small Australian business and take great care in producing and
dispatching our garments. To ensure fairness and hygiene for all customers, the following policy applies to all purchases made through our website.

1. Change of Mind Returns (Non-Intimate Items Only)

We are happy to offer a return for change of mind on eligible
items excluding intimate underwear, provided that:

• You notify us within 7 days of receiving your order
• The item is returned within 14 days of delivery
• The item is unused, unworn, unwashed, and in original condition with all tags attached
• The item is free from marks, odours, pet hair, or damage

Return shipping costs for change of mind returns are the responsibility
of the customer.

2. Intimate Underwear – Final Sale

For health and hygiene reasons, all intimate underwear (including but not limited to briefs, boxers) is final sale.

Intimate underwear cannot be cancelled, returned or refunded once an order has been dispatched, regardless of:

• Whether the item is unopened
• Whether the item has been worn or tried on
• Whether the parcel is still in transit
• Whether the item has not yet been delivered

This policy is strictly enforced and applies consistently to all customers.

3. Order Cancellation

Orders may be cancelled prior to dispatch only.

Once an order has been:

• Processed
• Packed, and
• Collected by Australia Post or another carrier

It is considered dispatched and cannot be cancelled or refunded.

Dispatch confirmation is issued via email once the parcel has been handed to the carrier.

4. Faulty or Incorrect Items

If you believe your item is faulty, damaged, or incorrect:

• Please contact us within 7 days of receiving your order
• Provide clear photos and a description of the issue

We will assess the claim in accordance with Australian Consumer Law and advise the appropriate resolution (repair, replacement, or refund where applicable).

Normal characteristics of natural fibres (including merino wool), wear over time, or damage caused by incorrect care are not considered faults.

5. International Orders

For international orders:

• Dispatch occurs in Australia
• Delivery times are estimates only
• Customs clearance delays are outside our control

Returns eligibility is determined based on dispatch, not delivery.

6. Acknowledgement of Policy

By placing an order on our website, you acknowledge that you have read,
understood, and agreed to this Returns & Warranty Policy prior to purchase.

7. Consumer Guarantees Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the
Australian Consumer Law (ACL). You are entitled to a replacement or refund for
a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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 or Intimate Underwear 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

Intimate underwear including briefs and boxer shorts cannot be cancelled, returned or refunded once an order has been dispatched regardless of whether:

• the item is unopened
• the item has been worn or tried on
• the parcel is still in transit
• the item has not yet been delivered

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.

Merino Country Warranty Policy

At Merino Country, we are proud to make high-quality garments from 100%
Australian Merino wool. We are committed to ensuring that our full-priced goods are supplied free from fabric construction or manufacturing defects.

This Warranty Policy outlines your rights and our obligations under the Australian
Consumer Law, as well as the reasonable steps to take if you believe there is a fault with your item.

Please note: Our products are a natural fibre and are handmade, whilst every effort is taken to manufacture to tight specifications, there may be slight variations in fabric and garments from batch to batch.

Your Consumer Rights

Under the Australian Consumer Law, customers are entitled to a repair,
replacement, or refund for products that have a major fault —
meaning a defect that was present at the time of sale and renders the item
significantly unfit for purpose.

However, the law also recognises that a business is not responsible
for damage that occurs due to:

• Incorrect storage
• Failure to follow care instructions
• Environmental exposure (e.g. moths, bugs, mould)
• General wear and tear
• Damage caused by misuse or accidents

Warranty Timeframe

We offer a 3-month warranty period from the date of purchase on all full-priced garments to cover any issues arising from fabric construction or manufacturing faults.

If a fault arises within this timeframe and is found to be the result of a genuine manufacturing issue, we will repair, replace, or provide a store credit at our discretion.

Inspection and Reporting of Faults

Please inspect your garments as soon as you receive them. If you believe there is a fault:

1. Contact us immediately within 7 days of receiving your order, with details and, if possible, photographs of the issue.
2. If applicable, we will issue you with a Warranty Claim Number and a Warranty Form to complete.
3. The item must be returned to us for inspection.

Warranty Process

• Initial Questions: Our team may ask relevant questions to understand the nature of the fault. Please don’t be offended — these are part of a fair and thorough process.
• Return Postage: Customers are responsible for the cost of returning the item to us for assessment.
• Assessment: Once received, we will inspect the item and determine whether it falls under warranty.
• Outcome: If your claim is accepted, we will provide a repair, replacement (same for same), or store credit, depending on the circumstances.

Exclusions from Warranty

Our warranty does not cover damage resulting from:

• Moths or insect infestation
• Incorrect detergent use (e.g. bleach or harsh chemicals)
• Fabric snags or pulls from jewellery, Velcro, zippers, wire, rough seats etc
• General wear and tear
• Damage caused by failure to follow the care instructions provided

Merino wool is a natural fibre and requires proper care and storage. We
recommend storing garments in sealed containers with moth deterrents and using gentle wool-safe detergents.

Need Help?

We’re here to help and want you to be happy with your Merino Country
purchase. If you’re unsure about a fault or how to care for your garment,
contact our Customer Service Team at:

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

Website: www.merinocountry.com

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.
• Unaccepted Returns. If an item is not accepted for return or exchange, the customer will have to cover the postage cost for us return it to them.

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.
• Free Shipping Charges on Returns or Exchanges
  If an order was shipped with a FREE SHIPPING promotion, the customer is responsible for the original shipping cost if an item is returned for a refund or exchanged. This will be deducted from the refund or applied to an exchange regardless of the reason for the return.
  
• 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 costs 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.
• Return to Sender & Uncollected Items: Items not collected and returned to us by the shipping company incur postal charges, which will be deducted from any refunds owed.
• Shipping Charges on Returns or Exchanges
  If an order was shipped with a free shipping promotion, the customer is responsible for the original shipping cost if the item is returned for a refund or exchanged. This applies regardless of the reason for the return.
  

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.