Returns, Refunds and Warranty

RETURNS & WARRANTY CLAIMS

Please contact us within 7 days of receipt of goods to return items and we will give you a RETURNS FORM & RETURN NUMBER and will know to expect your items back. 

Please do not just send your items back without contacting us first and receiving a Returns Number & confirming if your item is returnable. 

Please check your garments as soon as you receive them and should you believe that your goods are faulty, please contact us straight away to discuss & arrange for either a repair or replacement, upon inspection. 

All returns are to be made within 14 days.

If sending by Australia Post please send to our postal address & keep a record of the tracking number of your returned parcel. 

Merino Country, Po Box 7166, Loganholme Qld, 4129.

If sending by courier send to our physical address & keep a record of the consignment number for tracking:

Merino Country, Unit 5, 2-4 Commercial Drive, Shailer Park, Qld, 4128.

Whilst we try to accommodate most requests there are some items we cannot accept back unless damaged or faulty. 

Due to Health Regulations, we cannot accept returns or exchanges on Underwear including change of mind or incorrect sizing on any underwear products (including boxers & briefs - Bras & Thermals are OK), face masks or socks unless items are faulty. 

Please choose carefully so you are not offended if we do not accept a return - if unsure of  your size please contact us before you order as we can not accept a return on underwear for an incorrect size/change of mind.

We cannot accept Face & Head Coverings, including Masks, Beanies, Balaclavas, Earwarmers/Headbands, Neckwarmers & Neckgaitors back. There are NO returns, NO exchanges & NO refunds on Face Masks unless faulty. If you send them back even by Return to Sender with Australia Post they will be destroyed & NO refunds issued.

We can not accept back items of an intimate nature including all socks and intimate underwear including childrens, womens & mens boxers & briefs. 

Other Goods including bras & thermals (with exceptions as below) may be exchanged, refunded or credited to your store account if the item isn't as you envisioned or is not the correct size. Please contact us within 7 days of receipt of the item - All returns are to be made within 14 days of receipt of goods.

Goods must be in their original condition and not worn or washed and should have all tags, labels & packaging attached and intact. When trying items - please try on after a shower and without talc, deodorant or perfume.

No RETURN or EXCHANGE OF PACKS

Please Note - when you purchase Wundies Packs eg. 3 or 4 Packs at the discounted price, unless there's a manufacturing fault on a pair, we cannot accept broken packs back for either change of mind of style or size so please choose carefully or if not sure and trying for the first time, purchase one pair.

REFUND & CANCELLATION FEE

Please note that if an order is cancelled or returned and we need to refund any amount that there is a 5% fee to cover the cost of the 3rd Party charges that we incur & restocking costs including repackaging if necessary.

POSTAGE

We do not pay the postage for the return of goods but will cover the cost of postage from our end to send out again - once only only on full price items. If it is a Sale or Discounted item for exchange you will have to pay the extra freight charge for us to send it out again.

If postage hasn't been charged on the first order or there is a second return postage will be charged to the customer on returns. If an exchanged item is returned we will refund the amount less postage & 3rd Party payment charges. 

If a refund is required this will be paid back via the same method as we were paid - processing of credit cards is done via 2048 Bit v3 SSL encryption and we do not see the details only the corresponding order number.

RETURN TO SENDER - if an item is not collected and returned to us (ie Return to Sender) Australia Post charges us a Returns Fee & unfortunately we will charge this fee to customers which will be deducted from any refunds owing.

SALE / DISCOUNTED ITEMS

There are no Refunds or Exchanges on Sale / Discounted items for change of mind. Please note these may be end of runs, samples or seconds with faults. We will always indicate if they are discounted due to a fault.

Email: sales@merinocountry.com Phone: 1800 606 969 or 07 3806 4869

 

WARRANTY

Merino Country warrants that full price goods are supplied free of defects. Merino Country accepts responsibility for all fabric and/or construction/ manufacturing faults.

Please check your garments as soon as you receive them and should you believe that your goods are faulty, please contact us straight away to discuss & arrange for either a repair or replacement, upon inspection. 

Merino Country does not accept responsibility or offer warranty on garments that have not been cared for or stored according to our recommendations.

Our Warranty does not cover items that have holes caused by Moths/Insects, incorrect detergents, catching on objects, general wear and tear or other factors beyond our control once you have received them.

If it is potentially a manufacturing or fabric fault please contact us and we will send you a WARRANTY FORM & WARRANTY CLAIM NUMBER to fill and send back with your item.

PLEASE NOTE: We do not pay the postage for the return of goods but will cover the cost of postage of replacement products being sent out again.

Email: sales@merinocountry.com Phone: 1800 606 969 or 07 3806 4869