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RETURNS, REFUNDS AND WARRANTY

Please contact us within 7 days of receipt of goods to return items and
we will inform you when to expect the items back.

Contact Us

Straight away on receipt of goods if there are any issues.

ITEMS MUST BE ACCEPTABLE

See list below for unacceptable returns - briefs are not accepted.

RESALEABLE CONDITION

Must be in new saleable condition with tags and unwashed.

RETURNS & WARRANTY CLAIMS

Please do not send your items back without contacting us first and receiving a Returns Number & confirming if your item is an acceptable 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 of receipt of goods.

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.

Items that have been approved for return must be in their original, saleable 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.

Due to Health Regulations, we cannot accept returns or exchanges, including change of mind or incorrect sizing on any underwear or intimate products, headgear and socks. These include: Boxers, Briefs, Face Masks, Beanies, Balaclavas, Headbands, Neckwarmers or socks unless items are faulty. (Bras & Thermals are acceptable)

Due to Health Regulations, we cannot accept returns or exchanges, including change of mind or incorrect sizing on any underwear or intimate products, headgear and socks. These include: Boxers, Briefs, Face Masks, Beanies, Balaclavas, Headbands, Neckwarmers or socks unless items are faulty. (Bras & Thermals are acceptable)

POSTAGE

For Returns/Exchanges the customer pays the postage cost back to us and we will cover the postage for one return only back to the customer. If more than one return per order the customer will be required to pay the extra postage.

Refunds are for the item amount less any 3rd Party payment costs & excludes postage and will be refunded via the same payment method.

Return to Sender- Items not collected and returned to us incur Postal Charges from the shipping company which will be deducted from any refunds owing.

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.

We will provide you with a WARRANTY FORM & WARRANTY CLAIM NUMBER to fill in and send back with your item.

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.

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 costs incurred. Refunds on returns excludes freight & amounts will be refunded via the same payment method.

Sale & Discounted Items

There are no Refunds or Exchanges on Sale / Discounted items for change of mind or size. 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