Cancellation Policy

Orders may only be cancelled or amended prior to processing. We pick and pack orders from 8:00am each business day, and any changes or cancellation requests must be received before this time.

Once your order has been printed for processing, it is considered final and cannot be changed or cancelled.

Where Merino Country agrees to a cancellation before processing, the value of the cancelled item/s will be issued as a store credit only. Refunds to the original payment method are not provided for customer-requested cancellations or changes of mind.

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

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

Please note that costs are incurred in processing orders and cancellations.

Nothing in this Cancellation Policy excludes or limits your rights under the Australian Consumer Law. Where a refund or other remedy is required by law, Merino Country will provide the applicable remedy.

RETURNS POLICY

At Merino Country, we take great care in producing, checking and dispatching our garments. We are a small Australian business, and to ensure fairness, hygiene and consistency for all customers, the following Returns Policy applies to all purchases made through our website.

When Your Order Arrives

Please check your order as soon as it arrives and contact us straight away if anything is not right.

📞 07 3806 4869

✉️ sales@merinocountry.com

Trying On Your Items

You are welcome to try items on for size and fit. However, if you wish to return an item, it must remain:

• unwashed;
• unworn (other than trying on);
• in its original condition;
• with all tags attached; and
• free from marks, odours, pet hair, deodorant, perfume, makeup, lint or any signs of use.

We recommend trying garments on after showering and without talc, deodorant, oils or perfume to help maintain return eligibility.

1. CHANGE OF MIND RETURNS (Non-Intimate Items Only)

We are happy to offer a return for eligible non-intimate items where a customer has changed their mind.

A change of mind includes, but is not limited to:

• ordering the incorrect size;
• selecting the wrong colour or style;
• purchasing the wrong item;
• deciding you no longer want the item; or
• changing your mind after placing your order.

Please choose carefully and refer to our Size Guide and Size Calculator before ordering & if still not sure, contact us for assistance.

NO REFUNDS FOR CHANGE OF MIND

Refunds are not available for change-of-mind purchases.

Where a change-of-mind return is approved, a store credit equal to the purchase price of the returned item (excluding any shipping costs) will be issued once the item has been received, inspected and confirmed to be in resaleable condition.

If you require a different size, colour or style, you can place a new order using your store credit. This allows you to secure your preferred item immediately, subject to availability.

To be eligible for a change-of-mind return:

• You must contact us within 7 days of receiving your order for a
  Returns Number and Returns Form;
• The item must be returned within 14 days of delivery;
• Return postage costs are the responsibility of the customer; and
• The item must meet all return condition requirements outlined above.

2. INTIMATE UNDERWEAR - FINAL SALE

For health and hygiene reasons, intimate
underwear is final sale.

We do not accept cancellations, returns,
exchanges or refunds on intimate underwear including (but not limited to):

• briefs;
• boxer shorts;
• socks; and
• headwear.

This applies regardless of whether the item is:

• unopened;
• unworn;
• tried on;
• still in transit; or
• not yet delivered.

Bras and outerwear are eligible for return, subject to the conditions outlined in this policy.

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

3. ORDER CANCELLATION

Orders may only be cancelled prior to dispatch.

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.

4. FAULTY OR INCORRECT ITEMS

If you believe you have received an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.

Please provide:

• clear photos; and
• a description of the issue.

We will assess the matter in accordance with the Australian Consumer Law and advise the appropriate resolution where applicable.

This may include a repair, replacement or refund depending on the circumstances.

Please note that natural characteristics of Merino wool and natural fibres, normal wear and tear, or damage caused by incorrect care, washing or storage are not considered manufacturing faults.

5. INTERNATIONAL ORDERS

For international orders:

• Dispatch occurs from Australia;
• Delivery times are estimates only;
• Customs clearance delays are outside our control; and
• Return eligibility is determined from the date of receipt
• Customers are responsible for all Return postage costs including Warranty Returns as we cannot issue an international returns label.

6. INSPECTION OF RETURNED GOODS

All returned goods are inspected upon arrival.

If an item is returned in an unsaleable condition, including being worn, washed, altered or showing signs of use, we reserve the right to decline the return and may return the item to the customer at their expense.

7. SHIPPING COSTS

Return Postage

Customers are responsible for the cost of
returning goods to Merino Country unless the item is confirmed to have a manufacturing fault or an error has been made by us.

8. CONSUMER GUARANTEES UNDER AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

This Returns Policy does not limit or exclude your rights under Australian Consumer Law.

9. ACKNOWLEDGEMENT OF POLICY

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

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, oils, 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. Natural characteristics of Merino wool, normal wear and tear, or damage caused by incorrect care, washing or storage are not considered manufacturing faults.

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

Before requesting a return, please check our Returns Policy to confirm your item is eligible.

Step 1. CONTACT US

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

Contact Information

Email: sales@merinocountry.com

Phone: 07 3806 4869

Information Required

Please provide:

• Your name;
• Invoice/order number; and
• Details of the item you wish to return, including the reason for the return.

We will confirm whether the item is eligible for return in accordance with our Returns Policy.

CHANGE OF MIND RETURNS

If you have selected the incorrect size, colour or style, this is considered a change-of-mind return. Refunds are not available for change-of-mind purchases.

For approved change-of-mind returns, a store credit equal to the purchase price of the returned item (excluding shipping costs) will be issued once the item has been received and inspected.

If you require a different size, colour or style, you can place a new order using your store credit, subject to product availability.

Step 2. RETURNS PROCESS

Returns Number & Form

Once your return has been approved, a Returns Number and Returns Form will be
emailed to you.

Please complete the form and include it with your returned item.

Return Postage

Customers are responsible for the cost of returning goods to Merino Country.

Please ensure your parcel is securely packaged and retain your postage tracking details until your return has been processed.

Step 3. INSPECTION OF RETURNED GOODS

All returned goods will be inspected upon arrival.

To be eligible for a return, items must be:

• Unworn (other than trying on);
• Unwashed;
• In original condition;
• With all tags attached; and
• Free from marks, odours, pet hair, deodorant, oils, perfume, makeup, lint
  or any signs of use.

If items are returned in an unsaleable condition, the return may be declined and the item may be returned to you at your expense.

Step 4. APPROVED RETURNS

Once your return has been approved:

Store Credit

For eligible change-of-mind returns, a store credit will be issued equal to the
purchase price of the returned item (excluding shipping costs).

Store credit can be used towards a future purchase through our website.

Faulty or Incorrect Items

If an item is confirmed to have a manufacturing fault or has been incorrectly
supplied by Merino Country, we will assess the matter in accordance with the
Australian Consumer Law and advise the appropriate resolution.

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.

Change of Mind Returns (Non-Intimate Items Only)

CUSTOMER RESPONSIBILITY: The customer is responsible for all postage costs associated with returning change-of-mind items to Merino Country.

This includes returns due to:

• incorrect size selection;
• incorrect colour or style selection;
• change of mind; or
• no longer requiring the item.

Once the returned item has been received, inspected and approved as meeting our return conditions, a store credit equal to the purchase price of the returned item (excluding any shipping costs) will be issued.

Refunds are not available for change-of-mind returns.

NEW ORDERS:

If you require a different size, colour or style, you can place a new order
using your store credit. Customers are responsible for any additional postage
costs associated with the new order.

FAULTY OR INCORRECT ITEMS (Warranty Claims)

Initial Postage:

If you believe an item has a manufacturing fault or has been incorrectly supplied, please contact us before returning the item.

The customer is responsible for the initial return postage cost.

Postage Credit:

If, following inspection, the item is determined to have a valid manufacturing
fault or was incorrectly supplied by Merino Country, the reasonable return
postage cost may be credited or reimbursed.

If the item is found not to have a manufacturing fault, or the issue has resulted from incorrect care, washing, storage, normal wear and tear, or damage after purchase, return postage costs remain the responsibility of the customer plus the customer will need to pay the costs for us to return the item to them.

Multiple Returns

If more than one return is required from the same order, additional return postage costs will be the responsibility of the
customer.

ORDER CANCELLATION

Orders may only be cancelled prior to dispatch.

Once an order has been processed, packed and collected by Australia Post or another carrier, it is considered dispatched and cannot be cancelled.

If a cancellation is accepted prior to dispatch and a refund is required, any applicable fees outlined below may apply.

REFUND & CANCELLATION FEES

Merino Country incurs non-refundable costs from third-party payment providers and service providers when processing
transactions.

Where a refund is required under Australian Consumer Law or approved by Merino Country:

• Any original freight charges are excluded and will not be refunded;
• A 5% processing fee may apply to cover non-refundable third-party costs; and
• Refunds will be processed using the same payment method used for
  the original purchase.

Please note: Refunds are not available for change-of-mind purchases.

RETURN TO SENDER

If a parcel is returned to Merino Country by the shipping provider due to:

• failure to collect;
• incorrect delivery information supplied by the customer; or
• refusal of delivery,

any return postage charges incurred by Merino Country may be deducted from any refund, store credit or amount otherwise payable.

Additional postage costs may apply if the customer requests the order to be resent.

RETURNS & EXCHANGES ON SALE OR DISCOUNTED ITEMS

Sale Items

Sale items are not eligible for return, exchange or store credit due to change of mind or incorrect size selection.

Sale items may include:

• end-of-run styles;
• discontinued items;
• samples; or
• seconds.

Where an item is discounted due to a known fault, this will be clearly identified in the product description.

Faulty items remain covered by Australian Consumer Law.

Discounted Items

Discounted items such as thermal packs, bundle offers or bulk buys are not considered sale items and may be eligible for return in accordance with our Returns Policy.

Please note that intimate underwear, headwear and socks are excluded from returns due to health and hygiene reasons.

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 regarding the eligibility of an item for return, please contact our customer service team before sending the item back.

REFUND & CANCELLATION COSTS POLICY

Merino Country incurs non-refundable costs from third-party payment roviders, freight providers and other service providers when processing orders, cancellations and refunds.

Refunds

Refunds are only provided where required under the Australian Consumer Law or where otherwise approved by Merino Country.

Please note that refunds are not available for change-of-mind purchases, including:

• incorrect size selection;
• incorrect colour or style selection;
• change of mind after purchase; or
• no longer requiring the item.

Eligible change-of-mind returns will receive a store credit in accordance with our Returns Policy.

Where a refund is approved:

5% Processing Fee

Where Merino Country agrees to provide a discretionary refund in circumstances where a refund is not required under the Australian Consumer Law, a 5% processing fee may apply to cover non-refundable third-party transaction costs associated with the original payment and refund.

This fee will not apply to any refund that Merino Country is required to provide under the Australian Consumer Law.

Freight Exclusions

Original shipping and freight charges are non-refundable and will be excluded
from any refund amount.

Refund Method

Approved refunds will be processed using the same payment method used for the original purchase.

Order Cancellations

Orders may only be cancelled prior to dispatch.

Once an order has been processed, packed and collected by Australia Post or another carrier, it is considered dispatched and cannot be cancelled.

Where a cancellation is accepted prior to dispatch and a refund is required, applicable processing fees may apply.

Return to Sender & Uncollected Items

If an order is returned to Merino Country by the shipping provider due to:

• failure to collect;
• incorrect delivery details supplied by the customer;
• refusal to pay customs duties if applicable;
• refusal of delivery; or
• other customer-related delivery issues,

any return postage costs incurred by Merino Country may be deducted from any refund amount or store credit issued.

Additional postage charges may apply if the customer requests the order to be resent.

Free Shipping Promotions

Where an order has qualified for free shipping under a promotional offer, and the order is subsequently returned for a refund or approved cancellation, the original shipping cost incurred by Merino Country may be deducted from any refund amount.

For change-of-mind returns, refunds are not available. Eligible returns will be processed as store credit in accordance with our Returns Policy.

These costs help cover unavoidable charges incurred from third-party providers and allow us to continue providing a reliable and efficient service.

If you have any questions regarding refunds, cancellations or returns, 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 & this is not a reason for return.

Discounted Items

Thermal Packs: Discounted items such as thermal packs are not considered sale items and are eligible for return 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.