Terms and Conditions
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern our relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
The use of this website is subject to the following terms of use:
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
-Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.
Last updated: September 17, 2024
This Privacy Policy describes how Merino Country (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.merinocountry.com (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.
How We Collect and Use Your Personal Information
To provide the Services, we may collect personal information about you that is provided by you or your actions on our website. The information that we collect and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide or improve or improve the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
What Personal Information We Collect
The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect and keep confidential.
Information We Collect Directly from You
Information that you directly submit to us through our Services may include:
Contact details including your name, address, phone number, and email.
Order information including your name, billing address, shipping address, payment confirmation, email address, and phone number.
Account information including your username, password, security questions and other information used for account security purposes.
Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.
Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.
Information We Collect about Your Usage
We may automatically collect some information about how you interact with our services ("Usage Data"). To do this, we use cookies, pixels, and similar tools ("Cookies"). Usage Data can include details like how you access and use our site and account, your device and browser type, your network connection, your IP address, and other information about how you interact with our services.
How We Use Your Personal Information
Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to your account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and other features and functionalities related to your account. We may also enhance your shopping experience by enabling Shopify to match your account with other Shopify services that you may choose to use. In this case, Shopify will process your information as set forth in its Privacy Policy and Consumer Privacy Policy.
Marketing and Advertising. If you are opted in, we may use your information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites. If you are an EEA resident, the legal basis for these data processing activities is our legitimate interest in selling our products, according to Art. 6 (1) (f) GDPR.
Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately. If you are an EEA resident, the legal basis for these data processing activities is our legitimate interest in keeping our website secure for you and other customers, according to Art. 6 (1) (f) GDPR.
User Generated Content
The Services may enable you to post product reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.
We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.
Your Rights
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.
Right to Access / Know: You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
Right to Delete: You may have a right to request that we delete personal information we maintain about you.
Right to Correct: You may have a right to request that we correct inaccurate personal information we maintain about you.
Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.
International Users
Please note that we may transfer, store and process your personal information outside the country you live in. Your personal information is also processed by staff and third party service providers and partners in these countries.
If we transfer your personal information out of Europe, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at sales@merinocountry.com.
SHIPPING & DELIVERY DISPATCH
We try to ship within 24-48 hours of receiving orders and cut off times for same day despatch is 12 noon.
Delivery time depends upon the speed of the postal or courier service & once it has left our premises we have no control over this.
FREIGHT CHARGES
Please see our Freight Charges table HERE.
PAYMENT
Payment can be made by Visa or Mastercard, Direct Deposit, Cheque or Pay Pal. We do not store credit card information. Credit card information is securely submitted for processing via 2048 Bit v3 SSL encryption and we do not see the details. The final amount for payment is charged in $AUS and if purchasing from Overseas this amount will be converted to your currency by your bank with the final amount depending upon their exchange rate.
TAXES & CUSTOMS
We ship world wide. Import duties, taxes and custom charges are not included in the price of shipping and are the responsibility of the buyer. The amount charged is at the discretion of the customs agency within the destination country and is determined, in part, by the value of the item/s. Payment of duties and taxes are due at collection/delivery. Prior to purchase please check with your country’s customs office to determine what additional costs may be added. When ordering, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
OUT OF STOCK
If any items are not available we will let you know and offer either an alternative or an estimated delivery time for the item to go on back order.
We do NOT accept returns on headgear, socks or intimate underwear including briefs and boxer shorts.
If an item is eligible for Return or Exchange please read our full information and instructions HERE first and then contact us within 7 days of receipt of goods for a Returns Number & Returns Form.
Please check that your order is correct and if the sizing or style is not right or you believe the goods are faulty please contact us straight away. We have a strict process for all returns, refunds an warranty - please read the full policy HERE.
Email: sales@merinocountry.com or Phone: 1800 606 969
Due to Health Regulations we do not accept returns on intimate underwear, headgear or socks.
We are a small, family business and ask that you handle our beautiful, handmade, Australian Merino clothing and underwear with love & respect and treat our staff with courtesy and understanding. Thankyou!
RETURNS, CANCELLATIONS, REFUNDS and WARRANTY
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.
Due to Health Regulations we do not accept returns on intimate underwear, headgear or socks. Intimate underwear cannot be cancelled, returned or refunded once an order has been dispatched, regardless of whether the item is unopened, in transit, or has not yet been delivered.
CONTACT US: Open your parcel as soon as you get it and contact us straight away if there are any issues.
ITEMS MUST BE ACCEPTABLE: See list below - Outerwear, Bras & Thermals are OK. Intimate Underwear, headgear & socks are NOT.
RESALEABLE CONDITION: Must be in their original condition, unworn, unwashed and with the packaging intact.
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. You are welcome to 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. Intimate underwear cannot be cancelled, returned or refunded once an order has been dispatched, regardless of whether the item is unopened, in transit, or has not yet been delivered. 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 to cover 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 and for resending.
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 cooperation 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.
2. WHAT IS ACCEPTABLE & WHAT IS NOT.
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.
CANCELLATION POLICY
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.
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.
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
- 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
- Warranty Form and Claim Number: Upon contacting us, 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
- Contact Us: To initiate a return, please contact us to obtain a Returns Number and Returns Form.
- Information Needed: Provide your 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.
- Returns Process:
- A Returns Number and Form will be sent to you via email.
- Return Postage: Please note that we do not cover the postage cost for returning goods.
- 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.
- 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.
5. WHO PAYS THE POSTAGE & OTHER COSTS?
Returns & Exchanges
- Customer Responsibility: The customer is responsible for the postage cost when returning items to us and for the postage on any exchanges.
- Our Responsibility: we will issue the customer with a credit on the item to be used on either the exchange or for future orders. Return Postage will be charged or customers are welcome to include a Reply Paid satchel to send an item back.
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.
Refunds
- Exclusions and Fees: If a refund is warranted it 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.
REFUND OR CANCELLATION FEES
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.
7. RETURNS & EXCHANGES ON SALE OR DISCOUNTED ITEMS
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 and Bulk Buys: Discounted items such as thermal packs or bulk buys 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.
