Refund policy

Merino Mart brings together products from independent Shopify suppliers and fulfilment partners. When you place an order on merinomart.com, Merino Mart is your point of contact for returns and refunds. A fulfilment partner may ship your order, provide a return label, receive the returned item, and inspect it on our behalf. You do not need to contact a partner directly unless we ask you to.

30-day return window

You may request a return within 30 days after your order is delivered.

To be eligible for a voluntary return, the item must be in the condition in which you received it: unworn, unused, unwashed, with its tags attached, and in its original packaging where applicable. You will also need your order number or other proof of purchase.

Start your return through our contact page or by replying to your order-confirmation email. Do not mail an item to Merino Mart or to a supplier before receiving return instructions. Orders containing products from more than one fulfilment partner may require separate labels and packages.

Partner-fulfilled returns

We coordinate the return with the partner that fulfilled the item. The partner may provide the label and inspect the returned item, but Merino Mart remains your customer-service contact and issues any approved refund to your original payment method.

Some products may include additional or longer return terms supplied by the fulfilment partner. Those terms will be stated on the product page before purchase. If no additional terms are stated, this 30-day policy applies. Partner terms do not limit rights that cannot legally be waived.

We aim to provide return instructions within two business days. If a partner declines or cancels a return request, Merino Mart will review the request rather than treating the partner's decision as final.

Return shipping

For a voluntary change-of-mind return, the customer is responsible for return-shipping costs unless the product page states that return shipping is included. When we provide a prepaid label, any permitted label charge will be shown before you confirm the return and may be deducted from the refund.

There is no return-shipping charge when an item is defective, damaged in transit, materially different from its description, or sent in error. This is subject to any stronger rights available under applicable law.

Damaged, defective, or incorrect items

Inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us promptly through our contact page and include your order number, a description of the problem, and photographs where useful. We will work with the fulfilment partner to arrange an appropriate remedy.

Exceptions

The following items may be ineligible for voluntary change-of-mind returns where permitted by law and clearly disclosed before purchase:

  • customized or personalized products;
  • gift cards;
  • products marked final sale before checkout; and
  • sealed hygiene-sensitive goods after the seal has been removed.

An exception to voluntary returns does not remove any rights relating to defective, damaged, misdescribed, or incorrectly supplied goods.

Refunds

We will notify you after the returned item has been received and inspected. If approved, the refund will be sent to the original payment method. For voluntary returns, we normally issue the refund within 10 business days after receipt and inspection. Your bank or card provider may need additional time to post it.

Original delivery charges are not normally refundable for a voluntary return, except where required by law. Approved refunds for defective, damaged, misdescribed, or incorrectly supplied goods will include the amounts required by applicable law.

If you have not received an approved refund 15 business days after our confirmation, contact us through our contact page.

Exchanges

Because products may be held by different fulfilment partners, the quickest way to change a size or colour is usually to return the original item and place a new order after the return is approved.

Your legal rights

This policy provides our voluntary return process. It does not limit any cancellation, withdrawal, refund, warranty, or consumer-guarantee rights that apply where you live. Where local law gives you stronger or non-waivable rights, those rights take priority.

Last updated: August 25, 2026.