Returns & Exchanges
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 10 working days from delivery. If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Within the order packaging, you will find a Returns Note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing Customer Services at firstname.lastname@example.org or calling on: 020 7854 3330 (Monday to Friday 10am - 5pm).
Please Note; We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We will not be held responsible for returned goods that do not reach us.
If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 10 working days of delivery to you. Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to far exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
Please notify us immediately by emailing our Customer Service Team at email@example.com or calling on 020 7854 3330 (Monday to Friday 10am - 5pm). To assure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location. Returns for purchases made online will not be accepted for return or exchange at a Merumaya retail partner.
Your statutory rights remain unaffected.
The Returns Process
STEP 1. - Completing the Necessary Documentation
You should receive a Returns Note with your order. Complete this document with all the required information. If you have not received this document, please contact Customer Services on 020 7854 3330 (Monday to Friday 9am - 6pm) or by emailing us at firstname.lastname@example.org with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. - Returning the Product
Goods must be returned to us in their original condition at our distribution centre within 10 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included your completed Returns Note within the parcel. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 3. - Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.