Returns & Refunds – Merino.Tech EU | 14-Day Returns
Returns & Refunds
We want you to live in your merino — but if something isn't right, sending it back is simple. As an EU customer you're protected by your statutory right of withdrawal, and our own policy is built to make returns and refunds effortless.
Your 14-day right of withdrawal
Under EU consumer law, you have 14 days from the day you (or someone you nominate) receive your order to cancel it — without giving any reason. If your order arrives in more than one shipment, the 14 days start from the day you receive the last item.
To exercise this right, simply send us a clear statement of your decision (by email or post) before the 14 days are up. You're welcome to use the model withdrawal form at the bottom of this page, but you don't have to.
How to return an item
- Email [returns@merinotech.eu] with your order number and the item(s) you'd like to return.
- We'll reply with return instructions and the return address.
- Pack the item(s) securely in the original packaging, with all tags still attached.
- Send the parcel back within 14 days of telling us you're returning it. We recommend a tracked service and keeping your proof of postage.
Return shipping costs
You're responsible for the cost of returning your order to us, unless the item is faulty or we sent the wrong product — in which case we cover it.
⚙️ Бизнес-решение: если вы делаете бесплатные возвраты, замените эту строку на «Returns are free — we'll provide a prepaid label.»
Condition of returned items
Items must be returned unworn, unwashed and undamaged, with all original tags and packaging. You're welcome to try things on as you would in a store, but items showing signs of wear, washing or scent may have their refund reduced to reflect the loss in value.
Hygiene items (socks & underwear)
For hygiene reasons, socks and underwear can only be returned if they are unworn and still in their original, unopened packaging. Once the hygiene seal is broken, these items can't be returned unless they're faulty.
Refunds
Once we've received and checked your return, we'll process your refund within 14 days. Refunds go back to your original payment method and include standard delivery costs. We may wait until we've received the goods (or proof that you've sent them) before issuing the refund.
Exchanges
Need a different size or colour? The quickest way is to return your original item for a refund and place a new order, so you don't miss out on stock. Just let us know and we'll help you get the right fit.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or not as ordered, contact us and we'll put it right — repair, replacement or refund, with return shipping on us. This is in addition to your statutory 2-year guarantee of conformity under EU law, which our returns policy does not affect.
Items that can't be returned
- Socks, underwear and other hygiene-sealed items once opened
- Personalised or made-to-order products
- Gift cards
Need a hand?
Email [help@merino.tech] and our team will help with any return, refund or exchange.