Returns Policy

Merino Nature New Zealand – Returns & Refund Policy

Our Commitment

At Merino Nature New Zealand, we take great pride in the quality of our products, and your satisfaction is important to us.
Our returns policy complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA) of New Zealand.

Change-of-Mind Returns

We do not have to provide a refund or exchange if you change your mind or make a wrong selection.
However, we may offer an exchange or store credit at our discretion if the item meets the following conditions:

  • Unused and in original condition

  • Returned in its original packaging with all tags attached

  • Accompanied by proof of purchase

  • Returned within 14 days of purchase

Please note that return shipping costs for change-of-mind returns are the responsibility of the customer.

Faulty or Defective Items

If an item is faulty, unsafe, or not as described, you are protected under the Consumer Guarantees Act.
We will happily repair, replace, or refund the product once it has been inspected and confirmed to have a genuine fault.

  • Contact us within 14 days of receiving your order.

  • We may request photos or details to assess the fault.

  • If the issue is confirmed, we’ll cover return shipping and arrange a replacement, repair, or refund.

Non-Returnable Items

For hygiene and safety reasons, or due to their nature, we cannot accept returns for:

  • Items that have been used, worn, damaged, or washed

  • Items that have been altered or misused

  • Sale or clearance items (unless faulty under the CGA)

  • Personal products such as undergarments or skincare

Return Process

  1. Email our customer service team at merinonaturenz@gmail.com with your order number and reason for return.

  2. Once your return is approved, you’ll receive instructions on where to send the item.

  3. Items must be securely packaged to prevent damage in transit.

  4. Returns may take up to two weeks (14 days) to be processed once received.

Refunds

Approved refunds will be issued to your original payment method.
Please allow up to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

Need Help?

If you have any questions about your return, please contact us at:
📧 merinonaturenz@gmail.com