Refund policy
Merino 365 Return & Store Credit Policy
At Merino 365, we want your adventures to be as smooth as merino wool itself. That's why we make returns simple, and why we always stand behind the gear we make.
Jump to your region: 🇳🇿 New Zealand · 🇺🇸 USA · 🌏 International
🇳🇿 New Zealand
This policy has two parts: what we offer if you simply change your mind, and your legal rights if something's not right with your order. They work differently, so we've kept them separate.
🤔 Not sure on sizing?
Get in touch before you buy. Email team@merino365.co.nz with your usual size and what you're after, and we'll help you land on the right fit the first time — far easier than sending something back.
🔄 Change of Mind (our goodwill policy)
The law doesn't require us to take items back just because you've changed your mind — but we want you exploring with confidence, so we do. Here's how it works.
If you change your mind, we'll issue a Merino 365 Store Credit Gift Card (valid for 12 months, in NZD), provided:
- ✔ It's returned within 30 days of your purchase date
- ✔ The item is unworn, unwashed, and unused
- ✔ Tags are intact and original packaging is included (product bags, boxes, etc.)
- ✔ Hygiene-sealed items (e.g. underwear) have the seal unbroken
- ✔ The item wasn't marked "Final Sale" or "Non-Returnable"
- ✔ The item is returned free of animal hair, lint, perfume, and odours
The fine print on change-of-mind returns:
- 🧾 You'll receive store credit, not a cash refund — issued by email as a Gift Card.
- 🚚 Return shipping is at your cost. We recommend a tracked courier so it arrives safely.
- 🔁 We don't do direct exchanges — return for store credit and place a new order for the size or colour you want.
- 🎁 If your order came with a free promotional gift, the gift needs to come back too. If it doesn't, its retail value will be deducted from your store credit.
- 🐾 Condition matters: We inspect all returns on arrival. Items returned with animal hair, strong scents, or other signs of wear will incur a restocking fee of 33% of the item's purchase price, deducted from your store credit.
These conditions apply to change-of-mind returns only. They do not apply when something's gone wrong with the product — see below.
🛠️ If Something's Not Right (your rights)
If your gear arrives damaged, doesn't hold up the way it should (notwithstanding usual wear and tear), or isn't what you ordered, you're protected by the Consumer Guarantees Act 1993, which covers goods that are faulty or not of acceptable quality. These rights are not limited by the 30-day window, and they don't depend on tags, packaging, or the item being unworn.
What you're entitled to:
- 💥 A problem with the product: We'll repair, replace, or refund it. For a minor issue, we'll choose the most appropriate fix. For a serious one — where you wouldn't have bought the item had you known — you choose between a full refund or a replacement.
- 📦 Wrong item sent: We'll sort it out with the correct item or a full refund, your choice.
- 🚚 Return shipping: We cover return postage on incorrectly sent items. All other claims are not covered, return shipping is the responsibility of the customer.
How to start a claim:
Email team@merino365.co.nz as soon as you spot the issue. A photo helps. We'll confirm next steps and make it right.
🏪 In-Store vs Online
- 🛍️ Online orders: Email team@merino365.co.nz to start any return. Once approved, we'll send return instructions. (Heads up: change-of-mind returns sent without approval may be delayed.)
- 🏪 In-store purchases: Bring it back in-store with proof of purchase.
🎁 Store Credit Gift Card
- Issued by email, in NZD
- Valid for 12 months from the date of issue
- Usable online at merino365.co.nz
- Applies to product value only (not shipping or taxes)
🚫 Items Excluded from Change-of-Mind Returns
- Final Sale items
- Worn underwear (hygiene)
These exclusions apply to change of mind only. If something's wrong with the product itself, your legal rights above still apply — no exclusions. All change-of-mind exclusions are clearly noted on the product page.
⚖️ Your Consumer Rights
Nothing in this policy limits or replaces your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Our change-of-mind policy is offered in addition to those rights.
🇺🇸 USA
Everything in the International section below applies to US orders, plus:
- 📦 Duties and taxes are on us. US orders ship Delivered Duty Paid with NZ Post. What you pay at checkout is what you pay. No surprise fees at the door.
- 🧾 Store credit matches what you paid. Your credit is issued for the value of your order, so you won't lose out on exchange rates.
- 🛃 Duties we've already paid can't be refunded. This doesn't reduce your store credit. It's just why change-of-mind returns get store credit rather than cash.
🌏 International
This section covers every order shipped outside New Zealand, including the USA.
🤔 Not sure on sizing?
Email team@merino365.co.nz with your usual size before you order. Sending merino back across the Pacific is a long trip for a jersey, so let's get it right the first time.
🔄 Change of Mind
If you change your mind, we'll issue a Merino 365 Store Credit Gift Card (valid for 12 months), provided:
- ✔ It's returned within 30 days of your purchase date
- ✔ The item is unworn, unwashed, and unused
- ✔ Tags are intact and original packaging is included
- ✔ Hygiene-sealed items (e.g. underwear) have the seal unbroken
- ✔ The item wasn't marked "Final Sale" or "Non-Returnable"
- ✔ The item is returned free of animal hair, lint, perfume, and odours
The fine print:
- 🧾 You'll receive store credit, not a cash refund, issued by email as a Gift Card.
- 🚚 Return shipping to New Zealand is at your cost. Please use a tracked service so it arrives safely.
- 🔁 We don't do direct exchanges. Return for store credit and place a new order for the size or colour you want.
- 🎁 If your order came with a free promotional gift, the gift needs to come back too. If it doesn't, its retail value will be deducted from your store credit.
- 🐾 Condition matters: Items returned with animal hair, strong scents, or other signs of wear will incur a restocking fee of 33% of the item's purchase price, deducted from your store credit. (Yes, even if the cat only slept on it once.)
🛠️ If Something's Not Right
If your order arrives damaged, faulty, or isn't what you ordered, email team@merino365.co.nz with your order number and a photo. We'll make it right with a replacement or a refund.
- 📦 Wrong item sent: We'll send the correct item or give you a full refund, your choice, and we'll cover return postage.
- 💥 Faulty or damaged: We'll repair, replace, or refund it.
The change-of-mind conditions above don't apply to faulty or incorrect items.
📬 How to Start a Return
Email team@merino365.co.nz before sending anything back. Once approved, we'll send return instructions. Returns sent without approval may be delayed.
🎁 Store Credit Gift Card
- Issued by email, valid for 12 months from the date of issue
- Usable online at merino365.co.nz, shown in your local currency at checkout
- Applies to product value only (not shipping, duties, or taxes)
Nothing in this policy limits any rights you have under the consumer laws of your country.
So get out there and explore in comfort. We're here to make sure your merino adventures are legendary, from the first peak you conquer to any returns along the way. 🏕️✨