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 offer a 30-day return policy — so you can explore with confidence knowing you’re covered by our comfort guarantee.

THE BASICS

We accept change of mind returns for a Merino 365 Store Credit Gift Card (valid for 12 months) if returned within 30 days of purchase.

We offer full refunds only for items that arrive faulty, damaged, or incorrectly sent.

TO BE ELIGIBLE FOR RETURN:

  • ✔ Returned within 30 days of your purchase date.
  • ✔ Item was not marked “Final Sale” or “Non-Returnable” (unless faulty).
  • ✔ Includes original packaging (tags intact, product bags, boxes, etc.).
  • ✔ Item is unworn, unwashed, and unused.
  • ✔ Hygiene-sealed items (e.g., underwear) must have the seal intact.

IN-STORE VS ONLINE PURCHASES

  • 🛍️ Online orders: Follow the return process below.
  • 🏪 In-store purchases: Can be returned in-store with proof of purchase.

ITEMS EXCLUDED FROM RETURNS (UNLESS FAULTY):

  • 🚫 Final Sale items
  • 🚫 Worn Underwear

All exclusions are clearly noted on product pages.

READY TO RETURN? HERE’S THE EASY PATH:

  • ✅ Contact Us First: Email our friendly team at team@merino365.co.nz to start your return. Once approved, we’ll send you the return instructions. (Please note: returns without prior approval can’t be accepted.)
  • ✅ Ship It Back: Customers are responsible for all return shipping costs. We recommend using a tracked courier to ensure your package arrives safely.

WHAT YOU’LL RECEIVE

  • 🧾 Change of Mind / Incorrect Size: You’ll receive a Merino 365 Store Credit Gift Card, valid for 12 months, issued in NZD.
  • 💥 Faulty / Incorrect Item: You’ll receive a full refund to your original payment method, once the issue is confirmed.
  • 🚚 Shipping Fees: Non-refundable unless the order was faulty or damaged.

PROMOTIONAL GIFTS & RETURNS

If your order qualified for a free promotional gift, the gift must also be returned if the qualifying order or items are returned.

If the promotional gift is not returned, the full retail value of the gift will be deducted from your eligible store credit or refund.

STORE CREDIT GIFT CARD INFO

  • 🎁 Issued via email in NZD.
  • 🕒 Valid for 12 months from date of issue.
  • 🌏 Usable online at merino365.co.nz.
  • 💳 Store Credit applies to product value only (not shipping or taxes).

DAMAGED OR FAULTY ITEMS

If your merino gear arrives faulty, damaged, or incorrect, please contact us immediately at team@merino365.co.nz. We’ll make it right with a replacement or refund, as appropriate.

A FEW FRIENDLY REMINDERS:

  • 🚫 We do not offer direct exchanges. To swap for a new size or color, return your item for a Store Credit Gift Card and place a new order.
  • 📦 Ensure your return includes all original packaging and documentation.
  • 🧼 Returned items must be in their original condition — unworn, unwashed, and with all tags attached.

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 that might arise. 🏕️✨