Refund policy
Our Returns, Refunds & Exchanges Policy
If you are unhappy with your purchase, for whatever reason, we will either exchange or refund your money from one month of purchase providing they are returned to us in original condition with all our labels intact.
For New Zealand and Australian customers if you exchange an item we will post the exchange to you free of charge.
If your item is under NZ$100 we ask that you pay the return to Nelson Merino postage unless the garment is faulty- in which case please email us. For items over NZ$100 we will cover the postage both ways.
For the rest of the world we need to discuss postage with you on returns, refunds and exchanges- not withstanding faulty goods.
We are very proud of our products and if you believe there is an inherent performance problem with either the manufacture of, or material used we will look at this with you for up to one year after your purchase.
Policy Details
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@nelsonmerino.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@nelsonmerino.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For all returns please notify us by email and we will respond to any queries.