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Refund policy

Return & Refund Policy

Last updated: 6 July 2026

At Merenlo, we want your return experience to be clear and straightforward. This policy explains how returns, refunds and damaged or incorrect items are handled.

This does not affect your statutory rights, including any cancellation rights that apply under UK consumer law.

30-day return window

You can request a return within 30 days from the date your order is delivered.

To be eligible for a return, items must be:

  • Unworn
  • Unwashed
  • Unused
  • In their original condition
  • Returned with original tags attached, where applicable

Please do not send anything back before contacting us. Return instructions and the return address are provided after your return request has been reviewed.

How to start a return

To request a return, contact us at returns@merenlo.co.uk.

Please include:

  • Your order number
  • The email address used at checkout
  • The item you would like to return
  • The reason for your return

Once your request has been reviewed, we will send you the next steps and the return address if your return is eligible.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect.

We recommend using a tracked shipping method when returning an item. Merenlo is not responsible for return parcels that are lost before they reach the return address.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at support@merenlo.co.uk.

Where possible, please contact us within 48 hours of delivery and include:

  • Your order number
  • The email address used at checkout
  • A short description of the issue
  • Clear photos of the item and packaging, where relevant

We will review the issue and help with the next steps. If the item is confirmed to be damaged, defective or incorrect, you will not be responsible for the return shipping cost.

Refunds

Once your returned item has been received and inspected, we will let you know whether your refund has been approved.

If approved, your refund will be issued to the original payment method.

Refunds are usually processed within 14 days after we receive and inspect the returned item. Your bank or payment provider may take additional time to make the funds available in your account.

Original shipping costs

Merenlo currently offers free UK shipping, so standard outbound shipping costs are not charged on eligible UK orders.

If shipping charges ever apply in the future, any refund of delivery costs will be handled in line with applicable consumer rights.

Exchanges

Exchanges may be available when stock allows.

If you need a different size, colour or item, contact us at returns@merenlo.co.uk. If an exchange is not available, you may need to return the item and place a new order.

Items that cannot be returned

We may be unable to accept returns for items that are:

  • Worn, washed or used
  • Damaged after delivery by the customer
  • Returned without original tags, where applicable
  • Not in their original condition
  • Returned without first contacting us
  • Marked as final sale, where clearly stated before purchase
  • Hygiene-sensitive items where return restrictions apply

If you are unsure whether your item is eligible for return, contact us before sending it back.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible at support@merenlo.co.uk.

We will do our best to help, but we cannot guarantee changes or cancellations once an order has started processing or has been dispatched.

UK Cancellation Rights

For eligible online purchases, customers may have the right to cancel their order within 14 days after delivery under UK consumer law. This cancellation right is separate from Merenlo’s 30-day return policy and does not affect your statutory rights. To request a cancellation or return, contact returns@merenlo.co.uk before sending anything back.

Your statutory rights

This does not affect your statutory rights, including any cancellation rights that apply under UK consumer law.

You may also have rights if an item is faulty, not as described or not fit for purpose.

If there is a conflict between this policy and your statutory rights, your statutory rights will apply.

Contact us

If you have questions about a return or refund, contact us at:

Merenlo
21 Eccleston Pl
London
SW1W 9NF
United Kingdom

Returns email: returns@merenlo.co.uk
Support email: support@merenlo.co.uk
Phone: +44 7863 792998
Support hours: Monday–Friday, 9:00 AM–6:00 PM GMT/BST