Cancellation Rights
Merenlo | United Kingdom
This page explains your statutory right to cancel an eligible online purchase made through Merenlo.
It applies to new orders placed through www.merenlo.co.uk for delivery within the United Kingdom, including England, Scotland, Wales and Northern Ireland.
Your statutory cancellation rights are governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These rights are separate from Merenlo's voluntary 30-day return policy and your legal rights regarding faulty or incorrectly supplied goods.
1. Your Right to Cancel
For most eligible online purchases, you have the right to cancel your contract within 14 calendar days without giving any reason.
The cancellation period normally expires 14 days after the day on which you, or someone you nominate other than the carrier, receives the goods.
Where a single order contains multiple goods delivered separately, the cancellation period normally runs from the day after the last item is received.
You can notify us of your decision to cancel before the goods arrive.
You do not need to wait until delivery to exercise your right.
2. How to Cancel Your Contract
To exercise your statutory cancellation right, you must inform Merenlo of your decision before the applicable cancellation period expires.
You can do this by emailing:
Your message should clearly state that you wish to cancel your purchase.
Please include your order number where available to help us identify the order.
You do not need to explain why you are cancelling.
You may also use the optional Model Cancellation Form provided further down this page.
Your cancellation takes effect when you validly exercise your statutory right. It does not depend on discretionary approval from Merenlo.
3. Important Information Before Cancelling
Please read the following information before exercising your cancellation right.
Orders not yet dispatched
If your order has not yet been dispatched, we will attempt to stop the shipment once we receive your cancellation notice.
Orders already in transit
If your order is already in transit, we may be unable to stop delivery. You may therefore still receive the parcel and need to return the goods.
If delivery is already underway, please accept the parcel and arrange the return using the address below. Refusing delivery alone should not be relied upon as a cancellation notice.
Return shipping costs
For ordinary change-of-mind cancellation, you are responsible for the direct cost of returning the goods where this responsibility was properly disclosed before purchase and applicable law permits it.
Our designated return centre is in China. International return shipping costs may therefore be higher than domestic UK postage.
Refunds
Where legally permitted, reimbursement may be withheld until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.
Faulty or incorrect goods
These arrangements do not reduce your statutory rights if goods are faulty, damaged, incorrectly supplied or not as described.
4. Returning Goods After Cancellation
Once you have informed Merenlo of your decision to cancel, you must return the goods without undue delay and no later than 14 calendar days after notifying us of cancellation.
You meet this deadline if you send the goods before the 14-day period expires.
We recommend using a trackable shipping service and retaining proof of dispatch.
You do not need to contact us merely to obtain the return address.
5. Designated Return Address
Merenlo uses an international return centre located in China.
Return address
South Gate 1, 4th Floor
Sujia Aihua Second Floor Factory
No. 1511 Jingang Avenue
Fucun Town, Jindong District
Jinhua City
Zhejiang 322000
China
This is our designated customer return address.
It is separate from the registered business address of BJ-Ecom B.V. in the Netherlands.
Please do not send returned goods to our registered business address unless we specifically instruct you to do so.
Include your order number or another suitable reference where possible.
6. Refunds Following Cancellation
When you validly exercise your statutory cancellation right, Merenlo will reimburse the payments due under applicable UK law.
For a complete cancellation, this normally includes the purchase price and the original standard delivery charge.
If you selected a delivery service costing more than our least expensive standard delivery option, the additional upgrade cost does not normally need to be reimbursed.
For partial cancellations, delivery-charge reimbursement is determined in accordance with applicable law.
Where goods must be returned, reimbursement will be made without undue delay and no later than 14 calendar days after:
- We receive the returned goods; or
- You provide evidence that you have sent the goods back,
whichever occurs first.
Where no goods need to be returned, the applicable statutory refund deadline will apply.
Refunds are processed back to the original payment method used for the order.
We do not charge a refund-processing fee for exercising your statutory cancellation right.
Your bank or payment provider may take additional time to display the refund.
7. Handling and Inspecting Goods
You may inspect and handle the goods to establish their nature, characteristics and functioning.
For clothing, this normally includes trying an item on in a manner comparable to what would reasonably be permitted in a physical shop.
If handling goes beyond what is reasonably necessary and causes a reduction in value, a deduction may be made from the refund where permitted by law.
You do not automatically lose your statutory cancellation right simply because you opened the packaging or reasonably inspected the product.
8. Exceptions to the Right to Cancel
Certain products may be excluded from the statutory cancellation right where a specific legal exception applies.
Examples include goods made to your specifications or clearly personalised goods, and certain sealed products unsuitable for return for health or hygiene reasons after being unsealed.
An item is not automatically excluded because it was discounted, purchased during a sale or belongs to a particular clothing category.
Any applicable exception must satisfy the relevant legal requirements.
Statutory rights relating to faulty, misdescribed or otherwise non-conforming goods remain unaffected.
9. Model Cancellation Form
You may use the following model form to notify Merenlo of your decision to cancel an eligible contract.
Using this form is optional. You may also send a clear cancellation statement by email without completing the form.
UK Model Cancellation Form
To:
Merenlo — operated by BJ-Ecom B.V.
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Email: support@merenlo.co.uk
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Goods: ______________________________________
Ordered on (*) / received on (*): ______________________________________
Name of consumer(s): ______________________________________
Address of consumer(s): ______________________________________
Signature of consumer(s): ______________________________________
Signature required only when this form is submitted on paper.
Date: ______________________________________
(*) Delete as appropriate.
You may send the completed form to support@merenlo.co.uk.
It is not necessary to use this model form if you have already clearly informed us of your cancellation decision through another valid method.
10. Merenlo's Voluntary 30-Day Return Policy
In addition to your statutory cancellation right, Merenlo offers a voluntary 30-day return policy for eligible goods, calculated from the date of delivery.
This additional commercial return option has its own conditions, which apply only insofar as they do not limit your statutory rights.
If you exercised your statutory cancellation right within the applicable notification period, the statutory rules continue to apply even if the goods are returned after that notification period.
For details, please read our Return & Refund Policy.
11. Faulty, Damaged or Incorrect Goods
Your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods are separate from the change-of-mind cancellation procedure.
Under the Consumer Rights Act 2015, you may have rights to reject goods, obtain a refund, request a repair or replacement, or seek another applicable remedy.
Where the law requires Merenlo to cover reasonable return costs associated with faulty or non-conforming goods, those costs will not be passed on to you.
Contact support@merenlo.co.uk for assistance.
12. Orders Placed Before This Policy Update
This page describes the cancellation rules for Merenlo's current UK-only sales arrangements.
Customers who placed orders before the market transition retain any statutory rights and contractual protections applicable to those earlier purchases.
The change in delivery markets does not cancel or reduce rights already acquired by existing customers.
13. Contact and Trader Information
For questions about cancelling a contract, returning goods or receiving a refund, please contact:
Merenlo Customer Support
Email: support@merenlo.co.uk
Website: www.merenlo.co.uk
Legal operator and contracting seller
BJ-Ecom B.V.
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Chamber of Commerce (KvK): 89168402
VAT: NL864899269B01
The registered company address above is not the designated return address.
Physical returns must be sent to the return centre listed in Section 5 unless another arrangement has been expressly confirmed.
Nothing on this page excludes or restricts any mandatory rights available to consumers under applicable UK law.