Refund policy
Merenlo | United Kingdom
At Merenlo, we want you to understand your options if you need to return an item, cancel an order or report a problem with a purchase.
This Return & Refund Policy explains your statutory consumer rights under applicable UK law and Merenlo's additional voluntary 30-day return policy.
This policy applies to new orders placed through www.merenlo.co.uk for delivery within the United Kingdom, including England, Scotland, Wales and Northern Ireland.
Nothing in this policy limits or excludes your statutory consumer rights.
1. Your Return Options
Depending on your circumstances, you may have the following options:
UK statutory cancellation right
For most eligible online purchases, you have 14 days after receiving the goods to notify us that you wish to cancel your contract without giving a reason.
Merenlo's voluntary 30-day returns
We also offer an additional commercial return option for eligible items within 30 days after delivery, subject to the conditions explained below.
Faulty, damaged or incorrect goods
If an item is faulty, damaged, incorrectly supplied or not as described, you have separate statutory rights under applicable UK consumer law.
These routes operate independently. Our voluntary return policy does not replace your statutory rights.
2. UK Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing eligible goods online normally have the right to cancel the contract without giving a reason.
The cancellation period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If multiple goods from the same order are delivered separately, the cancellation period normally runs from the day after the final item is received.
How to exercise your cancellation right
To cancel your contract, inform us of your decision before the applicable cancellation period expires.
You can do this by sending a clear statement to:
You may also use the optional Model Cancellation Form in Section 12.
Please include your order number where available so we can identify your purchase.
You do not need to provide a reason for cancelling, and exercising a valid statutory cancellation right does not require our discretionary approval.
Returning goods after cancellation
After informing us of your decision to cancel, you must send the goods back without undue delay and no later than 14 calendar days after notifying us.
The deadline is met if you dispatch the goods before that 14-day return period expires.
The designated return address is published in Section 7 of this policy.
You do not need to contact customer support simply to obtain the return address.
3. Refunds Following Statutory Cancellation
When you exercise an applicable UK statutory cancellation right, we will reimburse the payments due under the cancellation rules.
This normally includes:
- The purchase price of the cancelled goods.
- The original standard delivery charge, where reimbursement is required by law.
If you selected a more expensive delivery service than the least expensive standard delivery option offered, we are not required to reimburse the additional cost of that upgrade.
Any delivery-charge reimbursement for a partial cancellation will be determined in accordance with applicable law.
Refund timing
Reimbursement will be made without undue delay and, where we have not offered to collect the goods, no later than 14 calendar days after:
- The day we receive the returned goods; or
- The day you provide evidence that you have sent the goods back,
whichever occurs first.
Where goods do not need to be returned, the applicable statutory refund timing will apply.
Refunds are processed back to the original payment method used for the order.
Merenlo does not charge a fee for issuing the reimbursement.
Your bank or payment provider may require additional time to display the refunded amount in your account.
4. Handling Goods During the Cancellation Period
You may inspect and handle an item to establish its nature, characteristics and functioning, broadly as you would be permitted to do in a physical shop.
For example, you may normally try on clothing to assess its fit.
If an item has been handled beyond what is reasonably necessary for that purpose, we may make a deduction for any resulting loss in value where permitted by law.
A statutory cancellation cannot automatically be refused simply because the original packaging was opened or an item was reasonably inspected.
5. Exceptions to the Statutory Cancellation Right
Some goods may be excluded from the statutory cancellation right where a specific legal exception applies.
Examples include:
- Goods made to your specifications or clearly personalised.
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons, once unsealed, where the legal requirements for that exception are met.
- Other goods expressly excluded by applicable UK consumer legislation.
An item is not automatically excluded merely because it was purchased at a discount or is part of a sale.
Any applicable product-specific exception should be made clear before purchase.
These exceptions do not remove statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.
6. Merenlo's Voluntary 30-Day Return Policy
In addition to your statutory rights, Merenlo offers a voluntary return period of 30 calendar days from delivery.
This gives customers an additional opportunity to return eligible items when the statutory cancellation notification period has ended.
Conditions for voluntary returns
For a return made solely under this voluntary policy, the item must normally be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its original tags attached, where applicable
These conditions apply to our voluntary commercial policy only. They do not restrict statutory cancellation rights or remedies for faulty goods.
How to start a voluntary return
Contact us within 30 calendar days after receiving your order.
Email: support@merenlo.co.uk
Please include your order number, the email address used for the purchase and the item you wish to return.
You do not need to provide a reason for requesting a voluntary return.
We recommend contacting us so we can identify your return and provide practical assistance. However, the return address is publicly available below and is not withheld pending customer-service approval.
Voluntary return refunds
For an eligible return accepted solely under our voluntary 30-day policy, we will normally refund the purchase price of the returned item to the original payment method.
Original outbound shipping charges are not normally refunded for a purely voluntary change-of-mind return unless we agree otherwise or applicable law requires reimbursement.
These voluntary conditions do not override the statutory cancellation rules described above.
7. Return Address
Merenlo uses a designated international return centre located in China.
Customer 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 the designated physical return address for goods being returned to Merenlo's return centre.
The address is different from the registered business address of BJ-Ecom B.V. in the Netherlands.
Please do not send returned goods to our registered office in Zoetermeer unless we have specifically instructed you to use that address for your particular return.
We recommend including your order number or another suitable order reference with the parcel to help us identify it.
Please retain your proof of postage and consider using a tracked shipping service.
8. Return Shipping Costs
Change-of-mind returns
For ordinary change-of-mind returns, including statutory cancellations where legally permitted and properly disclosed before purchase, the customer is responsible for the direct cost of returning the goods.
Because our designated return centre is located in China, return shipping costs may be higher than those for a domestic UK return.
The exact cost depends on factors including:
- The carrier you choose.
- Parcel size and weight.
- Shipping service.
- Your dispatch location.
- Any applicable international shipping procedures.
Merenlo does not charge a separate return-processing fee for exercising a statutory cancellation right.
Where the law requires Merenlo to bear the return costs, those costs will not be passed to the customer.
Faulty, damaged or incorrect goods
If goods are faulty, damaged, incorrect or otherwise fail to conform to the contract, Merenlo will bear the reasonable return costs that are our legal responsibility.
Please contact our support team so that the appropriate return, collection or other remedy can be arranged.
You will not be required to pay return costs that applicable consumer law requires Merenlo to cover.
9. Faulty, Damaged or Incorrect Items
Your rights relating to faulty, damaged, incorrect or misdescribed goods are separate from our change-of-mind return arrangements.
Under the Consumer Rights Act 2015, goods must satisfy applicable statutory requirements, including being as described, of satisfactory quality and fit for purpose.
Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or another statutory remedy.
For example, a short-term right to reject faulty goods normally applies within 30 days, subject to the relevant legal conditions. Further remedies may apply after that period.
Reporting a problem
Please contact:
Where possible, provide:
- Your order number.
- A short description of the problem.
- Relevant photographs, if they would help us understand the issue.
Photographs are helpful for investigating a problem but are not an automatic condition for exercising statutory rights.
Please report an issue as soon as reasonably practical, so we can help resolve it.
We do not impose an arbitrary 24-hour or 48-hour reporting deadline that removes statutory rights.
Where we are legally responsible for a refund or remedy, we will provide it in accordance with applicable UK consumer law.
10. Orders Already Dispatched or in Transit
If you wish to cancel or change an order that has already been placed, please contact us as soon as possible.
If your order has not yet been dispatched, we will attempt to stop the shipment.
If your parcel has already entered transit, we may be unable to stop delivery.
In that situation, you may still receive the parcel and need to return the goods using the designated return address and the applicable cancellation or return procedure.
If the goods are in transit, please accept delivery and arrange their return in accordance with the applicable legal return period.
This practical shipping guidance does not restrict your statutory right to cancel an eligible distance contract.
11. Exchanges
Exchanges may be available depending on product availability.
If you would prefer a different size, colour or item, please contact:
We will explain the available options.
If a direct exchange is unavailable, you may use an applicable return route and place a new order if you wish.
Exchange availability does not affect your statutory rights.
12. UK Model Cancellation Form
You may use the following model form to notify us that you wish to cancel an eligible distance contract.
Use of this form is optional. You may instead send any other clear statement of your decision to cancel by email.
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): __________________________________
(Only required if this form is notified on paper.)
Date: __________________________________
(*) Delete as appropriate.
You may email the completed form or send another clear cancellation statement to support@merenlo.co.uk.
13. Refund Method and Currency
Refunds are processed to the original payment method used for the purchase.
For UK orders, payments and refunds are normally processed in British pounds sterling (GBP).
If you used a card or payment account that operates in another currency, your bank or payment provider may apply its own exchange rates or charges.
Refunds may take additional time to appear depending on your payment provider.
We do not issue refunds to unrelated third-party accounts.
14. Existing Orders and Statutory Rights
This updated policy applies to Merenlo's UK-only sales arrangements.
Orders previously placed under different delivery-market arrangements remain subject to the applicable legal rights and contractual terms associated with those purchases.
Changing our current delivery destinations does not remove rights already acquired by existing customers.
Nothing in this policy excludes, restricts or replaces mandatory consumer protections.
Where a term of our voluntary return policy conflicts with applicable statutory consumer rights, the statutory rights take precedence.
15. Contact and Legal Operator
If you need assistance with a return, refund, exchange or cancellation, 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
BJ-Ecom B.V. operates the Merenlo online store. Its registered business address is not the designated customer return address.
For physical returns, please use the return address provided in Section 7 unless we expressly arrange an alternative.
This Return & Refund Policy applies to Merenlo orders for delivery within the United Kingdom and does not limit any mandatory statutory consumer rights.
Need help?
Contact Merenlo support with your order number and the email used at checkout.