Customer Review Policy

Reviews must reflect the reviewer’s genuine and honest experience with the relevant product or with Merenlo.

We prohibit:

• fake reviews;
• reviews written by people who have not had the experience described;
• reviews created by Merenlo employees, contractors, suppliers or connected parties without clear disclosure;
• purchasing, commissioning or arranging false reviews;
• submitting multiple reviews intended to manipulate a product rating;
• reviews containing hidden advertising or undisclosed commercial interests.

Genuine, relevant and lawful reviews may be published regardless of whether they are positive or negative.

We do not suppress, delay or remove a review solely because it is critical or gives a low rating.

Review requests must not be sent only to customers who are expected to leave positive feedback.

A “Verified purchase” label is used only where the review platform has matched the reviewer to an order placed through Merenlo.

The label confirms an order connection. It does not mean that Merenlo has approved or endorsed the reviewer’s opinion.

Reviews without a verified-purchase label are not automatically fake, but they may be subject to additional checks.

Merenlo does not offer an incentive in exchange for a positive review.

Merenlo does not currently offer rewards or incentives in exchange for customer reviews.

If that changes and a customer receives a discount, reward, free product or other benefit in exchange for submitting an honest review:

• the incentive must not depend on the rating or sentiment of the review;
• the review must be clearly and prominently labelled as incentivised;
• the incentive must not be hidden from customers reading the review.

A review may be rejected or removed only for a legitimate reason, including:

• suspected fake or manipulated content;
• spam or irrelevant content;
• unlawful, threatening, abusive or discriminatory content;
• personal or confidential information;
• content unrelated to the product or transaction;
• conflicts of interest that have not been disclosed;
• duplicated submissions;
• content that infringes another person’s rights.

A review must not be rejected or removed merely because it is negative.

Do not materially edit the meaning of a customer review. Minor formatting changes must not alter the reviewer’s message.

Merenlo and its review provider may use order information, technical indicators, moderation checks and reports from users to identify suspicious reviews.

Where a review is suspected to be fake or misleading, it may be investigated, withheld while the investigation is completed, or removed when there is a reasonable basis to do so.

Customers may report a review that they believe is fake, misleading, unlawful or otherwise breaches this policy by contacting:

support@merenlo.co.uk

Please identify the relevant product, review and reason for the report.

Merenlo may collect, manage and display customer reviews on product pages where reviews are available.

Review information is handled in line with this policy and our Privacy Policy.

Merenlo is operated by BJ-Ecom B.V.

J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands

Email: support@merenlo.co.uk