Refund policy
This Return & Refund Policy explains the statutory cancellation and withdrawal rights that may apply to your order, as well as Merenlo's voluntary 30-day return policy.
Different rules may apply depending on your delivery country and the reason for your return. Nothing in this policy limits your mandatory statutory consumer rights.
1. Return routes
Merenlo provides the following return routes:
- United Kingdom: statutory cancellation rights for eligible distance purchases.
- Republic of Ireland: statutory cancellation/withdrawal rights for eligible distance purchases under Irish/EU consumer law.
- Merenlo voluntary 30-day return policy: an additional commercial return option offered by Merenlo.
- Faulty or non-conforming goods: separate statutory rights apply where goods are faulty, damaged, incorrect, misdescribed or otherwise not in conformity with the contract.
2. United Kingdom — statutory cancellation right
For eligible online purchases delivered in the United Kingdom, you normally have the right to cancel the contract without giving a reason.
The cancellation period ends 14 days after the day on which you, or a third party nominated by you other than the carrier, receives the goods.
For an order containing multiple goods delivered separately, the applicable period normally runs from receipt of the last relevant item.
How to cancel
Before the cancellation period expires, send Merenlo a clear statement that you wish to cancel the contract:
Email: support@merenlo.co.uk
You do not need to give a reason and cancellation is not subject to discretionary approval.
You may use the Model Cancellation Form in section 12 below, but you are not required to use it. Any clear statement communicating your decision to cancel is sufficient.
Returning goods after cancellation
After notifying Merenlo of a statutory cancellation, you must send the goods back without undue delay and normally no later than 14 days after notifying us of the cancellation.
The return address is published in section 8 below. You do not need to contact customer service merely to obtain the return address.
Refund following UK statutory cancellation
Where the statutory cancellation right applies, Merenlo will refund:
- the price paid for the cancelled goods; and
- the cost of the least expensive standard delivery option offered for the order, where required by law.
Any supplementary amount resulting from your choice of a more expensive delivery method than Merenlo's least expensive standard option does not have to be refunded.
Unless Merenlo has offered to collect the goods, we may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.
The reimbursement will be made using the same payment method used for the original transaction unless you expressly agree otherwise, and without a fee imposed by Merenlo for the reimbursement.
3. Republic of Ireland — statutory cancellation / withdrawal right
For eligible online purchases delivered in the Republic of Ireland, you normally have the right to cancel the contract without giving a reason.
For ordinary goods, the cancellation period normally expires 14 days after the day on which you, or a third party nominated by you other than the carrier, acquires physical possession of the goods.
Different starting rules apply where multiple goods, lots or pieces are delivered separately.
How to exercise the right
Before the cancellation period expires, you may communicate an unequivocal statement of your decision to cancel by emailing:
You may also use the model withdrawal form or Merenlo's online withdrawal function. Use of the model form is optional.
Withdraw from contract / view Irish-EU withdrawal information
Exercising a statutory withdrawal right is a notification of your decision and is not an application requiring Merenlo's discretionary approval.
Returning goods after withdrawal
After exercising the statutory right, you must return the goods without undue delay and in any event no later than 14 days after the day on which you informed Merenlo of your decision to cancel.
The deadline is met if the goods are sent before that 14-day return period has expired.
Refund following Irish statutory cancellation
Where the statutory cancellation right applies, Merenlo will reimburse payments received for the cancelled goods, including the cost of the least expensive type of standard delivery offered by Merenlo, where required by applicable law.
Supplementary delivery costs resulting from your choice of a more expensive delivery method do not have to be reimbursed.
Reimbursement will be made without undue delay and, subject to the lawful right to withhold reimbursement described below, no later than 14 days after Merenlo is informed of your decision to cancel.
Unless Merenlo has offered to collect the goods, we may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.
The reimbursement will be made using the same payment method used for the original transaction unless you expressly agree otherwise and provided that you do not incur fees as a result of the alternative reimbursement method.
4. Handling goods during the statutory cancellation period
Where a statutory cancellation or withdrawal right applies, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning — broadly comparable to what you could reasonably do in a physical shop.
If goods have been handled beyond what is reasonably necessary for that purpose, Merenlo may make a lawful deduction for any resulting reduction in value where applicable law allows this.
5. Exceptions to statutory cancellation
Statutory cancellation or withdrawal rights may not apply to certain categories of goods where a lawful exception applies.
Examples can include:
- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons after they have been unsealed, where the legal conditions for that exception are satisfied;
- other goods expressly excluded under applicable consumer law.
Merenlo does not apply a blanket statutory-return exclusion merely because an item is discounted, swimwear, underwear, footwear or an accessory.
Where a statutory exception genuinely applies to a product, it should be disclosed clearly before purchase.
6. Merenlo voluntary 30-day return policy
In addition to statutory rights, Merenlo offers a voluntary return policy for up to 30 days after delivery.
This voluntary policy does not replace or shorten any statutory cancellation, withdrawal, faulty-goods or conformity rights.
A return made more than 14 days after delivery is not automatically a voluntary return. If you exercised a statutory cancellation or withdrawal right within the applicable statutory notification period and are returning the goods within the applicable statutory return period, the statutory rules continue to apply.
Conditions for a voluntary return
Where a return is made solely under Merenlo's voluntary policy, the item must normally be:
- unworn;
- unwashed;
- unused;
- in its original condition; and
- returned with original tags attached, where applicable.
These additional voluntary conditions do not apply in a way that removes or restricts statutory rights.
Starting a voluntary return
Contact Merenlo no later than 30 days after delivery:
Please include:
- your order number;
- the email address used for the order; and
- the item you wish to return.
You do not have to provide a reason in order to request a voluntary return.
The return address is already published below. Contacting support is useful for associating the return with your order, but it is not a gate to obtaining the address.
7. Return shipping costs
For ordinary change-of-mind returns, including statutory cancellations where applicable law permits this, you are responsible for the direct cost of returning the goods unless Merenlo has agreed otherwise or applicable law requires Merenlo to bear that cost.
The designated return address is in China. The cost of return shipping can therefore vary depending on your location, carrier, parcel dimensions, weight and shipping service.
We recommend using a shipping service that provides tracking or other reliable proof of dispatch.
If goods are faulty, damaged, defective, incorrect, misdescribed or otherwise non-conforming, you will not be required to bear return costs that are Merenlo's responsibility under applicable consumer law.
8. Return address
Returns that are to be sent to Merenlo's designated return centre should be addressed to:
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 Merenlo's designated customer return address. It is separate from BJ-Ecom B.V.'s registered business address in the Netherlands.
Do not send returns to the registered business address in Zoetermeer unless Merenlo has expressly instructed you to do so for that specific return.
9. Faulty, damaged, incorrect or non-conforming goods
Statutory rights relating to faulty, damaged, defective, incorrect, misdescribed or otherwise non-conforming goods are separate from the change-of-mind return rules above.
If there is a problem with an item, contact:
Where relevant, please provide:
- your order number;
- the email address used for the order;
- a description of the issue; and
- photos of the item and packaging where they reasonably help demonstrate the issue.
Please contact us as soon as reasonably possible after discovering a problem. Any request to contact us promptly is intended to help resolve the matter and does not create a 24-hour, 48-hour or similar deadline that removes your statutory rights.
Where Merenlo is legally responsible for the return costs of non-conforming goods, Merenlo will bear those costs.
10. Refunds under the voluntary return policy
If a return is accepted solely under Merenlo's voluntary 30-day return policy, the purchase price of the returned item will normally be refunded to the original payment method.
Original outbound shipping charges are not normally refunded for a purely voluntary change-of-mind return unless Merenlo agrees otherwise or applicable law requires reimbursement.
Once Merenlo has issued the refund, your bank or payment provider may require additional time to make the funds visible in your account.
11. Refund currency
Refunds are normally issued in the currency in which the relevant order was paid:
- United Kingdom: pounds sterling (GBP)
- Republic of Ireland: euro (EUR)
Refunds are normally returned to the original payment method, subject to applicable law and payment-provider rules.
12. Model Cancellation Form — United Kingdom
You may use the following form if you wish to cancel an eligible UK distance contract. Use of this form is optional.
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 for the sale of the following goods:
Goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Email address:
Date:
Signature of consumer(s), only if this form is submitted on paper:
A clear cancellation statement sent to support@merenlo.co.uk is equally acceptable.
13. Republic of Ireland model withdrawal form and online function
Republic of Ireland customers may exercise an applicable statutory withdrawal right by:
- sending Merenlo an unequivocal withdrawal statement by email;
- using the applicable model withdrawal form; or
- using Merenlo's online withdrawal function.
View the Right of Withdrawal page and online withdrawal function
Where the online withdrawal function is used, Merenlo will provide the applicable electronic acknowledgement of receipt.
14. Exchanges
Exchanges may be available depending on stock.
If you would prefer another size, colour or item, contact support@merenlo.co.uk.
If an exchange is unavailable, you can use the applicable return route and, if desired, place a new order.
Exchange availability does not limit statutory rights.
15. Order changes and cancellations before dispatch
If you want to change an item, size, colour or delivery detail, contact Merenlo as soon as possible.
We will help where we still can, but order changes cannot be guaranteed once processing has started or the parcel has been dispatched.
This operational limitation on order changes does not remove any statutory cancellation or withdrawal right that applies after an order has been placed or dispatched.
16. Your statutory rights
Nothing in this voluntary return policy excludes, limits or replaces rights available under applicable consumer law.
This includes rights relating to eligible distance-contract cancellation or withdrawal and rights where goods are faulty, damaged, incorrect, misdescribed or otherwise not in conformity with the contract.
If a voluntary policy term conflicts with a mandatory statutory right, the statutory right applies.
17. Contact
Merenlo
Operated by BJ-Ecom B.V.
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Chamber of Commerce (KvK): 89168402
VAT: NL864899269B01
Email: support@merenlo.co.uk