Last Updated: August 2026

At Merbees, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. This Return & Refund Policy explains how returns, exchanges, and refunds are handled.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned in its original packaging.
• Include all accessories, manuals, tags, and any promotional items that were included with the purchase.
• Be accompanied by proof of purchase or your order number.

We accept returns for both defective and non-defective products, subject to the conditions outlined in this policy.

2. How to Start a Return

To initiate a return:

1. Contact our Customer Support team at support@merbees.com.
2. Include your order number and the reason for your return.
3. Our team will provide return instructions and, where applicable, the return shipping address.
4. Carefully package your item and send it using the instructions provided.

Please do not return products without first contacting us, as this may delay the processing of your refund.

3. Return Shipping Costs

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or incorrect:

• Return shipping is free of charge.
• We will provide a prepaid return label where applicable or reimburse reasonable return shipping costs.

Change of Mind

If you wish to return an item because you changed your mind or ordered the wrong product:

• You are responsible for the return shipping costs.
• Original shipping charges, if any, are non-refundable unless required by applicable law.

4. Inspection of Returned Items

Once your returned item has been received, we will inspect it to ensure it meets the return conditions.

If additional information is required, our customer support team will contact you.

5. Refunds

Once your return has been approved:

• Your refund will be issued to the original payment method.
• Refunds are processed within 7 business days after approval.
• Depending on your payment provider or bank, it may take an additional 5–10 business days for the funds to appear in your account.

You will receive an email confirmation once your refund has been processed.

6. Exchanges

If you would like to exchange an item for another size, colour, or product, please contact our customer support team.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product or a refund.

7. Non-Returnable Items

For health, hygiene, or safety reasons, certain products cannot be returned once opened or used.

Any products that are not eligible for return will be clearly identified on the relevant product page.

We also cannot accept returns for items that:

• Show signs of use or damage caused after delivery.
• Are missing original packaging or accessories.
• Have been altered or modified after purchase.

This does not affect your statutory rights if the item is faulty or not as described.

8. Restocking Fees

Merbees does not charge any restocking fees for approved returns.

9. Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Orders that have not yet been processed or dispatched may be cancelled for a full refund.

Once an order has been shipped, it must be returned in accordance with this Return & Refund Policy.

10. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us.

Website Name: Merbees

Company Name: Mooskaa LTD

Company Number: 14225989

Registered Address:
17 King Edward's Road
HA4 7AE
London
United Kingdom

Email: support@merbees.com

Phone: +44 7418 396773

Customer Service Hours

Monday – Friday: 9:00 AM – 6:00 PM (GMT)
Saturday – Sunday: Closed

Response Time: We aim to respond to all enquiries within 1 business day.