Refund policy

Last Updated: August 2026

At Merbees, we want you to shop with confidence. If you receive a defective, damaged, or incorrect product, we are here to help. This Return & Refund Policy explains the conditions and process for requesting a return and refund.

1. Return Eligibility

You may request a return within 30 days from the date of delivery.

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 promotional items originally supplied with the order.
Be accompanied by your order number or other proof of purchase.

Returns are accepted for products that are defective, damaged, or incorrectly supplied, subject to the conditions of this policy.

Change-of-mind returns are not accepted. This includes situations where you no longer want the product, ordered the wrong product, or simply changed your mind.

2. How to Request a Return

To request a return:

Contact our Customer Support team by email at support@merbees.com.
Provide your order number and explain the reason for the return.
For damaged or defective products, provide clear photos or videos within 1 day of delivery showing the issue.
Our customer support team will review your request and provide return instructions.
Once your return is approved, carefully package the product and send it to the return address provided by our team.

Please do not send a product back without contacting us first, as an unauthorised return may delay the processing of your refund.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and within 1 day of delivery for damaged items.

Please provide:

Your order number.
A description of the issue.
Clear photos or videos showing the damage, defect, or incorrect product.
Photos of the product packaging where relevant.

This information helps us assess the issue and process your return request efficiently.

4. Return Shipping Costs

Return shipping is free of charge.

Merbees will cover the cost of returning an eligible product under this policy. Our customer support team will provide the appropriate return instructions after your return request has been approved.

There is no difference in return shipping arrangements based on the type of eligible return.

5. Return Address

Approved returns should be sent to:

Mooskaa LTD
17 King Edward's Road
HA4 7AE
London
United Kingdom

Customers should wait for return instructions from Merbees before sending a product to this address.

6. Inspection of Returned Items

Once we receive your returned item, we will inspect it to confirm that it meets the applicable return conditions.

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

If the returned item does not meet the applicable conditions, the return or refund may be refused where permitted by applicable law.

7. Refunds

Once the returned item has been received and approved, your refund will be processed.

Refunds are processed within 7 business days after we receive the returned item.
Refunds will be issued to the original payment method used for the purchase.
Your payment provider or bank may require additional time for the refunded amount to appear in your account.
You will receive confirmation by email once your refund has been processed.

Merbees does not charge any restocking fee for approved returns.

8. Exchanges

Merbees does not offer exchanges.

If an eligible product needs to be returned, the applicable refund will be processed according to this policy.

9. Non-Returnable Situations

While eligible defective, damaged, or incorrect products may be returned within the applicable return period, we cannot accept returns where:

The product has been used or opened.
The product has been damaged after delivery due to misuse or improper handling.
The product has been altered or modified after delivery.
The original packaging or required accessories are missing.
The return is requested solely because the customer has changed their mind.
The return request falls outside the applicable 30-day return period.

This policy does not affect any statutory rights that cannot legally be excluded or restricted.

10. Order Cancellations

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

If the order has not yet been processed or dispatched, we will review the cancellation request and, where possible, cancel the order and issue a refund.

If the order has already been dispatched, cancellation may no longer be possible. In such cases, the product must be handled in accordance with this Return & Refund Policy.