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Returns and Refunds
We know that sometimes the items you thought you’d love just don’t fit or suit as expected. If you’re not completely satisfied with an item you’ve purchased, we’ll gladly accept a return based on the following:
- The item must be returned within 30 days of purchase with invoice paperwork.
- Items and their packaging must be in original condition, unworn with tags attached.
- Return your items via a parcel carrier of your choice. We do not cover the cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed. Please allow up to 10 working days for a return or exchange to be processed.
- Items listed as final sale are not eligible for a change of mind refund but will be eligible for exchange to a different size.
- For further information, please see below:
Money Back Guarantee
Our money back guarantee is what makes this risk free. If you have proof that you purchased the goods from our Merrell NZ online store within the last 30 days, you can obtain a refund. A refund will be made in the same tender as the original purchase. Product returned must be unused and in a condition where it could be resold. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed.
We offer a manufacturing defect warranty on all products inline with the Consumer Guarantees Act. This warranty does not cover normal wear and tear, accidental damage, improper care, improper use, fit issues or the natural breakdown of materials over extended time and/or use.
Exchange
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc.) or another product of the same value. If you would like to exchange your purchase for an item of a different value, we would recommend purchasing the new item online for quicker shipment, and returning your current purchase for a refund. Alternatively you can wait for us to refund your return, and then we can place your new order over the phone with you. Please include your packing slip or invoice/order number (MerrellNZ# 5 digits). As mentioned above, products returned or exchanged must be unused, with packaging intact and all labels etc. returned with the item in order for the product to be resold. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed.
Faults/Repairs
Merrell products are warranted against manufacturing defects in material and workmanship, in-line with the Consumer Guarantees Act, however, this guarantee does not cover wear and tear, accidental damage, improper care, improper use, fit issues or the natural breakdown of materials over extended time and/or use.
If you have an issue with a product you purchased from Merrell NZ which you believe is faulty/repairable and still under warranty please contact our Customer Service Team (info@merrellstore.co.nz) to arrange the return of your item for warranty inspection. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed. If the returned product can be repaired and is still under warranty then the repair will be at our expense. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer. We will contact you prior to advise this and ask for payment to be made prior to the start of the repairs.
We kindly request that any potential faults be brought to our attention as soon as they arise. Failing to do so might result in the denial of your warranty claim. We want to ensure that any issues are addressed promptly and effectively. Please don't hesitate to reach out if you encounter any concerns – we're here to help!
Return Form
You should find a copy of our return form at the back of your packing slip. However if you no longer have this, you can find it below. All instructions for shipping are on this form. Please keep a record of your shipment until you have received your exchange or refund. Exchanges and refunds can take up to 10 working days to be processed. If you have any questions please contact our Customer Service Team: info@merrellstore.co.nz.Merrell Return Form
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Merrell NZ (Distributed by Nevada Sport Ltd). In the event that goods sold are not of good quality or are faulty, the customer has the right to a remedy. Merrell NZ has the right to repair, replace or refund the product within a reasonable period of time.
