RETURNS

Right to cancel

When you buy goods using our online / mail order service you have a short time to change your mind and return the goods.  This is set out in the Consumer Contracts Regulations 2013 and other regulations.  The Regulations give you the opportunity to examine goods, just as you could if you were shopping in person.

Procedure

You must notify us within 14 days of receipt of the goods, by email to info@merrywood.co.uk.

You must also arrange return of the goods to the address which we advise you of. They must arrive with us within 30 days. Return shipping is at your expense and risk. 

The goods must be in the same saleable condition as when we sent them to you.

You are entitled to a refund of the amount originally paid to us for goods and of the standard shipping charge on those goods.  Any extra paid for enhanced shipping will not be refunded.

Saleable condition

Should you return goods they must be in the same saleable condition as when we sent them to you. You can only handle the goods in a way that would be acceptable in a shop. Please be aware, for example, that:

- We cannot accept the return of items where hygiene might have been compromised, because we cannot resell them. Soaps, shampoo bars, butter bars, bath bombes or bath salts are all wrapped to preserve hygiene. If they have been unwrapped we cannot accept them back;

- To open one of our decorated gift boxes you can’t avoid cutting the wrapping, which means that they are no longer in a saleable condition; 

- Custom made goods cannot be returned, as they were customised to your requirements.

If you would like a better opportunity to examine the goods in person we attend craft shows and artisan markets. We’ll be happy to give you dates and details. We don’t though have any products on display at our own premises or accept callers in person.

Damaged goods

If a parcel is evidently damaged when it arrives, please photograph it whilst it is in the hands of the postman. Reject it if it is so evident that the contents will be damaged or missing. Should the goods prove to be damaged when you unwrap them please take a photograph and contact us within 24 hours.  No such claims will be accepted after 24 hours have elapsed.  Contact us at info@merrywood.co.uk

Defective goods

If you believe that the goods we have sent are defective please contact us immediately.  No such claims will be accepted after 24 hours have elapsed. Contact us at info@merrywood.co.uk

Return of damaged or defective goods

We will ask you to return all of the damaged or defective goods to us.  We will advise you of the return address. Goods must be returned within 7 days of notification. Please wrap them up securely in their original packaging, or package them to an equivalent standard, and obtain proof of posting. We will provide replacement goods unless we are out of stock of them.

Issued: July 2020, revised January 2021