Returns & Refunds
RETURNS & REFUNDS POLICY
At MERVENS, we stand behind every piece. If something isn't quite right, we've made returns and refunds simple and straightforward.
1. 30-DAY RETURNS & REFUNDS WINDOW
You have 30 days from delivery to return your item for a full refund or exchange.
To qualify for a return, contact us at contact@mervens.com with:
- Your order number
- Reason for return
- Photos (if applicable)
Our team will provide return instructions and our return address.
2. RETURN ELIGIBILITY
Items Eligible for Return
✓ Unworn and unwashed
✓ In original condition
✓ In original packaging with all tags attached
✓ Not damaged through customer use or care
Items NOT Eligible for Return
✗ Sale or clearance items (marked "Sale" or discounted 20%+)
✗ Final Sale items
✗ Swimwear (hygiene reasons)
✗ Undergarments
✗ Items showing signs of wear or damage
✗ Items with tags removed or damaged
✗ Special order or made-to-order pieces
3. RETURN PROCESS
Step 1: Contact Us
Email contact@mervens.com with your order number and reason for return.
Step 2: Receive Instructions
Our team will review your request and provide:
- Return authorization
- Our return address
- Instructions for packing and shipping
Step 3: Ship Your Item
You are responsible for:
- Paying return shipping costs (AUD $15–$30 depending on carrier)
- Packing your item securely
- Using your preferred carrier (Australia Post, Aramex, etc.)
- We recommend tracked shipping
Step 4: Inspection
Once received, we inspect the item to confirm it meets return conditions.
Step 5: Refund Processing
Approved returns are refunded within 5–7 business days of inspection to your original payment method.
4. RETURN SHIPPING COSTS
Who Pays Return Shipping?
YOU are responsible for return shipping costs.
Costs vary depending on:
- Item weight
- Carrier selected
- Shipping speed
How to Ship Your Return
1. Pack your item securely in a box
2. Take it to your preferred carrier
3. Pay for the shipping label
4. Keep your tracking number and receipt
5. Email us your tracking number so we can monitor arrival
Tracking Your Return
Use your carrier's tracking number to monitor your return shipment and ensure safe delivery.
Important: We are not responsible for lost or damaged return shipments. We recommend using tracked shipping and keeping your receipt as proof of return.
5. REFUND DETAILS
Refund Timeline
Refunds are processed and issued within 5–7 business days of inspection approval to your original payment method.
Please allow 3–5 additional business days for the credit to appear in your account, depending on your bank.
Refund Amounts
Full Refund (Item Price)
✓ Original item price in full
✓ Minus original shipping costs (non-refundable)
✓ Minus any customs fees or duties already paid
Note: Your return shipping costs are NOT refunded. These are your responsibility.
Non-Refundable Amounts
✗ Original shipping costs (always non-refundable)
✗ Return shipping costs (your responsibility)
✗ Any customs fees or duties already paid
✗ Gift wrap or special packaging
Refund Method
Refunds are issued to your original payment method:
- Credit/Debit Card: 3–7 business days
- PayPal: 3–7 business days
- Other Payment Methods: 5–10 business days
Tracking Your Refund
Once approved, you'll receive a confirmation email with:
- Refund amount
- Expected processing date
- Instructions to track refund status
6. EXCHANGES
Exchange Eligibility
Important: Due to limited quantities, we cannot guarantee your desired size is in stock.
How to Exchange
1. Email contact@mervens.com.au with your order number and desired size
2. If the size is in stock, we'll provide return instructions
3. You ship your original item using your preferred carrier (you pay shipping)
4. Once received and inspected, we'll ship your new size
5. If your size is not in stock, an exchange is not possible
Exchange Shipping
- Return shipping: You pay (AUD $15–30)
Exchange vs. Refund
If your desired size is not available:
- You can wait for restock (we'll notify you when it's back)
- Or proceed with a full refund (minus your return shipping costs if already paid)
- Your choice
7. DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective due to manufacturing:
1. Contact us within 48 hours with photos of:
- The defect or damage
- Your tracking number
2. We'll provide a return address and arrange a replacement or refund
MERVENS Covers All Costs for Manufacturing Defects:
✓ Return shipping (we'll reimburse you or provide prepaid label)
✓ Replacement item
✓ Replacement shipping
Exception: Damage to outer packaging does NOT constitute a defective item if the product itself is intact.
8. WRONG ITEM RECEIVED
If you received the wrong item:
1. Contact us immediately at contact@mervens.com.au
2. We'll arrange a return and replacement
MERVENS Covers All Costs for Wrong Items:
✓ Return shipping (we'll reimburse or provide prepaid label)
✓ Correct item shipped FREE
✓ No deduction from refund
Wrong items are ALWAYS our responsibility.
9. REFUND DELAYS OR ISSUES
If Your Refund Doesn't Appear
1. Check your original payment method (card/PayPal account)
2. Allow extra time if you used a slower payment method
3. Check with your bank—sometimes refunds are pending
4. Contact us if refund is delayed beyond 10 business days
Disputed or Missing Refunds
Contact us immediately at contact@mervens.com.au with:
- Your order number
- Refund confirmation email
- Payment method details (last 4 digits)
We'll investigate and resolve within 5 business days.
10. INELIGIBLE RETURNS & NON-REFUNDABLE ITEMS
Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
✗ Sale or clearance items (20%+ discount or marked "Sale")
✗ Final Sale items
✗ Swimwear (hygiene reasons)
✗ Undergarments
✗ Items showing signs of wear or washing
✗ Items with tags removed or damaged
✗ Special order or made-to-order pieces
✗ Items purchased during flash sales or limited-time promotions
Used Items
Items that have been worn, washed, or show any signs of use are not eligible for return or refund, even if tags are attached.
Important: If you've already paid for return shipping on an ineligible item, that cost is not refunded.
11. RETURN INSPECTION & REJECTIONS
Upon receipt, all returns are inspected to confirm:
- Item is unworn and unwashed
- Original tags are attached and intact
- Item is in original packaging
- No damage from customer use
What Happens If Return Is Rejected
Items that do not meet return conditions will be:
- Deemed ineligible for return
- Reshipped to you at your expense
- No refund will be issued
We'll notify you within 5 business days of inspection if your return is rejected and provide details on why.
12. PARTIAL REFUNDS
Partial Refunds (Limited Cases)
In rare cases, a partial refund may be issued if:
- Item has minor defects not visible at inspection
- Seams are slightly loose
- Minor manufacturing inconsistencies
- Item is still wearable
MERVENS will contact you within 5 business days if a partial refund is offered and explain the reason.
13. EXCHANGES SUBJECT TO AVAILABILITY
Due to limited quantities per size and color, we cannot guarantee availability of your desired size.
If Your Size Is Not in Stock
- We'll notify you immediately
- You can wait for restock (we'll hold your return)
- Or proceed with a full refund (minus return shipping if already paid)
- Or request an alternative size
Restock Timeline
We typically restock popular sizes within 8 weeks. We'll email you as soon as your size is back in stock.
14. BULK OR MULTIPLE RETURNS
If you're returning multiple items from one order:
1. Contact us to request our return address
2. You can include all items in one shipment (saves on return shipping)
3. List each item in your return request email
4. Each item will be inspected individually
Refunds for multiple items are processed together once all items pass inspection.
15. LIABILITY & DISCLAIMERS
MERVENS is NOT responsible for:
- Items damaged after you ship them
- Items lost in the return shipping process
- Claims not filed within 30 days of delivery
- Worn items or items showing use
- Damage to items due to customer care or handling
- Lost return shipments without tracking
Return Window
The 30-day return window begins on the date your parcel is marked "Delivered" by the carrier. Returns requested after 30 days will not be accepted.
Refund Guarantee
While MERVENS processes refunds promptly, we are not responsible for delays caused by:
- Your bank's processing times
- Payment processor delays
- International banking transfers
- Payment method restrictions
16. CONTACT INFORMATION
For returns, refunds, exchanges, or questions:
contact@mervens.com
Customer Service Hours (AEST):
Monday – Friday: 10:00 AM – 5:00 PM
Saturday – Sunday: 10:00 AM - 3:00 PM
We aim to respond within 24–48 hours during business days.
Return Address (for shipping)
By placing an order with MERVENS, you acknowledge and agree to all terms in this Returns & Refunds Policy.
