Merino Road – Returns & Exchanges Policy

At Merino Road, we take pride in producing quality Australian-made merino clothing, knitwear and custom-made garments.

As a small Australian manufacturing business, many of our products are carefully knitted, cut, sewn and finished in-house. We encourage customers to choose carefully before placing an order.

Change of Mind & Incorrect Sizing

Merino Road DOES NOT offer refunds for change of mind, incorrect size selection, colour preference or simply deciding that an item is no longer wanted.

For standard, ready-made products only, exchanges or store credits may be considered at our discretion if requested within 14 days of delivery.

To be eligible for consideration:

• The garment must be unworn, unwashed, unaltered and in its original saleable condition.

• All original tags and labels must remain attached.

• Proof of purchase must be provided.

• The garment must be free from marks, odours, make up, perfume, deodorant, pet hair, damage or signs of wear.

• There is NO return or exchanges accepted on Gift cards.

• For health and safety reasons, we are unable to exchange or return socks, feetwarmers, footwear or headwear.

• There is no return, exchange or refund on sale items.

• The customer is responsible for all return and replacement postage costs.

Approval must be obtained from Merino Road before returning any item.

Merino Road reserves the right to decline change-of-mind returns or exchanges that do not meet these conditions.

Custom-Made, Made-to-Order & Personalised Products

All custom-made, made-to-order, embroidered, personalised and altered garments are final sale for change-of-mind purposes.

We do not accept change-of-mind returns, refunds or exchanges for these products, including where:

• Incorrect measurements or sizing have been supplied by the customer.

• The customer changes their mind about the design, colour, fabric or style.

• The customer no longer requires the garment.

• The finished garment matches the specifications approved by the customer.

Customers are responsible for checking all measurements, sizing, colours, embroidery details and design specifications before approving production.

Once production has commenced, changes or cancellations are not guaranteed and may incur additional costs.

Sizing & Measurements

We provide sizing information to assist customers in selecting the correct garment.

Customers are encouraged to check the size guide carefully before purchasing and contact us if they require assistance.

Where a garment has been supplied in the size ordered and meets its advertised specifications, Merino Road is not obliged to provide a refund or exchange solely because the customer has selected an unsuitable size.

For custom-made garments, measurements supplied or approved by the customer will be used for production.

Natural Wool Characteristics & Garment Care

Merino wool is a natural fibre, and minor variations in texture, shade and appearance may occur.

Pilling can occur through normal friction and wear and is not automatically considered a manufacturing fault.

Customers are responsible for following the care instructions supplied with their garments.

Damage caused by incorrect washing, excessive heat, unsuitable detergents, improper storage, accidental damage or general wear and tear is not considered a manufacturing defect.

Faulty, Damaged or Incorrect Products

Merino Road carefully checks garments before dispatch.

If you believe your item is faulty, damaged or incorrect, please contact us with your order details, a description of the issue and photographs where possible.

We will assess the matter in accordance with Australian Consumer Law.

Return Postage

For approved change-of-mind exchanges, all return and replacement postage costs are the responsibility of the customer.

We recommend using a tracked postage service, as we cannot take responsibility for parcels lost in transit before they reach us.

How to Contact Us

All return and exchange enquiries must be made directly to Merino Road before returning an item.

Merino Road
Website: www.merinoroad.com.au
Email: merinoroad@gmail.com

Phone: 0427 277 322

Please include your order number, purchase details and reason for your enquiry.

Thank You for Supporting Australian Made

Every Merino Road purchase supports Australian craftsmanship, quality natural fibres and local manufacturing.

We appreciate your support of our small Australian business and hope you enjoy wearing your Merino Road products for many years to come.

Merino Road – Australian Made, Naturally.