Refund policy

11. Returns, Refunds and Exchanges

We want you to be happy with your Merri & Fable purchase. If you change your mind about an online order, you generally have the right to cancel within 14 days of receiving your goods.

Changing your mind

For most online purchases, you have:

• 14 days from the day after receiving your order to tell us that you wish to cancel.

• A further 14 days after telling us to return the goods.

You do not need to give a reason for cancelling. To request a return, please email us at hello@merriandfable.com , including your order number and the item you wish to return.

Condition of returned items You may handle an item to the extent necessary to establish its nature, characteristics and fit, as you would in a shop. Please return items in their original condition, with labels and packaging where reasonably possible. If an item has been handled beyond what is necessary and its value has been reduced, we may be entitled to make a deduction from your refund in accordance with the law.

Return postage Unless an item is faulty, damaged or incorrectly supplied, you will be responsible for the direct cost of returning it. This will be made clear before you place your order. If an item is faulty, damaged or incorrect, please contact us before returning it so that we can help arrange an appropriate solution.

Refunds Where you exercise your statutory right to cancel, we will refund you using the original payment method. This will include the cost of standard delivery where required by law, but not any additional cost you chose to pay for a more expensive delivery option. We will issue your refund within 14 days of receiving the returned goods or, where earlier, receiving evidence that you have sent them back.

Exchanges If you would prefer a different size or product, please contact us. Exchanges are subject to availability and may need to be processed as a return and a new order.

Faulty or damaged items If your item is faulty, not as described or otherwise does not meet your legal rights, please contact us with your order number and, where helpful, photographs of the issue. Your statutory rights under the Consumer Rights Act 2015 are not affected by this returns policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

Exceptions to the right to cancel Some items, such as genuinely personalised or custom-made goods, may be exempt from the usual 14-day change-of-mind cancellation right. If an exception applies to a particular product, we will explain this clearly before you place your order. This does not affect your rights if the item is faulty or does not meet the contract.