Refund policy

Made to order product returns

For all our made to order products, you have 14 days to cancel your order from the moment it was placed. After 14 days, cancellation is not possible due to the bespoke nature of the product and the production process. If you wish to cancel after 14 days, you will be charged the full price of the order. This does not affect your statutory legal rights

Unfortunately, we cannot accept returns on sale/promotional items.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds of damaged goods
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@merseamutts.co.uk