Return and Exchange Policy

At Merino Protect, we are committed to providing high-quality products and services. We understand that sometimes the item you receive may not meet your expectations, or you may need a different size or color. To ensure you have a satisfying shopping experience, we’ve tailored the following return and exchange policy for various situations:

A. Return Period
You have 30 days from the date of receiving your item to initiate a return request.

B. Return and Exchange Conditions
a) The item must be in its original condition, unused, unwashed, undamaged, and with all original packaging and tags intact. If your order included any gifts, they must also be returned. Please contact us for confirmation before returning.
b) Ensure the item is free from any odors (such as perfume, body odor, etc.) or stains.
c) Promotional and sale items (such as those Free gift) are not eligible for return or exchange. If the item has been used, personalized items or intimate products (such as underwear and socks) are not eligible for return. However, if within six months of purchase, please contact us, and we will provide a free replacement under our warranty policy. Click here to view our warranty policy.

C. Non-Returnable Items
a) Items that have been used or washed.
b) Promotional or sale items.
c) Gift cards and custom products.

D. Return and Exchange Process
a) Contact Merino Protect's customer service team to obtain a Return Authorization Number.
b) Return the item(s) along with the original packaging, tags, and Return Authorization Number to the specified return address (please ask customer service for the return address; returns sent without authorization will not be accepted). Additionally, if you received any promotional gifts, please return them as well (e.g., wool shoes or vests given as part of a promotion).
c) We recommend using a traceable shipping method to ensure the safe return of your items. After shipping, please provide us with the tracking number and carrier information. Merino Protect is not responsible for lost items if no tracking information is provided, or if the tracking information is incorrect.

E. Return Shipping Costs
For returned items:
a) Unless the item is defective upon unboxing, the customer is generally responsible for the return shipping cost.
b) If an unused item is returned due to a defect discovered after opening the package, we will issue a full refund after inspecting the item and may offer additional compensation at Merino Protect’s discretion.

F. Exchange and Return Shipping Costs
To avoid returns or exchanges due to size issues, we recommend checking the size chart before making your purchase. If a return or exchange is necessary, the customer is responsible for return shipping costs, while Merino Protect will cover the shipping costs for the exchange.

G. Refund Processing
a) We will process your refund within 7 business days of receiving and inspecting the returned item(s).
b) Refunds will be issued to the original payment method. The time it takes for the refund to be credited to your account may vary depending on your payment provider.

We are dedicated to providing high-quality products and excellent customer service. If you have any questions or need assistance, please don’t hesitate to contact our customer service team.