Returns Policy

The item I received is not the item I ordered

We’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Jane Henry Merino. You will be provided with a no-cost return-addressed courier satchel (or similar) and process your refund or replacement within 2–3 days of receiving your item.

The item I ordered was damaged in transit

If your item was damaged between leaving Jane Henry Merino and arriving at your delivery address you will receive a full refund or replacement. Courier Post will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed.

The item I ordered arrived faulty

Please arrange with Jane Henry Merino to return the item for checking. If we confirm that the item was damaged before leaving Jane Henry Merino, or was damaged out of the box, your item will be replaced by Jane Henry Merino free of charge. A refund may also be offered in some circumstances.

The item I ordered did not arrive

If your item did not arrive the first thing to do is request a “track and trace” on your item from the Courier Post web site.

Go to the Courier Post web site

Alternatively you can call Courier Post on 0800 COURIER (0800 268 743).

If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with Courier Post on your behalf.

Regrettably, neither Jane Henry Merino nor Courier Post are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.

I've changed my mind and no longer want the item I ordered

Unfortunately we’re unable to accept a return if you've simply changed your mind or no longer want the item.

I've had my item for a while, but it no longer works as described

We will assist where possible with the replacement of faulty items.

Jane Henry Merino is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.