Refund Policy

Returns & Refund Policy

Merlin Outdoor
Last updated: July 2026

We want you to love your Merlin Outdoor towel hoodie. If something isn't right, we'll do everything we can to make it right. This policy is written to be clear and straightforward, no small print, no awkward processes.

Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason, without needing to give an explanation.

Once you've told us you want to cancel, you have a further 14 days to return the item to us.

To cancel your order, contact us at:
info@merlinoutdoor.com
Please include your name, order number, and a brief note that you'd like to cancel.

We'll confirm receipt of your cancellation by email and issue a return order number which must be displayed.

Condition of returned items

To receive a full refund, returned items must be:

- Unworn and unwashed
- In original condition with all tags attached
- Free from odours, marks, or signs of use

If an item is returned in a condition that suggests it has been worn or used, we reserve the right to reduce the refund amount to reflect any loss in value. This does not affect your statutory rights regarding faulty goods.

How to return an item

1. Email us at info@merlinoutdoor.com with your order number and reason for return
2. We'll reply within 2 business days with return instructions and our return address
3. Pack the item securely — we recommend using the original packaging where possible
4. Send the item back using a tracked delivery service and keep your proof of postage

Return postage costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked service as we cannot accept responsibility for items lost in transit.

Refunds

Once we receive and inspect your return, we will process your refund within 14 days.

Your refund will include:

- The full cost of the item
- The standard outbound delivery charge you paid (if applicable)

Refunds are issued to your original payment method. Please allow 3–5 business days for the refund to appear in your account after we have processed it, depending on your bank or payment provider.

We are not able to refund premium or express delivery upgrades chosen at checkout for change-of-mind returns;'j'.

Faulty or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, your rights are stronger and the process is simpler.

Within 30 days of receiving a faulty item: you are entitled to a full refund, including return postage costs, which we will cover.

Between 30 days and 6 months: you are entitled to a repair or replacement. If neither is possible, you are entitled to a full or partial refund.

To report a faulty or incorrect item, please email info@merlinoutdoor.com with:

- Your order number
- A brief description of the issue
- A photo of the fault where possible

We will respond within 2 business days and arrange return postage at no cost to you.

Exchanges

We are currently unable to offer direct exchanges due to limited stock availability. If you need a different size, please return your original item for a refund and place a new order. We recommend doing this as soon as possible as stock is limited.

Items NOT eligible for return

The following cannot be returned unless faulty:

- Items that have been washed or worn
- Items returned without original tags
- Items returned outside the 14-day cancellation window without prior agreement

Your statutory rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. For more information on your rights, visit www.citizensadvice.org.uk

If you have any questions about a return or refund, we're always happy to help.

Email: info@merlinoutdoor.com
Brand: Merlin Outdoor
Website: merlinoutdoor.com

We aim to respond to all enquiries within 2 business days.