Refund policy
These Terms form part of the Terms of Sale between BLACKMERLE (“we”, “us”, “our”) and the customer (“you”). By placing an order, you agree to be bound by these Terms.
Nothing in this policy excludes or limits any statutory rights that cannot be excluded under applicable law.
1. RETURNS
Return requests must be submitted within seven (7) calendar days of delivery.
Approved returns must be shipped within three (3) calendar days of our written authorization using a tracked courier service.
A valid tracking number must be provided to BLACKMERLE immediately upon shipment.
All returns are subject to prior written authorization by BLACKMERLE.
Returns sent without authorization will be rejected and returned at the customer’s expense.
Approved returns must be shipped strictly in accordance with the return authorization instructions.
2. CONDITION OF ITEMS
All returned items must be received in strictly original condition and meet all of the following requirements:
- unworn, unused, and unwashed
- no signs of wear, use, alteration, or damage
- free from odours of any kind, including perfume, cologne, smoke, detergents, or other scents
- free from contamination including hair, lint, stains, or residue
- all original tags attached and intact, including the hang tag string being uncut and unaltered
- original packaging included, complete and undamaged
Any item that does not meet all of these requirements may be rejected.
Items that fail inspection may be returned to the customer at their expense.
3. INSPECTION & REFUNDS
All returned items are subject to inspection upon receipt.
Approval is at the sole discretion of BLACKMERLE following assessment of condition and resale eligibility.
Refunds, where approved, are issued to the original payment method within fourteen (14) business days of receipt.
4. RETURN SHIPPING
Return shipping costs are the responsibility of the customer unless otherwise confirmed in writing.
All goods remain the responsibility of the customer until received and signed for by our returns facility.
BLACKMERLE assumes no responsibility for loss, delay, or damage in transit.
Where return shipping is arranged by BLACKMERLE, all associated costs will be deducted from the refund or invoiced prior to dispatch.
5. DEDUCTIONS
Where applicable, refunds may be reduced by:
- original shipping costs (including subsidised or promotional shipping)
- return shipping costs
- payment processing fees (Shopify, PayPal, card providers, or equivalent)
- chargeback, dispute, or administrative fees
- All deductions are final.
6. EXCHANGES
Exchanges may be offered at the discretion of BLACKMERLE, subject to availability.
All exchange requests are subject to the same conditions, authorization process, and inspection standards as returns.
If an exchange cannot be fulfilled, BLACKMERLE may issue a refund or store credit at its discretion.
7. EXCLUSIONS
Sale items, made-to-order items, and pre-order items are final sale and not eligible for return or exchange.
8. EU CONSUMER RIGHTS
Where applicable under EU law, consumers have a statutory right of withdrawal within fourteen (14) calendar days.
Where such rights apply, they take precedence over any conflicting terms in this policy.
Goods may be assessed for diminished value resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
The statutory withdrawal request form can be accessed here: [EU Withdrawal Form]
9. FINALITY
All determinations made by BLACKMERLE following inspection are final and binding.