Refund will not be given if you simply change your mind unless the product is faulty /damaged. Please don't dispose of the item until we've had a chance to chat with you.
Please retain your receipt for exchange 30 days of your order date. Please note, products from DR.ARRIVO, VALMONT and CELLCOSMET do not fall under our 30 day exchange policy for safety reasons. We will not accept exchange on these items for change of mind reasons, even if the item is unused. If your product is faulty, please contact us to fill out our returns form.
- Change of Mind: If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging. Merry Seasons will not cover your exchange postage.
- Incorrect Item/Damaged on Arrival: If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
Here's how it works
Get in touch: To request a return / exchange, please contact us via email: firstname.lastname@example.org with the explanation of return / exchange reasons and we will then get back to you as soon as possible :) Please ensure this must be done before sending your item back to us - it makes the process a lot easier.
We'll get back to you: One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us. Merry Seasons will not cover your postage.
Pack & Send: Pack up your item carefully, so it reaches us safely . You can re-use your Merry Seasons packaging, or a similar sized box if you no longer have it. Following the instructions emailed to you.
Then what happens? Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us. We'll be in touch as soon as your return is complete.
HOW TO MAKE A RETURN
OPTION 1: IN-STORE
Check that you meet the above return conditions.
Excluding items purchased with Afterpay, you may return an item in person at any MERRY SEASONS store. Please note: purchases made using Afterpay cannot be refunded. However Afterpay purchases can be returned in store for an exchange or credit voucher.
OPTION 2: VIA POST
Check that you meet the above return conditions. Find your order/receipt number.
If you purchased online, it can be found on your confirmation/shipment email, and if you are a member, in the My Orders section of My Account.
If you purchased in store, it can be found on your receipt.
Please contact our Customer Experience Team on 0396623317 or email to us: email@example.com
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.
In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Merry Seasons may choose not to provide a refund, exchange or repair (if applicable).
Merry Seasons will require proof of purchase before providing a remedy under the Australian Consumer Law.
Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.
What can I use as proof of purchase?
You may use any of the following as proof of purchase:
- Register receipt or e-receipt tax invoice
- Your account order history
- Any other proof of purchase of the relevant product
What do you mean by "lightly sampled"?
"Lightly sampled" means a product may have some signs of minor wear or use, but must not be damaged unless you received the product in this condition.
I’ve received a product as a gift but it's not quite what I'm after. Can I return it?
Gifted products can be returned for an exchange or gift card within 30 days provided you have a gift receipt as your proof of purchase and the product is unused or only lightly sampled. Unfortunately refunds are not available for gift returns.
For consumer guarantees issues with gifted products, please see the 'Consumer guarantees' section above.
How will I receive my refund?
All refunds will be processed via the original payment method. If you would like to return a product that was purchased using a Merry Seasons Voucher, Gift Card or eGift Card, your refund will be credited in the form of another Merry Seasons Credit Voucher. A Merry Seasons Credit Voucher has no expiry. Costs of delivery, if any, will not be included in the refund.
How long will my return take?
Due to the COVID-19 situation, and the need for incoming returns to be quarantined for 72 hours, returns are taking a little longer than usual.
For returns via TNT products typically take 2 to 7 business days to reach our warehouse. You will be able to track the delivery of your return via the TNT tracking number supplied when you book your return. Once our warehouse receives your return, it will be processed within 4 to 7 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.
How do I return an item purchased with Afterpay?
In order to return an item purchased with Afterpay, you must check that you meet the above return conditions and, if so, make the return via post in accordance with Option 2 above. For more information on Afterpay at Merry Seasons, please see our Afterpay page.
How do I return an item purchased with Alipay?
In order to return an item purchased with Alipay, you must check that you meet the above return conditions and, if so, make the return in person at any Merry Seasons store. To receive a refund for any cancelled Service Bookings, please visit any Merry Seasons Bourke st store. (206 Bourke street, Melbourne, VIC, 3000)
What if my order contained an aerosol?
When purchasing aerosols online, please be aware that they must be returned or exchanged instore. For further information, please contact our Customer Service team. email: firstname.lastname@example.org
How can I find out about product’s allergens?
The ingredients of some products are only listed in their original language and we do not provide translation services. If you have allergies, we strongly recommend not purchasing any products you are unfamiliar with, or do an internet search of the product’s ingredients before any purchase. Thank you for understanding.