Refund policy
Returns & Refunds
Merritt Collective works with independent makers who ship their pieces to you directly. We want you to be happy with what arrives, and we stand behind every order regardless of which maker it came from.
Our return window
You have 30 days from the day your order is delivered to request a return. Items should be unused, in the condition you received them, and in their original packaging.
How a return works
Email hello@shopmerrittcollective.com within 30 days of delivery with your order number and the item you would like to return. We review each request, and if it is approved we will reply with a return authorization, return instructions, and the correct return address for that maker.
Please do not ship anything back before you have heard from us. Each maker ships from a different location, so returns sent without authorization may not be able to be processed.
Return shipping
Return shipping is arranged and paid for by the customer. You are welcome to use any carrier you like — we only ask that you choose a trackable service, since we are not able to refund an item that does not reach the maker.
The exception is anything that arrives damaged, defective, or wrong. In those cases we cover the cost of getting it back to us — see below.
Refunds
Every return is inspected when it arrives, before a refund is issued. We check that the piece is the item that was authorized, that it is unused and in the condition it was sent, and that it is complete and in its original packaging. We will email you either way.
Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the money to appear on your statement.
Items that come back used, damaged in return transit, missing parts, or outside the 30-day window may be refunded in part or declined. If we decline a return, we will tell you why and arrange to send the piece back to you.
Original shipping charges, if any were paid, are not refunded except where the return is the result of our error or a damaged or defective item.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or is not the item you ordered, email us at hello@shopmerrittcollective.com within 30 days of delivery and include photographs of the item and its packaging. We will arrange a replacement or a refund, and we cover return shipping where the piece needs to come back to us.
What cannot be returned
- Final sale and clearance items
- Custom, personalized, or made-to-order pieces
- Personal care items and consumables — including soap, candles, bath products, and food — once opened or used
- Gift cards
Items in these categories are still covered if they arrive damaged, defective, or incorrect.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order. If you would prefer we handle the exchange directly, email us and we will do our best to arrange it with the maker.
Cancellations
If you need to cancel an order, email us as soon as possible. We can usually cancel before the maker has shipped, at no cost to you. Once a piece is in transit, it becomes a return and the terms above apply.
Questions
Email hello@shopmerrittcollective.com and we will help.