Refund policy

Last updated: 23 October 2026

Change-of-mind returns

MERI-TAUI accepts change-of-mind return requests within 30 days of delivery.

To qualify for a voluntary change-of-mind return, the product must be unused, unworn, unaltered and in its original condition, with its original packaging and reasonable proof of purchase.

Please contact cs@meri-taui.com.au before returning the product so we can provide the return address and instructions.

For change-of-mind returns:

  • The customer is responsible for secure, trackable return postage.

  • Separately purchased express delivery charges are not normally refunded.

  • Approved refunds are issued to the original payment method after inspection.

  • Payment provider processing times may vary.

Change-of-mind exclusions

The following are excluded from our voluntary change-of-mind return service:

  • Personalised or custom-made products, where offered.

  • Gift cards.

  • Products used, worn, altered or damaged after delivery.

These exclusions do not affect rights under Australian Consumer Law.

Order cancellations

Customers may cancel a standard ready-to-ship order before dispatch for a full refund, including any delivery charges, without a cancellation fee.

Please email cs@meri-taui.com.au as soon as possible with your order details.

After dispatch, our change-of-mind return conditions apply where eligible. Australian Consumer Law rights remain unaffected.

Faulty, damaged or incorrect products

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

If a product is faulty, unsafe, significantly different from its description or otherwise fails a consumer guarantee, customers may be entitled to a repair, replacement, refund or compensation, depending on the circumstances.

For a major failure, customers generally have the right to choose a refund or replacement. For a minor failure, MERI-TAUI may arrange a repair within a reasonable time, with further remedies available as required by law.

The 30-day return period, original packaging requirements and change-of-mind exclusions do not restrict statutory consumer rights.

Customers should contact cs@meri-taui.com.au with their order details, a description of the issue and photographs where possible. We may request reasonable proof of purchase, but an original receipt, Piece ID or warranty registration is not mandatory to exercise statutory rights.

MERI-TAUI handles claims directly. Customers are not required to contact our manufacturing partners or delivery carriers to obtain remedies owed by us.

Return shipping for faulty products

For eligible Australian warranty assessment returns, MERI-TAUI will arrange prepaid return postage.

Where a product is confirmed faulty or incorrectly supplied, MERI-TAUI will cover or reimburse reasonable return expenses and any required replacement or repair delivery costs.

Customers who have already paid reasonable return postage should retain their receipts.

Inspection and repairs

Initial warranty-related assessment and diagnosis are complimentary.

If a product issue is not covered by either our voluntary warranty or Australian Consumer Law, MERI-TAUI may offer an optional repair or replacement quotation.

  • Customers receive a written quotation before approving paid work.

  • Accepted repair quotations include complimentary return delivery within Australia.

  • If the quotation is declined, reasonable return postage may apply, subject to advance disclosure and agreement.

  • No paid repair is undertaken without customer authorisation.

Customer support and complaints

We aim to:

  • Acknowledge warranty complaints within 2 business days.

  • Provide an initial assessment or meaningful progress update within 5 business days of receiving the product.

  • Provide weekly updates while a claim remains unresolved.

These are service targets, not guaranteed resolution times.

Customers may request a complimentary second review of a disputed warranty decision, provide additional supporting evidence and receive a written explanation.

Nothing in this process limits rights under Australian Consumer Law.

Handcrafted leather characteristics

Natural leather grain, colour, markings and minor variations from hand-finishing may differ between products.

These characteristics are not automatically manufacturing defects. However, all products remain subject to applicable consumer guarantees, including acceptable quality, durability and conformity with their descriptions.

Contact

MERI-TAUI Customer Care

Email: cs@meri-taui.com.au

Australia

For warranty terms, please refer to our separate Warranty Policy when available. Your Australian Consumer Law rights apply regardless of voluntary warranty registration.