We want every celebration to go to plan. If something isn’t right, this policy explains how to return items purchased from merriloom.org and how refunds work.
30-day returns
You can return unused items in their original condition and packaging within 30 days of delivery for a full refund of the item price.
Your statutory right of withdrawal (EU)
If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods without giving any reason. Our 30-day return window extends this period and does not affect your statutory rights.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement (for example, an e-mail to [email protected]). You may use the model withdrawal form below, but it is not obligatory.
Items that cannot be returned
For hygiene and safety reasons, and in line with EU consumer law, the following items cannot be returned once opened or used:
- latex and foil balloons that have been inflated;
- candles that have been lit;
- opened packs of disposable tableware (napkins, plates, cups, cutlery) and confetti;
- items that have been personalised or made to your specifications.
How to return an item
- E-mail [email protected] with your order number and the items you wish to return.
- We will reply with the return address and instructions.
- Pack the items securely, ideally in the original packaging, and send them back within 14 days of notifying us.
Unless the item is faulty or we sent the wrong product, the cost of return shipping is paid by you. We recommend using a tracked service.
Refunds
Once we receive and inspect your return, we will refund you within 14 days using the same payment method you used for the original purchase. If you withdraw from the entire order, we also refund the original standard delivery cost. We may withhold the refund until we have received the goods back or you have supplied proof of sending them.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or is not what you ordered, please contact us within 14 days of delivery with photos. We will offer a replacement or a full refund, including any shipping costs. This does not affect your legal guarantee rights for non-conforming goods (at least two years in the EU).
Exchanges
We do not offer direct exchanges. Please return the item for a refund and place a new order.
Model withdrawal form
To: Merriloom, [email protected]
I hereby give notice that I withdraw from my contract of sale of the following goods: [items]
Ordered on / received on: [date]
Order number: [number]
Name: [name]
Address: [address]
Date: [date]