If you believe your in-store purchase may be faulty, please visit a Merrell store and speak to a Manager for an assessment.
We have empowered both our Store and Assistant Managers to use their own discretion about your purchase. Based on the outcome of the assessment, they can offer one of the below:
- Exchange for the same item*
- Exchange for a different size*
- A full refund (depending on the payment method)
- Disagree that there is a genuine manufacturing fault and therefore not process the return.
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.