Our Refund Policy

If for any reason you are not satisfied with the item(s) you ordered, you have the right to return the goods to us within 14 working days from receipt. You must notify us by email: email explaining the reason for return as well as which item(s) you would like to return to us.

You will be required by the terms of this Contract, to return the goods to:

Purple Mertle
14 Millennium Drive
London
E14 3GJ

In such cases, and provided the goods are received according to this procedure, we will refund the cost of the goods within 30 days of receiving your returned goods.

If you return the goods for reasons other than:

Incomplete delivery, incorrect delivery or goods being defective.
You will be responsible for arranging and paying for the return of the goods to us. Please ensure you receive and retain a proof of postage.

You must ensure that the goods are stored safely and in appropriate conditions until they are returned to us.

Returned goods must be unused. We will not accept the return of goods that we reasonably believe have been used.  In such cases, you will be notified by e-mail that no refund will be made available to you and it will be your responsibility to arrange the return of the goods to you within 30 days of our e-mail regarding lack of refund.

Damaged or Faulty Items

You are responsible for examining the goods following delivery. If the goods delivered are damaged or faulty in any way, please notify us within 3 working days from the delivery by e-mail: info@purplemertle.co.uk

Provided that the goods are unused and have been stored safely within appropriate conditions, we will repair/replace the goods or offer you a refund.

Non-delivered or Incorrect Items

Within the order packaging, you will find a Delivery Note listing goods that you ordered.  If the goods delivered do not match those listed, please notify us within 3 working days from the delivery by email: info@purplemertle.co.uk

Provided that the goods are unused and have been stored safely within appropriate conditions, we will replace the goods or offer you a refund.

In the absence of your notice within 3 working days, we shall not be liable in respect of undelivered, incorrect or defective goods if defects have occurred during transportation and would be apparent on examination.

Please provide our Customer Services Team with your order number and keep the original packaging of the items.

Goods must be returned to us within 14 working days of delivery. Please ensure that the returned parcel is properly sealed and that you receive and retain a proof of postage.

If we accept your return and if you have chosen a refund, we will process the refund within 30 days of receiving the goods. You will be notified by email from our Customer Services Team.

Repairs, exchanges and replacements will be processed within 5 working days of receiving the goods.

We are not liable for returned goods lost in transit.

Your statutory rights remain unaffected.