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1. Our Consumer Guarantee

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

  • Major Faults: You are entitled to a refund or replacement for a major manufacturing failure.
  • Minor Faults: For minor issues, we reserve the right to repair the item or provide a replacement.
  • Incorrect Items: If you received the wrong item, please email us your order number and images of the item so we can make it right.

2. Wool Care & Exclusions

Bluey Merino garments are high-performance natural products. To be eligible for a return, the garment must have been cared for correctly:

  • Instructions: Follow the care instructions on the garment label or our website "How to Wash" guide.
  • Laundering: We are not liable for damage, shrinkage, or pilling caused by improper washing (e.g., hot cycles or tumble drying).
  • External Factors: Damage from moths, insects, or snags occurring after delivery is not covered.

3. Change of Mind Policy

We offer a 30-day window from the purchase date for returns or exchanges.

  • Condition: Items must be "as new" — unworn, unwashed, and with all original tags attached.
  • Exclusions: Due to hygiene, underwear and socks cannot be returned. "Too Good to Waste" (Seconds) or Final Sale items are sold as-is and are ineligible for change-of-mind returns.
  • Stockists: If purchased from a stockist, their individual policy applies. Please contact them directly.
  • Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.

4. Shipping & Delivery Risk

  • Transit: Bluey Merino is responsible for your order until it is delivered.
  • Risk at Delivery: Once the carrier provides Proof of Delivery (GPS tag, photo, or signature), the risk of loss or theft passes to you.
  • Stolen Parcels: We are not liable for parcels stolen from your property after successful delivery. We recommend using a secure address or Parcel Locker.
  • Safe Drop: Using "Authority to Leave" is at your own risk.

5. How to Activate a Return or Exchange

  • Log In: Go to blueymerino.com and click the person icon (top right).
  • Submit Request: Select 'Request Return'.
  • Add Notes: For exchanges, clearly state the replacement item/size in the note section. For refunds, enter 'Refund' in the note section.
  • Wait for Confirmation: You will receive a confirmation/authorisation within 1–2 business days.
  • Post Your Item: Mail authorised returns to: Bluey Exchanges + Returns, PO Box 339, George Town TAS 7253, Australia.
  • Processing Time: Once we receive your return, refunds will be processed within 5–7 business days back to your original payment method.

6. Postage Costs

  • Faulty/Incorrect Goods: Bluey Merino covers all associated shipping costs.
  • Change of Mind Returns: The customer pays for return postage. This cost is non-refundable and will be deducted from your refund.
  • Exchanges: The customer pays to send the item back. Bluey Merino covers postage for your first replacement item. Subsequent exchanges incur a flat AUD $15.95 fee.
  • International: Customers are responsible for all international postage and exchange costs. Duties and taxes are non-refundable.
  • Tracking: Please keep your tracking number. We are not accountable for items lost in transit back to us.