Refund policy
The below terms are in line with the Governments Distant Selling regulations on accepting returns and giving refunds.
IMPORTANT: Due to hygiene reasons, we cannot accept opened or used products. Therefore, if you have used your products and then decided to return them, they will not be accepted and no refund will be issued.
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
We will offer a refund to customers if they’ve told us within 14 days of receiving their goods that they want to cancel. The date of receiving the goods is on the tracking page.
Customers will then have another 14 days from the point of telling us to return the goods in an unopened condition.
We will then refund the customer within 14 days of receiving the goods back.
To start a return:
1. Send your order number, reason for return and contact details to: hello@merwave.co.uk
2. We will respond to you within 2 working days after receiving your email.
3. Please do not return your products directly to the address on the package that you have received. We will inform you of the return address which is valid only. You will be responsible if you send the item to the wrong address.
4. The customer is responsible for all return shipping fees for personal reason. We will be responsible for the return shipping cost if the item was faulty.
5. It is your responsibility to prove the item has been returned. We therefore advise sending it by tracked delivery.
6. All items will be inspected by us when received. If the item is in it's original condition and fit for re-sale, a refund will be issued within 14 days. If it has been used or broken in transit, no refund will be issued. You will be notified when the refund has been issued.
7. We do not accept returns on gift cards.
Allergic Reaction Policy
As everyone’s skin and hair is different and with all skincare/hair care products reactions are possible. Due to this we are not responsible for any reaction as this is down to the individual’s skin/hair not the product itself.
Again with any form of hair care or cosmetics always do a patch test and wait 24 hours, if an allergic reaction occurs, discontinue use and seek medical advice if severe.
All of the ingredients are on the product page, read them carefully to make sure you don’t have a known allergy to a specific ingredient.
Refunds will not be issued for allergic reactions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Purchases made via retailers
If you bought your Merwave products from one of our retail partners (in-store or online), your order is covered by their returns policy.
This means any returns, refunds or exchanges must be arranged directly with the retailer you purchased from. Unfortunately, we’re unable to process returns for orders placed through third-party stockists.
Wavy Hair Kit - 14 Day money back guarantee
We provide a 14-day money-back guarantee for Wavy Hair Starter Kits purchased between 4th February and 23rd February 2026. If the kit isn't right for you, return it for a full refund (minus postage). This offer was withdrawn on 23rd February, so any orders after this date will not have a 14 day money back guarantee. This offer applies to purchases directly from Merwave and excludes all retail partners. Your statutory rights to cancel within 14 days of receiving your order, in accordance with UK and EU regulations, remain unaffected. Click here for more information.