Refund policy

This policy explains exactly how returns, replacements and refunds work for orders from merrytrail.shop.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights, or any consumer rights you have where you live.

Damaged, faulty or wrong item

If your trail arrives damaged, the lights do not work, or it is not the style you ordered, email merrytrailshop@gmail.com within 30 days of delivery with your order number and a photo or short video of the problem. We will send a free replacement or give you a full refund, your choice. We cover any return postage for a faulty or wrong item, and in most cases we will not need it back at all.

12 month warranty

Every trail is covered for 12 months from delivery against manufacturing faults in its lights, wiring, battery box and switch. Warranty claims are handled by replacement: email merrytrailshop@gmail.com with your order number and a photo or short video of the fault and we send a replacement trail. The warranty does not cover batteries, damage from water, steam, heat or open flames, use outdoors, damage from removing the trail from a wall, trails that have been cut, modified or repaired, or normal wear.

Lifetime Warranty (optional add on)

If you added the Lifetime Warranty at checkout, the same manufacturing faults are covered for as long as you own the trail, with no time limit. It is tied to the original order and the original purchaser and is not transferable.

30 day returns for change of mind

You can return an unused trail for any reason within 30 days of delivery.

• It must be unused: not stuck to a wall, with the adhesive strips unused and still on their backing.
• It must come back complete, in its original packaging where possible.
• Return postage is paid by you. We recommend a tracked service, as we cannot refund a parcel that never reaches us.
• We refund the full product price. Optional add ons are not refunded once the order has shipped, as they have already been performed.

Faulty and damaged trails are covered whether they have been used or not.

How to start a return

• Email merrytrailshop@gmail.com with your order number and the reason for the return.
• We confirm the return address in writing before you send anything back. Please do not post an item to us without contacting us first, as it may not reach us.
• Post it within 5 business days of receiving the address and email us the tracking number. Keep your postage receipt until your refund arrives.

When you get your money

Once your return arrives back with us, your refund is processed within 5 business days to your original payment method. For a damaged or faulty item where we do not need it back, the refund is processed within 5 business days of us approving your claim. Your bank or payment provider may take a few extra days to show it. We cannot refund to a different card or account than the one used to order.

Want a different style?

The fastest route is to request a return under this policy and place a new order. Tell us in your email and we will prioritise the refund so you are not out of pocket while you wait.

Cancelling an order

If you change your mind before your order ships, email merrytrailshop@gmail.com as soon as possible with your order number. If it has not left our warehouse yet, we cancel it and refund you in full, no reason needed.

Shipping Protection

How Shipping Protection works, and what is covered with or without it, is explained in our shipping policy.