Refund policy
Last updated: 4 October 2026
This policy explains how to cancel an order, return a product and get a refund from Merbaco Kitchen, operated by MERBACO LTD (company number 17254419), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. It does not affect your statutory rights.
1. Your right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receive the goods. To cancel, email hello@merbacokitchen.com with your name, order number and the item(s) you wish to return. You can also use the model cancellation form below, but you don't have to. You must send the goods back within 14 days of telling us you wish to cancel.
2. How to return an item
- Email us with your order number. We will reply with a return authorisation and the return address.
- Pack the item securely and include the return authorisation slip inside the parcel.
- Send the parcel using a trackable service and keep your proof of postage.
If you are cancelling because you changed your mind, you are responsible for the cost of returning the goods. Please handle the product only as you would in a shop; we may reduce your refund if its value has been reduced by handling beyond what is necessary to establish its nature and characteristics.
3. Refunds
We will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier. Refunds are made to your original payment method.
If you cancel your whole order, we will also refund the standard delivery charge you paid. If you chose Express Delivery, we will refund the cost of Standard Delivery (£4.00) and not the additional cost of the faster service. If you return only part of an order that qualified for free delivery, the standard delivery charge may be deducted from your refund if the remaining order no longer qualifies.
4. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your item arrives faulty, damaged or not as described, please email us with your order number and a photo of the problem. You are entitled to a full refund if you reject the goods within 30 days of delivery, or to a repair or replacement within 6 months of delivery – and a refund or price reduction if that is not possible or doesn't fix the problem. In these cases we will cover the cost of returning the item.
5. Gifts
If you received the product as a gift, please contact us with the order number. Refunds can only be issued to the original payment method.
6. Model cancellation form
To MERBACO LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, hello@merbacokitchen.com: I hereby give notice that I cancel my contract of sale of the following goods: [item], ordered on [date] / received on [date]. Name: [ ] · Address: [ ] · Signature (if sent on paper): [ ] · Date: [ ]
7. Contact
Questions about returns: hello@merbacokitchen.com