Complaints Policy

Last updated: April 9, 2026

At meraki., we take pride in the quality of our products and service. If something has not met your expectations, we want to hear about it so we can put it right.

How to Raise a Complaint

You can contact us with a complaint by any of the following methods:

Email: hello@shopmeraki.co.uk
Post: meraki., 18 Shorefield Way, Lymington, Hampshire, SO41 0RX, United Kingdom
Contact form: Contact page

When raising a complaint, please include your order number (if applicable), a clear description of the issue and any supporting evidence such as photographs. This helps us investigate and resolve your complaint as quickly as possible.

What Happens Next

Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.

Investigation: We will investigate the matter thoroughly. Depending on the complexity of the issue, this may take up to 10 working days. If we need more time, we will let you know and keep you updated on progress.

Resolution: Once our investigation is complete, we will contact you with our findings and proposed resolution. This may include a replacement, repair, refund, credit or other appropriate remedy.

Escalation: If you are not satisfied with our proposed resolution, you may ask for the complaint to be reviewed by a senior member of the team. We will carry out a further review and respond within 5 working days.

Faulty or Damaged Products

If your complaint relates to a faulty or damaged product, please refer to Section 9 of our Terms and Conditions for details of your rights under the Consumer Rights Act 2015. You may also wish to submit a return through our Refund Request Form.

Delivery Issues

If your order has not arrived within the expected timeframe, or has been lost or damaged in transit, please contact us with your order number and we will investigate with our shipping partner. For details of expected lead times, see our Shipping and Lead Times page.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court.

If you are a UK consumer, you can contact the Centre for Effective Dispute Resolution (CEDR) at www.cedr.com.

If you are a consumer in the European Union, you may also use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

Nothing in this Complaints Policy affects your statutory rights, including your right to take legal action.