Terms & Conditions

Last updated: April 9, 2026

These Terms and Conditions govern your purchase of products from meraki. through our website at shopmeraki.co.uk. Please read them carefully before placing an order. By placing an order, you agree to be bound by these Terms.

These Terms do not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. About Us

meraki. is a trading name of MERAKI. Ironmongery Ltd, a company registered in England and Wales under Company Number 17143364, with its registered office at 18 Shorefield Way, Lymington, Hampshire, SO41 0RX, United Kingdom. You can contact us by email at hello@shopmeraki.co.uk or through the contact form on our Site.

2. How the Contract is Formed

Our product listings do not constitute a binding offer. They are an invitation to treat. When you place an order through the Site, you are making an offer to purchase the products in your order. We will send you an email acknowledging receipt of your order. This confirms that we have received your order but does not mean we have accepted it.

A legally binding contract between you and us is formed only when we dispatch your order and send you a dispatch confirmation email. If we are unable to fulfil your order, we will notify you and issue a full refund.

3. Our Products

We sell handcrafted solid brass hardware and lighting. Because our products are made from natural materials and finished by hand, slight variations in colour, texture and patina between pieces are normal and not considered defects. Product images on the Site are for illustrative purposes; actual products may vary slightly from the images shown.

Certain products are designated as Made to Order and are produced specifically for your order. These items are clearly identified on the relevant product pages.

4. Pricing and Payment

All prices on the Site are displayed in your selected currency and include VAT where applicable. For international orders, prices include applicable customs duties and taxes. There are no surprise charges at delivery.

We make every effort to ensure pricing is accurate. If we discover an error in the price of a product you have ordered, we will contact you to inform you of the correct price. You may then choose to proceed at the correct price or cancel the order for a full refund.

Payment is taken at the time of order. We accept the payment methods displayed at checkout.

5. Delivery

We ship worldwide. Full details of our delivery options, lead times and shipping zones are set out on our Shipping and Lead Times page.

Standard lead time is 2 to 4 weeks from order confirmation. During busy periods (November to January), lead times may extend to 4 to 8 weeks. Express delivery is available at checkout for an additional charge.

Delivery times are estimates only and are not guaranteed. We will not be liable for any delay in delivery caused by circumstances beyond our reasonable control. Risk of loss and damage passes to you upon delivery.

6. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for non-made-to-order items within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us of your decision by a clear statement, for example by email to hello@shopmeraki.co.uk or by post to our address below. You must return the goods to us within 14 days of notifying us of the cancellation. Items must be in new and unused condition, with all original packaging, tags and labels attached.

We will reimburse you within 14 days of receiving the returned goods. We will refund using the same payment method you used for the original transaction unless you expressly agree otherwise.

You are responsible for the cost of returning the goods unless the goods are faulty or not as described.

7. Made-to-Order Items

Many of our products are made to order and manufactured specifically for your order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right does not apply to goods that are made to your specification or are clearly personalised.

As our made-to-order items are manufactured to individual order specifications, they are non-cancellable once the order has been confirmed and production has commenced. Made-to-order items are non-returnable unless faulty or damaged on arrival.

Any request to cancel or amend a made-to-order order must be made in writing to hello@shopmeraki.co.uk as soon as possible. Cancellations may only be accepted at our discretion and before production has begun. If we agree to a cancellation after production has started, you shall be liable for all costs and expenses incurred up to that point, including materials, labour and any loss of profit.

Rejecting shipment, failure to collect from a service point, or carrier destruction of the parcel due to non-collection does not constitute a valid return and will result in ineligibility for a refund.

If a made-to-order item arrives faulty or damaged, please contact us within 7 days of delivery with photographs. We will arrange a repair, replacement or refund in accordance with your statutory rights under the Consumer Rights Act 2015.

8. Returns and Refunds

Our full returns process, including time frames, conditions and restocking fees, is set out in our Return and Refund Policy. This policy operates in addition to, and does not affect, your statutory rights.

9. Faulty Goods and Your Statutory Rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If you receive goods that are faulty, not as described or not fit for purpose, you are entitled to the following remedies:

Within 30 days of delivery: You have the right to reject the goods and receive a full refund.

Within six months of delivery: You have the right to request a repair or replacement. If the repair or replacement is not possible or unsuccessful, you are entitled to a full refund or price reduction.

After six months but within six years: You may still be entitled to a repair, replacement or partial refund, although the burden is on you to prove the goods were faulty at the time of delivery.

To report faulty goods, please contact us at hello@shopmeraki.co.uk with your order number, a description of the fault and photographs where possible.

10. Warranty

Our warranty covers mechanical defects in materials and workmanship under normal domestic use. It does not cover the finish, normal wear and tear, misuse, improper installation, natural patina development on unlacquered brass, or damage caused by harsh cleaning products.

Cabinet hardware and door hardware: 10-year mechanical warranty.

EZRA and METRO taps and bathroom fittings: 10-year mechanical warranty.

Lighting: 2-year mechanical warranty.

All other products: 1-year mechanical warranty.

If a manufacturing defect becomes apparent within the applicable warranty period, we will repair or replace the item at no cost to you. To make a warranty claim, please contact us at hello@shopmeraki.co.uk with your order number, a description of the defect and photographs where possible.

This warranty is in addition to your statutory rights under the Consumer Rights Act 2015 and does not affect them.

11. International Orders

We ship to over 24 zones worldwide. All prices on the Site include applicable customs duties and import taxes for your region under our Delivered Duty Paid (DDP) terms. You will not be charged additional fees at delivery.

If you are ordering from outside the United Kingdom, the contract is still governed by English law (see Section 15 below). However, if you are a consumer resident in the European Union, you will also benefit from any mandatory provisions of the consumer protection laws in your country of residence.

12. Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

Subject to the above, our total liability to you for any claim arising out of or in connection with these Terms shall not exceed the total amount paid by you for the relevant order.

We are not liable for any indirect, incidental or consequential losses, including loss of profit, loss of business, business interruption or loss of business opportunity.

13. Intellectual Property

All content on the Site, including product designs, photographs, text, logos and graphics, is owned by or licensed to meraki. and is protected by copyright, trademark and other intellectual property laws. You may not reproduce, distribute or use any content from the Site without our prior written consent.

14. Use of the Site

You agree to use the Site only for lawful purposes and in accordance with these Terms. You must not use the Site in any way that could damage, disable or impair the Site, or interfere with any other party’s use of the Site.

We reserve the right to refuse service, terminate accounts, or cancel orders at our sole discretion if we reasonably believe that customer conduct violates these Terms or is harmful to our business or other customers.

15. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer, this does not affect any mandatory consumer protection rights you may have under the laws of your country of residence.

We encourage you to contact us first if you have a complaint so that we can try to resolve it. Our Complaints Policy sets out how we handle complaints. If we cannot resolve a dispute, you may also be able to use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

16. Changes to These Terms

We may update these Terms from time to time. The updated version will be indicated by the Last updated date at the top of this page. Changes will not apply retrospectively and will not affect any orders already placed.