GUARANTEE
We want to work with you to create a happy band of customers!
Your satisfaction with purchases and delivery is very important to us at Merlin Mosaica. Should you not be satisfied with your order, please contact us within 14 days of receiving a delivery to let us know of any issues. (NOTE: We do not offer refunds for change of mind).
Ideally, a photograph of the goods as received could help us to identify problem(s) and ensure that it does not re-occur. We can replace, exchange or refund goods (or issue a store credit). Replacement or exchanges depend on stock availability.
Refunds or replacements will be processed once the goods have been returned and assessed.
- To be eligible for a refund, your item must be unused and in the same condition as received, in the original packaging.
- In the event that you believe the item is faulty, items should be returned within 90 days or the stated product warranty period (whichever is greater).
- Gift vouchers are not eligible for a return or refund.
- Partial refunds may be granted after 14 days, on a case by case basis.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you paid via Direct Bank Transfer, you will have to provide your Bank Details in order for us to process the refund, or you can elect to receive an in-store voucher to the same value.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged, or not as advertised. If you need to exchange it for the same item, send us an email at info@merlinmosaica.com.au, stating the reasons why you feel a replacement is warranted.
In the case of electrical items, the item will be inspected and repaired (if possible) and returned to you. A replacement item may be provided if the unit is non-repairable.
Shipping returns
- Address for non-electrical Product Returns: 12/92 Casey Cres., CALWELL ACT 2905, Australia.
- In the case of electrical items, you will be provided the return address on contacting us (it is often quicker to send directly to the distributor for assessment).
You are responsible for shipping costs for returning your item. Shipping costs are non-refundable. Refunds will be issued for the product cost, or part thereof (as above).
I strongly advise that you get a tracking number, and take out shipping insurance
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item. Items lost during transit back to us are your responsibility.
Cancelling an Order
At Merlin Mosaica we realise that circumstances often change. If you need to cancel an order that has not been processed, we are happy to do so.
Orders for items that are being fabricated to your design are unable to be refunded.
We will retain any fees payable on the order. These include but are not limited to: processing fees charged by our payment providers; or shipping from our fabricator if fabrication has commenced.
Late or missing Refunds or Cancellations
If you haven’t received a refund or Cancellation yet:
- Check your bank account;
- Contact your credit card provider: it may take some time before your refund is officially posted;
- Next contact your bank. There is often some processing time before a refund is posted;
- If you’ve done all of this and you still have not received your refund yet, please contact us at info@merlinmosaica.com.au
Need help?
Contact us at info@merlinmosaica.com.au for questions related to refunds and returns.
