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), depending on stock availability.

Refunds or replacements will be processed once the goods have been returned and assessed.

  • To be eligible for a return, 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 unless the product has a stated warranty period on the listing.
  • 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.

Late or missing refunds

If you haven’t received a refund yet:

  1. Check your bank account;
  2. Contact your credit card provider: it may take some time before your refund is officially posted;
  3. Next contact your bank. There is often some processing time before a refund is posted;
  4. If you’ve done all of this and you still have not received your refund yet, please contact us at info@merlinmosaica.com.au

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. 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.

Shipping returns

Address for Product Returns: 12/92 Casey Cres., CALWELL ACT 2905, Australia.

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.

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 don’t guarantee that we will receive your returned item. Items lost during transit back to us are your responsibility.

Need help?

Contact us at info@merlinmosaica.com.au for questions related to refunds and returns.