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. 

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.

Change of Mind

We accept all change of mind returns as long as :

  • They are lodged within 14 days of delivery
  • Item is in its original packaging, including instruction manuals and all accessories
  • The Box/Packaging is unworn, unopened, unused and in its original condition
  • An administration and handling fee may be charged (see below).

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.

Items under warranty are subject to warranty conditions imposed by the wholesaler of the item. Warranties are typically replacement OR repair – at the discretion of the wholesaler.  Do not assume you will automatically be given a replacement. If the item is repairable, it will be repaired by an authorised repairer.

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.

Sale items

Only regular priced items may be refunded.  Sale items cannot be refunded.

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.

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, but please be aware that refunds for change of mind will incur an administration and handling fee (see below).

Our product listings contain a lot of information. Please read them fully before placing your order. If you place an order that is unable to be filled (such as ordering local collection items from a distant location), the order will be refunded less a an administration and handling fee (see below).

  • Orders for items that are being fabricated to your design are unable to be refunded, once the fabrication order has been submitted (I typically submit these as soon as the order is received).

Late or missing Refunds or Cancellations

If you haven’t received a refund or Cancellation:

  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

Administration and Handling Fees

Many payment processing facilities, such as PayPal, AfterPay etc. charge a processing fee, which they retain in the event of an order cancellation. That means that the vendor is out of pocket for these fees. Therefore,  Merlin Mosaica reserves the right to retain a 10% administration and handling fee (to a minimum of $5.00).

Need help?

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

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, I will issue an in-house voucher to the same value. If you prefer to have a cash refund, you will need to provide your Bank Details in order for the refund to be processed.

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).
  • Do bear in mind that ALL postage charges are the responsibility of the customer. Shipping costs are non-refundable. 
  • Refunds for change of mind will incur an administration and handling fee (see below).
  • Make sure you get a tracking number and advise Merlin Mosaica.
  • Packages with a value of more than $100 should be insured (Australia Post offer a reasonable rate of $2.50 per $100), as you will be liable for the cost if the item is lost or damaged in transit.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

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, but please be aware that refunds for change of mind will incur an administration and handling fee (see below).

Our product listings contain a lot of information. Please read them fully before placing your order. If you place an order that is unable to be filled (such as ordering local collection items from a distant location), the order will be refunded less a an administration and handling fee (see below).

  • Orders for items that are being fabricated to your design are unable to be refunded, once the fabrication order has been submitted (I typically submit these as soon as the order is received).

Late or missing Refunds or Cancellations

If you haven’t received a refund or Cancellation:

  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

Administration and Handling Fees

Many payment processing facilities, such as PayPal, AfterPay etc. charge a processing fee, which they retain in the event of an order cancellation. That means that the vendor is out of pocket for these fees. Therefore,  Merlin Mosaica reserves the right to retain a 10% administration and handling fee (to a minimum of $5.00).

Need help?

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