Warranty Returns and Refunds

Mershine Refund & Warranty Policy

At Mershine, we are committed to providing high-quality products and a transparent shopping experience. Our policies comply with Australian Consumer Law (ACL) to ensure your rights are protected.

1. Warranty Claims (Faulty or Damaged Goods)

All warranty claims must be directed to our Customer Service team at [customer-service@mershine.com].

How to make a claim: In order to make a claim, you must provide the following information:

  • Proof of Purchase: Your order number and receipt.
  • Evidence of Defect: Details of the fault and photographic/video evidence of the damage.
  • Immediate Reporting: Where goods are damaged or defective upon delivery, you must provide photographic evidence before receiving a repair, replacement, or refund.

Our team will provide instructions on how to return the goods to us at our expense if the item is confirmed faulty.

Warranty Exclusions: Except as required by law (including the ACL), this warranty shall not apply in respect of goods:

  • Where the goods have not been installed, maintained, operated, or used in accordance with the manufacturer’s instructions or any other specifications provided;
  • Where damage or defects are caused by deliberate or negligent misuse, physical alteration, fire, liquid spillage, use of incorrect voltage, power surges or dips, thunderstorm activity, force majeure, tampering, or unauthorised repairs;
  • Where damage results from the use of defective or incompatible accessories, computer viruses, corrosive conditions, or introduction by insects/pests;
  • Where damage results from any third-party software or hardware not provided by Mershine;
  • Where items are lost or stolen.

Our liability under this warranty shall not exceed the amount of the purchase price of the goods or the replacement of the goods with a similar product.

2. Change of Mind Returns

If you wish to return an item for reasons other than a fault, we offer a 30-day Change of Mind policy.

Eligibility:

  • Requests must be made within 30 days of delivery.
  • Items must be in original, unused condition, with all tags and original packaging intact.
  • Non-Returnable Items: We do not accept change of mind returns for health/safety products (opened), bulk purchases, or products that have been used/assembled.

Refund Details for Change of Mind:

  • A 10% restocking fee will be deducted from your refund.
  • The original shipping fee is non-refundable.
  • If a parcel is "Returned to Sender" (RTS) due to an incorrect address or being unclaimed, it will be treated as a Change of Mind return, and any carrier-imposed return fees will be deducted.

3. Return Process

  1. Contact us at [customer-service@mershine.com] to start your request.
  2. Include images/videos showing the item in its original packaging.
  3. Do not dispose of or send back items without prior consultation, as we may need the items for inspection. Approved refunds will be processed back to your original payment method within 5–10 business days.