Refund policy
Return & Refund Policy
Welcome to Mershine. If you experience any issues with your order, please contact our customer support team and we’ll do our best to assist you promptly.
How to Request a Return, Refund, or Replacement
Step 1: Contact Us
Please reach out to our customer support team at [customer-service@mershine.com] and provide:
- Your order number
- A detailed description of the issue
- Relevant photos or videos (highly recommended for faster verification)
Step 2: Review
Our team will review your request in accordance with the Australian Consumer Law (ACL) and our internal policy to provide a fair solution.
Step 3: Return Instructions
If a return is required, we will provide you with the correct return address and specific instructions.
*Note: Please do not send products back to the sender address on the parcel unless explicitly instructed by our team.
Step 4: Inspection & Processing
Once received and inspected, we will process your refund or replacement. Approved refunds are typically returned to your original payment method within 2–14 business days.
1. Eligibility for Warranty & Faulty Items
| Return Reason | Verification Required |
|---|---|
| Damaged or Defective upon arrival | Clear photos/videos of the product and packaging. |
| Incorrect item received | Photos of the item and the shipping label. |
| Significantly differs from description | Supporting photos showing the discrepancy. |
| Missing parts or accessories | Photos of what was received vs what was ordered. |
For items with a major failure, you are entitled to a replacement or refund under ACL. For minor failures, we may offer a repair or replacement at our discretion.
2. Change-of-Mind Returns
We understand that sometimes you might change your mind. We offer a 30-day Change-of-Mind return window, provided the following conditions are met:
- The item must be in its original, unopened, and unused condition.
- The customer is responsible for return shipping costs.
- A 10% restocking fee will be deducted from the refund to cover inspection and handling.
- Exclusions: We cannot accept change-of-mind returns for used items, assembled furniture/gadgets, or health-related products.
3. Refund Processing Times
Once your refund is approved, the time it takes to see the funds depends on your payment provider:
- Credit / Debit Card: 3–15 business days
- PayPal: Usually within 48 hours
- Buy Now Pay Later (e.g., Klarna): Up to 14 business days
Consumer Rights (ACL)
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights you have as a consumer under Australian law.