Warranty & Close the Loop
Claims Portal

this is specifically for pieces that do not qualify for a return or exchange - Use our online warranty and close the loop claims portal.

Please read through our full terms and conditions below, prior to processing your claim.

Warranty & Close the Loop

Our returns process is streamlined to be as straightforward as possible for you.

For Australian customers, begin each return by completing the exchange/return form and including it in your exchange/returns parcel, together with the items you are sending back to us. If you are unable to include the slip, please handwrite the basic details on a piece of paper (e.g. name, order number, item, type of return/exchange, reason for return/exchange).

For international customers, contact support@merchantsofthesun.com.au to process a return. Duties, taxes, and VAT are not refunded on international returns.

Returns are processed within 7 business days of being received by our warehouse. Once your return has been processed, you receive a confirmation email.

Please ensure you keep your tracking number and all relevant information to ensure your return makes it back to our warehouse. Merchants of the Sun is not liable if the package becomes lost in transit.

Please contact support@merchantsofthesun.com.au regarding faulty items. In order for us to process your warranty claim, you must provide images of the fault and a description identifying the issue.

Our customer care team process your claim within 2 business days. 

Store credit is issued via Gift Card and can be used to make a future purchase, valid for 3 years from date of issue. Store credit cannot be refunded or exchanged for cash.

Please note that a store credit does not include any previous shipping charges.

To ensure we leave nothing behind, we are offering $40.00 in store credit for any pieces you wish to recycle. We will accept all Merchants jewellery that has been owned in a new, used or damaged condition even if it is outside of our warranty period of 12 months.

Whether you’ve outgrown a piece physically or let go of a piece emotionally, send your silver and gold back to the House of Merchants. We will then send all stock back to our production house to be melted down to reduce our sourcing amounts for future collections.

If you aren't ready to let go of your Merchants pieces but they need a little freshen up, come into the House of Merchants and we will reshape your rings for you for no extra charge.

For those who don't live close by, send us a message and we will refer you to a local jeweller or accessories store for the same service.

For faulty pieces, please get in touch with us. If your item has been purchased within the past 12 months and we deem the fault is due to manufacturing, you can send it back to us for recycling and we will send you a replacement, you will just need to cover shipping.

If your product is still in warranty and we deem the product not to be a manufacturing fault and you can send it back to us for recycling through our Close The Loop Program and we will offer $40 store credit. We note the customer is responsible for the price of return shipping.

Gift cards and store credit cannot be returned or exchanged for cash.

For gift cards received under promotion (e.g. survey, giveaway etc.), only one can be redeemed per order.