Refund policy
We want you to love what you wear. If something isn't right, here's how we make it right.
The short version
- 30 days from delivery to return or exchange
- Store credit for change-of-mind returns
- Lifetime craftsmanship warranty — if a piece fails through a manufacturing defect, we'll repair, replace or credit it, no matter when you bought it
- Ring Club and made-to-order pieces are final sale for change of mind and sizing (one exception below)
- Anything faulty or not as described, we put right — on every piece we sell
If a piece is faulty or not as described
Send us a few clear photos and we'll assess it. If a piece is faulty, not as described, or not fit for its purpose, we'll put it right with a repair, a replacement or a refund. This applies to every product we sell, including sale, discounted, Ring Club, made-to-order and engraved pieces.
On a claim like this the piece doesn't need to be in its original packaging, we cover return shipping, and there are no fees or deductions. The "final sale" and "store credit only" terms below apply to change-of-mind and sizing returns only.
Returns
You have 30 days from delivery to request a change-of-mind or sizing return. Items must be unworn, undamaged and in their original packaging. Trying a piece on for fit within 2 days of delivery is fine.
What you'll receive. Store credit to use on a future purchase. Change-of-mind and wrong-size returns are eligible for store credit rather than a refund. If your situation is more complex, get in touch and we'll work something out.
What's deducted. A $15 AUD restocking fee, which covers polishing and repackaging, plus the original shipping cost. No fee or deduction is ever applied to a warranty claim or a faulty piece.
What's not eligible. Items worn beyond trying on for fit, items damaged through wear or exposure, and items returned more than 30 days after delivery. This 30-day limit applies to change-of-mind returns only, and never to a faulty or misdescribed piece.
Return shipping. We'll issue you a tracked return label through our returns portal, and its cost is deducted from your store credit. Return shipping is at your cost for change-of-mind and sizing returns; we cover it for warranty claims and faulty pieces.
Where to send it. Start your return through our returns portal and we'll confirm the address. Returns are sent to:
Merchants of the Sun Suite 458, 30 Byron Street, Bangalow NSW 2479, Australia
International returns. Your store credit will be the item value less the original return shipping and any duties or taxes already paid on the order, as these can't be recovered. We'll confirm the exact amount with you before processing.
Processing. Once your return reaches us, allow 3–5 business days for us to process it and issue your credit or ship your exchange.
Size exchanges
Ordered the wrong ring size? It happens.
- Start your exchange through our returns portal, or email us within 30 days of delivery
- Select "Size Exchange" and enter the size you need
- We'll confirm the new size is in stock and send you a return label
- Post the original back, and we'll ship the new size once it arrives
Cost. Exchanges are charged the return shipping label plus a $15 AUD handling fee.
Perfect Fit Guarantee. If you used our Ring Sizer Kit to measure and the size still isn't right, your exchange is free and we cover return shipping.
Warranty claims are always free.
If your size is out of stock, we'll issue store credit and add you to our priority restock list so you hear first when it's back.
Made-to-order pieces
Made-to-order pieces are handcrafted for you in Bali, so they're final sale for change of mind and sizing — they can't be returned or refunded simply because you've changed your mind.
If a made-to-order piece is faulty or not as described, that's a different matter and we'll put it right.
The sizing exception. If you used our Ring Sizer Kit to measure and the size still isn't right, we'll arrange one free size exchange. Let us know within 30 days of delivery with your order number. Allow 4–6 weeks for the replacement to be made. This exception doesn't apply to Ring Club pieces.
Ring Club
Ring Club drops are limited edition, made to order and never restocked.
Ring Club orders can't be cancelled. Your ring goes into production as soon as you order and it is made specifically for you, so once the order is placed we can't cancel or refund it. Please check your size before you order — our Ring Sizer Kit is the reliable way to do that.
Ring Club purchases are also final sale for change of mind and sizing: no change-of-mind returns and no size exchanges.
If a Ring Club piece is faulty or not as described, we'll put it right, as we would with anything we sell.
Sale and promotional items
Promotional and clearance items can be exchanged for another item of the same value but are not eligible for a change-of-mind refund.
A faulty or misdescribed sale item is covered in full, the same as anything else.
Faulty or damaged items
Lifetime craftsmanship warranty
Every Merchants of the Sun piece is handcrafted from recycled sterling silver or gold vermeil by our team in Bali, and we stand behind that craftsmanship.
If your piece develops a manufacturing defect at any point — a clasp that fails, a setting that loosens, structural breakage from normal wear — contact us. We'll repair it, replace it or issue store credit, regardless of when you bought it. We cover return shipping on every warranty claim, with no fees or deductions.
Covered: manufacturing defects, structural failures, material faults, premature tarnishing beyond normal patina, engraving errors on our part, and gold vermeil plating that breaks down within six months of purchase.
Not covered: damage from impact, chemical exposure such as perfume, chlorine or saltwater, improper storage, and normal wear. Silver naturally develops a patina over time — that's part of its character, not a defect, and it polishes back to bright silver easily.
Cuffs are designed to be slid on rather than prised open, so a snap loosened by twisting or forcing usually isn't a manufacturing defect. Send us a photo anyway and we'll take a look — if it is a manufacturing issue it's covered, and if it isn't, our repair service can usually restore the snap.
Gold vermeil after six months. The gold layer gradually wears with daily use, which is expected. We offer a professional replating service for $99 AUD to restore your piece.
To make a claim, send us a few clear photos of the issue and we'll assess it.
Damaged in transit
If your order arrives damaged, contact us within 7 days with photos of both the item and the packaging.
We'll send you a prepaid return label so the damaged piece can come back to us. We need it returned so we can assess the damage and lodge the claim with the carrier. Once it is on its way back to us, we'll ship your replacement or issue a full refund, whichever you prefer. Return shipping is on us.
If you notice damage after 7 days, get in touch anyway and we'll assess it under the lifetime craftsmanship warranty.
How to start a return or exchange
Quickest way: our returns portal at merchantsofthesun.com.au/returns. Enter your order number and email, select your reason, and you'll get a return label and instructions straight away.
Need help? Email support@merchantsofthesun.com.au and we'll sort it out within 24 hours. Include your order number, and a photo if you're reporting a defect.
Gift returns
Received a Merchants piece as a gift? The same 30-day policy applies from the delivery date. Contact us with the order number — the person who bought it can provide this — and we'll help you exchange for a different size or issue store credit.
A few things to know
- Store credit is issued as a gift card, applies automatically at checkout, can be used on any product including Ring Club drops, and is valid for 3 years from the date it's issued.
- Original shipping costs are non-refundable on change-of-mind returns. They are refunded in full on a faulty piece.