Refund policy

TO BE ELIGIBLE FOR A RETURN:Item/s must be in original condition, without damage caused by the customer. International orders can be returned for Store Credit or Refund only. Please see the INTERNATIONAL RETURNS section below for more information. All returns must be shipped back to our only warehouse in the Gold Coast, Australia.If the item being returned does not comply with the above standards, the customer will be contacted directly.SALE ITEMS:All sale and discounted items are final and are not eligible for a return/refund. If you have received a faulty or incorrect order, please contact our customer care team via support@merchantsofthesun.com.au and we will assist as promptly as possible.HOW TO RETURN YOUR ORDER:Our returns process is made easy for you via our online returns portal.Once received at our warehouse, returns are processed within 7 business days. You will receive a confirmation email once your case has been seen to by our team.All International Customers must contact support@merchantsofthesun.com.au to process a return. Duties, taxes, and VAT are not refunded on international returns.Please ensure you keep your postal tracking number and all relevant order information to mitigate any potential issues. Merchants of the Sun is not liable or at fault if the package becomes lost in transit; please contact your shipping provider if any issues arise.FAULTY PRODUCT: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 will process your claim within 2 business days. WRONG OR MISSING ITEM:Our wonderful warehouse staff work hard to ensure the accuracy of all orders, but mistakes can happen. If you receive an item or size that is different to what you ordered, please contact our customer care team via support@merchantsofthesun.com.au with your order number and any image/s of the item you did receive. We thank you in advance for your understanding and aim to get everything sorted for you as quickly as possible.EXCHANGES:You will need to cover the shipping costs to return the item to us and for the new exchanged item to be sent to you.Once your exchange has been processed, we will invoice you the return shipping cost to be paid before the item is dispatched. We offer one exchange per order. We will not refund any postage cost if you return the product to us.Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges. To ensure you can successfully exchange and receive your new item, we recommend processing and shipping your return to us ASAP. Any exchange requests that we do not have in stock will be contacted directly by our Customer Support Team.International customers can return for Store Credit and Refund only - no exchanges. To make an exchange, please select the item/s you would like to return through the returns portal above.REFUNDS:All full-price items can be returned within 14 days of the purchase date for a refund.Returned items will be refunded, excluding the original cost of shipping, unless deemed faulty.All refunds will be processed back to the original payment method used to place the order. Depending on your payment method, the funds may take 3-5 business days to clear back into your account.STORE CREDIT:Store credit is issued via Gift Card and can be used to make a future purchase, valid for 3 years from the date of issue. Store credit cannot be refunded.Please note: store credit does not include any shipping charges.REFUNDS WITH BUY NOW, PAY LATER OPTIONS (AFTERPAY, KLARNA, ZIP):When using Afterpay/Klarna/Zip, you have the option to return one or all of your items for a refund. If you return your items before your first Afterpay/Klarna/Zip payment is due you, these amounts will be removed from your Afterpay/Klarna/Zip plan, and you will not have to make further payments. If the payments have already been made when you return the items, the amounts will be removed from your Afterpay/Klarna/Zip payment plan and/or the initial payments refunded. It's important to keep up your Afterpay/Klarna/Zip payments while your return is in transit back to us, as Afterpay/Klarna/Zip charge late fees for any overdue payments. The policies of each BNPL service are separate to Merchants of the Sun, and we recommend viewing all terms and conditions before making a payment using the relevant platform.If you have purchased multiple items, you can still return just part of your order. We'll just remove the items you have returned from your Afterpay/Klarna/Zip payment plan, and they will no longer need to be accounted for on your end. Your original instalment amounts will remain the same, and your final payment/s will be less or cancelled depending on the return amount. You can log in to your Afterpay/Klarna/Zip account to view your updated payment schedule at any time.INTERNATIONAL RETURNSAll International Customers must contact support@merchantsofthesun.com.au to process a return. Duties, taxes, and VAT are not refunded on international returns.This return cost will need to be covered by you. We highly recommend using a prepaid shipping provider with adequate tracking options. If your parcel becomes lost in transit, we ask that you contact the provider to reach a resolution.It’s important that you ensure your return label is securely attached before returning the item and the return address is clearly marked. Our return information is provided in the final step of the returns portal, and we ask that your sender information (Full Name, Order Number and Email Address) are made available in the parcel so we know who to issue a return to.GIFT CARDSOnly one Gift Card issued by Merchants of the Sun under promotion (e.g. survey, giveaway etc.) can be redeemed per order. Gift Cards cannot be returned for cash value.