At Joe Merchant & Co we hope our products will find their way to a special place in your lives, however you may wish to return an item to us for a number of reasons. We provide an easy exchange policy on Australian orders that lets you return any goods you have purchased within 14 days of purchase either for:
-Exchange for other products in our stores (excluding shipping costs),
-Store credit (excluding shipping costs), or
-A refund of the cost of the items (excluding shipping costs).
Products Damaged or Lost in Transit
Products damaged in transit must be reported to us within 24 hours of receipt (no exceptions!). You will need to provide evidence the item was broken in transit.
If the item just does not arrive you must contact the shipping company direct as you are the recipient and can assist any couriers to find your address if required.
If the item is actually lost in transit and you used ‘Insured’ shipping we provide a replacement or refund of the cost of the items (shipping is not refundable).
Note: You are only covered if you purchase the ‘Insured’ shipping options.
No Returns For ‘Special’ Items
We don’t provide returns or exchanges for products on sale, purchased with a coupon or where you get free shipping or other discounts or where the item is marked as no returns.
Items made to order, custom made or ordered specially for you are also not returnable.
Are Shipping Costs Refundable?
Your original shipping and delivery fees and costs are not refundable. If you return an item to us you will need to pay for the return shipping cost to us.
For Australian orders only we will then ship the exchange item/s back to you free of charge using ‘Regular/Not Insured Post’. If you want insured or express we can provide subsidised rates for you.
Where a refund or exchange is requested a 15% restocking fee will be deducted from the refundable value or exchange value, this is to cover administrative costs of restocking the item and processing your refund or exchange.
Exchange Postage Costs
An additional postage charge (for delivery of the exchanged item back to the customer) may be incurred by the customer for exchanging an item.
What To Do If You Want to Return an Item?
Please contact us using the Return Requests Form within 14 days of purchase to obtain a Return Authorisation.
Send the item/s back to us well packaged, unused and in original condition with its original packaging. You should select Parcel Tracking as, if the item is lost we cannot do anything further (we don’t provide refunds or exchanges unless we receive the items).
We will check and verify the items are in a saleable condition and when approved we will process your refund or exchange.
* You must attempt to return the product to us within 7 working days from when we issue you with a Return Authorisation.
Statutory Conditions and Warranty / Refunds for Australian Customers
The Trade Practices Act 1974 (Cth) implies into all consumer contracts certain statutory conditions and warranties which cannot be excluded, restricted or modified. These are in addition to any voluntary warranties offered by the manufacturer.
Under the statutory warranty:
We will refund, repair or replace if the product defective or dead-on-arrival (DOA).
Warranty applies to the original product. Replacement product has the same warranty as the original. You must retain your proof of purchase for any manufacturer warranty claims.
We reserve the right to charge you, at our current hourly rate, for the cost of examining the good if our examination reveals that there has not been a breach of statutory conditions or warranties ie. the good is not DOA, not defective or faulty, or if it does match the sample or description.
Unfortunately, we do not refund, repair or replace where in our reasonable opinion the product becomes unmerchantable due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way or failure to take reasonable care, also excluded are material or finish imperfections common with small designer’s products.
Goods that develop a defect after first use may be covered by manufacturer warranty. You may wish to contact the manufacturer regarding returns and repairs.
No Free Exchanges or Returns for customers outside of Australia (unfortunately due to the high postage costs).
If you ordered from outside Australia you will need to apply for a Return Request and return the item using a tracked mail option.
*Joe Merchant does not pay for the shipping back to you if you wish to exchange your items.
To Contact Us to Return an Item
Use the Online Email Contact Form (fastest method and most direct). To apply for a return or exchange use the Return Requests Form.
Or call (02) 8005 0908 during business hours.
We will provide you with the return shipping address to our warehouse in Alexandria, NSW, 2015.
Joe Merchant & Co is an online platform owned and operated by Urban Refinery Pty Ltd, ABN: 94 123 597 768.