Refund policy

To be eligible for a return if you have bought products from our brand store au.store.mercusys.com, please refer the below information for our refund policy. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact us page. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note returns cannot be handled at the shipping address.

You can always contact us for any return question at contact us page.

 

Eligible Products for Refunds & Exchanges


Refunds & Exchanges are only available for purchases made directly through the Mercusys official online store (DTC & eBay). For purchases made through Mercusys authorized distributors, retailers, Amazon, or other third-party channels, please contact the original purchase channel or seller for Refunds & Exchanges requests.

 

Faulty Issue When Purchase

In most cases, issues with an item can be resolved from the comfort of your home. If your item is not working properly, please start by checking our Product Support site https://www.mercusys.com/au/support/contact-technical-support to see if we can solve your issue. Here, you can also access frequently asked questions about your product, video guides, set-up advice, download manuals, contact support centres, and much more via out support page.

If you are still facing the issue, you have 30 calendar days in which to inform us of the fault via contact us page to request an exchanges or refund. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method. If we test returned items, and not found to be faulty by our tech team, we might return the item to you, in this instance you will be liable for the return fees.

We have a 30-day return policy for faulty items, which means you have 30 days after receiving your item to request an exchanges or refund.


Faulty Items Within Warranty Period

If any of your items develop a fault, and it’s more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.

Please see "Warranty Guide" at https://www.mercusys.com/au/support/warranty-terms

 

Damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We have a 30-day return policy for damage items, which means you have 30 days after receiving your item to request a return.

 

Changed Mind

If you've changed your mind and need to return an item, you have 14 days from the date of purchase or date of receipt if delivered, to return your item(s).

Your item(s) must be in the same condition that you received it :

  • Unused and with all original components
  • Unworn in its original packaging (with the outerwrap if applicable)
  • In a resaleable condition
  • With its proof of purchase
  • With any free items that came with the product

Refunds will be processed by the original payment method. If you paid by card, it can take up to 14 working days to appear back in your account. You must cover the delivery cost for returning unwanted goods and the order shipping fees will be deducted from refunded amount.

 

Exceptions / Non-returnable Items

  • You must cover the delivery cost for returning unwanted goods.
  • You must cover the delivery cost for the return parcel due to no one was home to accept the package after 2 delivery attempts by carrier.
  • We cannot accept refund for losing parcel due to the incorrect address provided when you place the order. Please make sure you fill the accurate delivery address or contact us immediately at contact us page after you place the order to avoid any loss.
  • We cannot accept returns on sale/clearance/bundle items or gift cards.
  • We cannot cover any third-party fees, including but not limited to installation, disassembly, shipping, customs duties, and VAT.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 14 working days for your bank or credit card company to process and post the refund too. If you’ve been waiting longer than 14 working days, then please contact our customer services team at  contact us page.