Returns & Refund Policy
MERZ Construction Products Ltd reserves the right, at its discretion, to repair, replace, or issue a credit for the applicable portion of the price related to the product(s) or services for any approved claims.
Returns are only accepted if the goods are returned in their original condition and packaging. If a return is approved, we will refund the purchase price (excluding shipping costs).
Incorrect Or Faulty Goods
If you receive an incorrect or damaged item, please notify us as soon as possible so we can resolve the issue.
For damaged items, please inspect them before signing for delivery. If the item is damaged, sign as “damaged” and inform us immediately. If you do not report the damage upon delivery, we won’t be able to claim it with the courier.
Once you notify us:
- Wrong Item: If you received the wrong product, we will promptly send the correct item and arrange for the incorrect one to be picked up or provide details for the nearest drop-off location.
- Damaged in Transit: If you signed as “received damaged,” we will guide you on the next steps for a replacement.
Conditions
Cancellation & Refund
If you cancel your order before it has been dispatched, we will issue a full refund.
To request a cancellation and refund, please email us with the following details:
- Your order number
- Your bank account details for the refund
⚠️ Important Note: We do not store credit card details, so we are unable to process refunds back to the card used for payment. All refunds will be issued via bank transfer.
We generally do not accept refunds for the following reasons, but we are happy to review cases individually:
- You changed your mind.
- Your circumstances have changed.
- You found a cheaper product elsewhere.
Restocking Fee: A 20% restocking fee may apply for change-of-mind returns under certain circumstances.
Return & Refund Terms
- Items must be returned in their original condition and packaging.
- Return shipping costs must be covered by the customer.
- Our return policy allows 7 days from the date of receipt to request a return.
- Shipping costs are non-refundable.
- We cannot refund items marked as non-refundable, end-of-line items, or gift cards.
- For Laybuy or Afterpay purchases, any change-of-mind returns will have the non-refundable payment provider fee deducted from the final refund.
Once a return/ refund request is approved, we will need 3-4 days to process the refund.
Warranties / Guarantees
All our products are covered by the manufacturer’s guarantees. MERZ Construction Products Ltd will make every effort to enforce any warranties or guarantees provided by the manufacturer for products supplied by us.
Liability Limitation
The total liability of MERZ Construction Products Ltd for any defect, non-compliance, or breach of obligations under these terms will not exceed the purchase price of the product(s) or services.
MERZ Construction Products Ltd will not be liable for:
- Any consequential, indirect, special, or incidental loss.
- Any loss caused by the customer, their employees, agents, or third parties.
If MERZ Construction Products Ltd on-sells products manufactured by a third party, we do not provide any express guarantees or representations on behalf of the manufacturer.
Warranty Disclaimer
Except as provided in these terms, MERZ Construction Products Ltd does not offer any express or implied warranty, condition, or guarantee regarding:
- The quality, condition, or appearance of the product(s).
- The content or fitness for a specific purpose of the product(s).
Warranty & Returns Process
1. Fault Notification
If you identify a fault with a product, please notify us by submitting your request via our Customer Service Enquiries Form:
Submit a Request
2. Troubleshooting
Our support team will work with you to determine the nature of the issue and provide troubleshooting steps. Many claims are resolved through troubleshooting without requiring a return.
To assist us in resolving your issue as quickly as possible, please include photos and/or a video showing the issue when submitting your request.
3. Item Return (If Required & Under Warranty)
If necessary, we may request that you return the item. Depending on the situation, the item may need to be returned to:
- Our service centre, or
- The manufacturer’s repair centre.
Large items must be securely packaged for transit. We strongly recommend keeping the original packaging to assist with returns. If your item is diagnosed as faulty, the following steps will apply.
4. Technical Assessment
Once received, your item will be assessed by our technicians or sent to the manufacturer. We aim to complete all assessments as quickly as possible, but please allow up to 10 business days.
⚠️ For highly technical products, the assessment and repair process may take up to 20 business days. If the total repair time is expected to exceed 10 business days, we will notify you.
5. Repair or Replacement
- If possible, we will repair the product. This may involve ordering necessary parts.
- If a repair is not feasible, we will replace the product where required.
- In some cases, we may offer a refund instead of a repair or replacement.
6. Return Delivery
- Repaired items will be delivered back to you.
- If a replacement is necessary, we will arrange for a new unit to be sent.
- If a refund is required, the amount will be issued by reversing the original transaction (excludes shipping cost).
⚠️ The faulty item will become the property of Trade Products once a replacement or refund is processed.
Manufacturer’s Warranty
If your product has a manufacturer’s warranty, the manufacturer may be able to provide a faster assessment and solution. Many manufacturers have dedicated support centres with in-depth product knowledge and better access to spare parts.
In some cases, we may refer you directly to the manufacturer or supplier for faster resolution.
Use & Regulatory Compliance
The customer must use the product(s) in accordance with all provided user manuals, ancillary documentation, and best practices required for proper use.
