Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note this does not include artworks please see below artwork return policy.

To start a return, you can contact us at hello@themountainmerchant.com.au. If your return is accepted we will send you 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: You are responsible for organising your return with tracking and the cost of shipping your return back to our store.

You can always contact us for any return question at hello@themountainmerchant.com.au.

Artwork 

Since each piece of artwork is uniquely crafted upon order, we're unable to accept returns except in cases where they arrive damaged or defective. Our made-to-order process ensures each piece is created just for you, contributing to less waste and a more sustainable art practice.

Damages and issues
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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We DO NOT accept returns or offer refunds on SALE/CLEARANCE items or GIFT CARDS.

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, please email us onhello@themountainmerchant.com.au if you are wanting to exchange for a different size, colour etc so we can pop your selection aside while we wait for your original item to reach us.

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 some time for your bank or credit card company to process and post the refund too.

Please Note: If you refuse delivery of an item/s you have ordered your are responsible for the cost of return freight and will be charged full cost return of returning item/s ordered.