Politique de remboursement

We want you to be happy with your purchase. This policy sets out how returns, refunds and exchanges work when you buy from us operating in Australia.

Change of Mind Returns

If you simply change your mind (for example the style, size or colour wasn’t quite right), you may request a return within 30 calendar days of the item being delivered to you.

To qualify, the item must be in the same condition you received it — unused or unworn, with all tags still attached, and be in its original packaging.

You will need to provide proof of purchase (e.g., receipt or order confirmation email).

Return shipping costs for change-of-mind returns are generally your responsibility unless otherwise stated.

Once your return is accepted, we will process a refund for the price you paid (excluding original shipping unless specified). Refunds will be made to the original payment method within 10 business days of us receiving and inspecting the item.

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.

Under the Australian Consumer Law, you are entitled to a remedy. Remedies may include repair, replacement or refund depending on the nature of the issue. Sprint Law+2ACCC+2

If the item is found to be faulty or incorrect, we will cover the cost of return shipping.

Exceptions / non-returnable items

For change-of-mind returns, certain items cannot be returned (unless faulty) such as perishable goods (food, flowers, plants), custom-made or personalised items, opened personal care/beauty goods, hazardous materials, flammable liquids or gases.

Faulty items still carry consumer guarantee rights — you cannot exclude those rights. ACCC+1

Sale items may be accepted for exchange or store credit at our discretion if they are in resalable condition, but unless faulty they may not be eligible for a refund.

Exchanges

The fastest way to get what you want is to return your original item (as per the “Change of Mind” process) and then place a new order for the replacement item you want.

We do not guarantee that the replacement item is available; availability may affect exchange options.

Refunds

Refunds cannot be processed for orders that have already been paid using the consolidated shipping option.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@matspantry.com.au