Returns & Refunds

Last updated: Today

This policy explains the Matilda Mae 30 day money back guarantee, change of mind returns and your rights when a product is faulty, damaged, unsafe, incorrect or not as described.

30 day money back guarantee

You may request a return within 30 days after receiving your order. This voluntary guarantee is in addition to any rights you have under the Australian Consumer Law, which may continue after 30 days.

To start a return request, email us and include the information below.

● Your full name

● Your order number

● The email address used for the order

● The reason for the return

● Clear photos if the item is damaged, faulty, incorrect or not as described

● Any other details that may help us review the request

Return approval and instructions

Please contact us before sending an item. We will provide the correct return instructions and return address. Sending an item to an unapproved address may delay the return. For change of mind returns, the approved return location may be a supplier address outside Australia, including in China.

Change of mind returns

For a change of mind, size change or unwanted item, the customer is responsible for the return shipping cost. The item should be unworn, unwashed, unused and in its original condition, with tags and packaging where reasonably possible. We recommend a tracked service. Keep your tracking details until the return is complete. A change of mind refund is normally processed after the approved return location receives and checks the item.

Items excluded from change of mind returns

Unless the item has a problem covered by law, change of mind returns may not be available

for:

● Gift cards

● Items clearly marked as final sale before purchase

● Personal or hygiene related products where a return cannot be accepted for health reasons

● Items that have been worn, washed, used, altered or damaged after delivery

● Items sent to an address that was not approved for the return

These exclusions do not remove any rights under the Australian Consumer Law. Sale items remain covered by consumer guarantees.

Faulty, damaged, unsafe, incorrect or misdescribed items

Contact us as soon as possible with your order number, a clear description of the issue and photos where practical. We are entitled to assess the item before providing a remedy.

For a major problem, you can generally choose a refund or a replacement. For a minor problem, we may choose to repair the item or provide another remedy allowed by law. If a minor problem cannot be fixed within a reasonable time, further remedies may be available.

You do not need the original packaging to seek a remedy for a product problem, although we may ask for proof of purchase.

Return costs for products with a confirmed problem

If we confirm that the product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transport costs. Please keep your receipt. Different arrangements may apply to large, heavy or difficult to return products.

Refunds

Approved refunds are returned to the original payment method unless we agree on another method. Please allow additional time for your bank, card issuer or payment provider to complete the transaction.

Exchanges

An exchange may be available depending on the reason for the return and product availability. Contact us before sending anything back so we can confirm the available options.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We will try to cancel it before processing or dispatch, but cancellation may not be possible after the order has entered fulfilment.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified. Returns and refunds:

info@matildamae.com