Return Policy - Maddy-Melbourne

REFUND & RETURN POLICY – MADDY-MELBOURNE

Effective as of 10 September 2025

1. ORDER CANCELLATIONS

We aim to process and dispatch all orders as quickly as possible.
Once your order has been paid and entered into our fulfilment system, it cannot be changed or cancelled.
Cancellations are only accepted within 10 minutes of placing the order, provided that the order has not yet entered the packaging or shipping process.

2. REFUNDS

A 100% refund is available only in the following cases:

  • The product arrives damaged or defective due to transit or manufacturing issues.

  • The incorrect product was delivered (for example, a different item or style from what was ordered).

In all other situations — such as a change of mind, size not fitting as expected, or personal dislike of colour or material — refunds are not available.
However, as part of our goodwill policy, partial refunds or store credits may be considered on a discretionary basis.

3. RETURNS

Returns are accepted only after pre-approval by our customer support team.
To request a return, please contact us within 30 days of receiving your order at:
📧 maddy-melbourne@outlook.com

Please include:

  • Your order number

  • Photos clearly showing the issue (if applicable)

  • Your full name and delivery address

If your return request is approved, we will provide the official return address.
Do not send items to the sender’s address; returns sent without prior authorization cannot be processed.

Customers are responsible for all return shipping costs, including international delivery fees and handling charges.
Returned items must be in original condition, unworn, unwashed, and with all tags and packaging intact.

Once the return has been received and inspected, refunds (if approved) will be processed within 7 working days.

4. NON-REFUNDABLE CONDITIONS

We reserve the right to decline a refund or return if:

  • The item has been used, damaged, washed, or altered.

  • The product was purchased under a Flash Sale, Final Sale, or Clearance promotion.

  • The return request was made more than 30 days after delivery.

  • The product shows signs of wear, odour, or stains.

  • The return was sent without prior authorization.

5. DELIVERY TIMEFRAMES

All orders are shipped from our main warehouse via international fulfilment partners.
Delivery times may vary due to logistics, courier capacity, or customs handling.
Estimated delivery times are listed in our Shipping Policy.

By completing a purchase, customers acknowledge and accept these delivery timeframes as reasonable under the Australian Consumer Law (ACL).

6. LEGAL COMPLIANCE (ACL)

Under the Australian Consumer Law, customers are entitled to a remedy (repair, replacement, or refund) only when a product is:

  • Defective, unsafe, or incorrectly supplied, or

  • Substantially different from what was ordered (for example, receiving a completely different product).

The ACL does not apply to:

  • A change of mind or preference,

  • Choosing the wrong size or colour, or

  • Minor variations in appearance consistent with the product description.

This policy complies fully with the Australian Consumer Law (ACL) and the Competition and Consumer Act 2010.

7. CONTACT

For all refund, return, or claim inquiries, please contact:
📧 maddy-melbourne@outlook.com

Please include your order number and photos (if applicable).
Our team will respond within 24 hours (Monday–Friday).