Shipping and Returns Policy
The website https://www.mates4matesshop.org/ (“Site") is owned and operated by Mates4Mates Limited (ABN 54 160 646 999) (t/as and referred as Mates4Mates, "we", "our", "us" or the "Company").
These Terms and Conditions govern the supply of any products ordered by you on the Site and your use of the Site.
1. Product Delivery
1.1 We dispatch items within 3-4 days of receiving your order. Your package will be dispatched to the nominated delivery address requested by you during checkout. Depending on the shipping option you choose, shipping date estimates may appear on the shipping quotes page.
1.2 A flat rate shipping fee of $8.50 is charged for orders up to $49.99. Orders of $50.00 or more receive free postage.
1.3 We ship products internationally for set fee.
1.4 We can not ship to PO boxes and require a physical address to ship orders.
2. Faulty Product Returns
2.1 We aim to provide you with a product that matches that which you order from our website. If you have received a product with a defect, please contact us via https://www.mates4matesshop.org/contact-us/ as soon as possible so we can begin the exchange process and promptly resolve the issue. In some cases, we will give you a call to chat through your expectations for a replacement or credit note.
2.2 If the product is confirmed to have a defect, we will replace the product (stock levels pending) or issue a store credit to the value of the price of the product using the original payment method. If the product is found not to have a defect, we will call and consult with regarding your original expectations of the product and how it did not meet these standards.
3. Change of Mind Returns
3.1 In addition to your rights in relation to faulty Products in clause 2, you can return any product
(a) within 30 days of purchase;
(b) unworn and unused and;
(c) in the original packaging, which must be in the original condition.
Occasionally, some products may be excluded from the change of mind return policy because of a sale or promotion. The exclusion will be noted on the product page on our site and hence a return cannot be accepted.
3.2 To ensure the returns are assessed and processed promptly; please use the https://www.mates4matesshop.org/contact-us/ page in the first instance. Please provide as much information about the reason for return and whether you could like an exchange (stock levels pending) or a store credit.
3.3 We do not issue refunds for change of mind returns, incorrect sizing or any situation similar. We offer exchanges (stock levels pending) and credit notes.
3.4 We are unable to cover the shipping costs in a return or exchange situation. Return shipping costs remain the sole responsibility of the consumer.
3.5 Nothing in this clause is intended to exclude any rights in clause 2 or any of your statutory rights as a consumer under Australian Consumer Law.
4. Store Credits
4.1 Store credits are applied to the account registered with the same email address used to place your order. Store credits are not transferable.
4.2 Store credit is valid for 12 months.
4.3 Store credit does not accrue interest nor can it be redeemed or refunded for cash. If an order made using store credit is cancelled or returned, the portion of the purchase attributable to the store credit will be restored to your account only.