Refund policy

Package Mate Return & Refund Policy

We offer a 14-day return policy for change-of-mind purchases, allowing you to request a return within 14 days of receiving your standard products.

Consumer Rights under Australian Law

Your rights under Australian Consumer Law (ACL) are separate from our store policy. If your item is faulty, not as described, or unfit for purpose, you have the right to a repair, replacement, or refund, regardless of our return policy.

Change of Mind Returns

To be eligible for a change-of-mind return, your item must:

  • Be in the same condition as when you received it
  • Be unworn or unused, with original tags attached
  • Be in its original packaging
  • Have a valid receipt or proof of purchase

If your return is approved, you will be responsible for return shipping costs. A restocking fee of 15% or $15 (whichever is higher) applies.

💡 Note: Custom-made items and sale items cannot be returned for change of mind.

Returning Faulty, Incorrect, or Misrepresented Items

If your item is faulty, misrepresented, or not as described, please contact us immediately by filing out this form.

  • You are entitled to a repair, replacement, or full refund, as per ACL.
  • We will cover all return shipping costs for faulty or misrepresented items.
  • Items can be returned even if opened, used, or not in their original packaging if they have a defect.

Shipping Damage & Evidence Requirements

Package Mate always ensures that your products are packed with sufficient protection (such as plastic wrap) before dispatch.

However, we are not liable for damages caused by third parties (e.g., courier company drivers) during the shipping process.

If you receive a damaged item:

  1. Damages must be reported within 3 days after the delivery.

  2. The receiver must provide sufficient evidence (such as photos or videos of the damaged packaging material, e.g., torn plastic wrap, crushed cartons, or wet packaging) so that Package Mate can lodge a damage claim with the freight company on your behalf.

⚠️ Please note: While Package Mate always strives to do the right thing, the lack of evidence may result in us being unable to provide a refund or replacement.

Lost Packages

Lost Packages

  • If your order has not arrived, please contact the shipping carrier for an update.
  • If a package is lost before delivery, we are responsible for replacing or refunding your order as required under ACL.

Exchanges

The fastest way to get another item is to return the one you have and place a new order separately.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

  • If approved, refunds will be processed back to your original payment method.
  • Please allow time for your bank or credit card company to process the refund.
  • Restocking fees apply only to change-of-mind returns.

For any questions, please send us a message using this link.