Refund policy
This policy applies to purchases made from shopmaddog.com.au and from MADDOG ATELIER, Shop 6, 68 Grenfell Street, Adelaide SA 5000.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged, unsafe, misdescribed or incorrect items
If your order arrives faulty, damaged or incorrect, or does not match its description, email us at admin@shopmaddog.com.au with your order number and photos where possible. We will arrange the appropriate remedy (repair, replacement or refund) as required by the Australian Consumer Law and cover the reasonable return costs.
Change-of-mind returns
We accept change-of-mind returns within 14 days of delivery (online orders) or purchase (in store), provided the item is:
- unused and unopened,
- undamaged, and
- in its original packaging.
This applies to fragrances, perfume oils, candles, reed diffusers and similar products.
Not eligible for change-of-mind returns:
- items that have been opened or used, and
- personalised or custom-blended items.
For approved change-of-mind returns, the customer pays the return shipping.
How to start a return
Email admin@shopmaddog.com.au within 14 days with your order number and the item(s) you want to return. Please wait for our return instructions before sending anything back; items sent without an approved return may not be accepted. We recommend a tracked shipping service, as we cannot be responsible for change-of-mind returns lost in transit.
Refunds
Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are made to the original payment method. Your bank or card provider may take a few business days to show the refund.
Exchanges
To exchange an eligible item, return it under this policy and place a new order for the item you want.
Questions
Contact us at admin@shopmaddog.com.au.