Refund Policy

About this policy

MATES is a not-for-profit organisation. Every purchase from our store helps fund suicide prevention and support services across Australia.

We aim to make sure you’re completely happy with your order and comply with the Australian Consumer Law (ACL).

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL.

You are entitled to:

• A replacement or refund for a major failure, and

• Compensation for any other reasonably foreseeable loss or damage.

If a product has a minor fault, we may choose to repair or replace it. These rights apply regardless of anything else in this policy.

Change-of-mind returns (goodwill)

Because we’re a charity, we can only offer change-of-mind refunds or exchanges when:

• You contact us within 30 days of delivery

• Items are unused, in original packaging, and in resaleable condition

• You cover return postage

Items we cannot refund or exchange

• Digital downloads, event tickets, or gift cards

• Donations (including “add a donation” at checkout)

• Personalised or custom-printed items, unless faulty

• Clearance or “final sale” stock

Faulty, damaged, or incorrect items

Email shop@mates.org.au within 7 days with your order number and photos. We’ll arrange a repair, replacement, or refund at no cost.

How to return an item

1. Email shop@mates.org.au with your order number and reason for return.

2. We’ll send instructions

Refunds

• Refunds go to the original payment method once the return is received and inspected.

• Allow up to 10 business days for bank processing.

• Original shipping is refunded only if the return is due to our error or a major fault.

Exchanges

Need a different size or style? Follow the return steps and note you’d like an exchange.

We’ll send the replacement after your original item arrives in acceptable condition.

Contact us

shop@mates.org.au