Refund policy

Refund Policy

Last Updated: June 12, 2026

At The Mailroom Co, we take pride in the quality of our products, particularly those that are personalised. Due to the custom nature of our offerings, we have specific guidelines regarding returns, exchanges, and refunds.

Personalised Products

Personalised products are made to your specifications and cannot be returned or exchanged due to change of mind. For customers in the European Union: under EU consumer law, the 14 day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. This includes all personalised letters and personalised keepsakes.

If there is an issue with your order that is a result of our error, such as incorrect spelling at the production stage, we will gladly replace the item at no additional cost to you. Please check your order details carefully before finalising your purchase. Nothing in this policy limits your rights under the Australian Consumer Law or, for EU customers, your statutory rights under EU consumer law.

Non-Personalised Products

If you wish to return a non-personalised product, it must be unused and in its original condition. Please contact us within 14 days of delivery to let us know you wish to return it, then post the item back to us within 14 days of that notification. Once we receive and inspect the returned item, we will process your refund or exchange.

Customers in the European Union

If you are an EU customer, you have a statutory 14 day right of withdrawal on non-personalised products, beginning the day you receive your order. To exercise this right, use the withdrawal option on our website or contact us at magic@themailroomco.com.au. We will confirm your request by email. Your refund, including standard outbound shipping, will be processed within 14 days of receiving the returned item or proof of postage, whichever comes first. Return shipping costs are the customer's responsibility.

Damages and Issues

We encourage you to inspect your order immediately upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us as soon as possible at magic@themailroomco.com.au so we can evaluate the issue and make it right. When reporting an issue, please include photos of the item and packaging, especially if the issue is due to mishandling during delivery.

Refund Process

Refunds will be issued to the original payment method used for the purchase. Please allow up to two business days for the refund to be processed, particularly during busier periods.

Return Shipping

For change-of-mind returns, the customer is responsible for covering the cost of return shipping. If the item is faulty, incorrect, or if we request the return of the item, we will provide a prepaid return shipping label.

Proof of Purchase

To process a return or exchange, we require proof of purchase, such as the order number provided in your confirmation email from Shopify.

Exchanges

In cases where a refund is not suitable, we may offer an exchange instead. This will be determined based on the nature of the issue and product availability.