Refund policy

Refund Policy

Last Updated: August 20, 2024

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 cannot be returned or exchanged due to change of mind. 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 ensure that you carefully check your order details before finalising your purchase.

Non-Personalised Products

If you wish to return a non-personalised product, it must be unused and in its original condition. You must contact us within 14 days of delivery to initiate a return. Once we receive and inspect the returned item, we will process your refund or exchange. Please note that personalised products are non-returnable under all circumstances except where a fault is identified.

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.