At matacc.shop, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, exchanges, refunds, damaged products, incorrect products, and order cancellations are handled.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to you under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under the Australian Consumer Law apply in addition to any rights provided under this policy.

Change-of-Mind Returns

We accept eligible change-of-mind return requests submitted within 30 days of the date the order is delivered.

To qualify for a change-of-mind return, the product must:

• Be unused, unworn, unwashed, and undamaged

• Be in its original condition

• Include all original tags, labels, accessories, manuals, and packaging

• Be suitable for resale

• Be accompanied by valid proof of purchase

Products that show signs of use, wear, washing, alteration, damage, staining, odour, or improper handling may not qualify for a change-of-mind return.

Approval of a change-of-mind return is subject to inspection after the product is received.

Starting a Return

Before returning any product, contact us at:

Email: info@matacc.shop

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• The reason for the return

• Clear photographs or videos where the product is damaged, defective, or incorrect

If your return is approved, we will provide return instructions and the applicable return address.

Products returned without prior approval or sent to an unauthorised address may not be accepted or processed.

Do not send returns to the address shown on the original parcel unless our customer service team specifically instructs you to do so.

Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for return shipping costs.

Original shipping charges, expedited delivery charges, and other optional delivery fees are generally non-refundable for change-of-mind returns.

Where a product is faulty, damaged, incorrectly supplied, or otherwise fails to comply with an applicable consumer guarantee, matacc.shop will provide an appropriate remedy in accordance with the Australian Consumer Law. Where legally required, we will also cover reasonable return shipping costs.

We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed. We are not responsible for change-of-mind return parcels that are lost or damaged while being sent back to us.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a product that is damaged, defective, incorrect, incomplete, or materially different from its description, contact us at info@matacc.shop as soon as reasonably possible.

Please provide your order number and clear photographs or videos showing:

• The product received

• The issue with the product

• The shipping packaging

• The shipping label

• Any visible damage to the parcel

After reviewing the information, we may offer an appropriate remedy, including a repair, replacement, refund, or another solution required under the Australian Consumer Law.

Any request that customers notify us promptly is intended to help us investigate the issue and does not limit any rights that cannot legally be limited under the Australian Consumer Law.

Major and Minor Problems

Where a product has a major failure under the Australian Consumer Law, you may be entitled to reject the product and choose between a refund or replacement, subject to applicable law.

Where a product has a minor problem, we may choose to provide a repair, replacement, refund, or another appropriate remedy within a reasonable time.

The remedy available will depend on the nature and circumstances of the problem and your rights under applicable law.

Products That Cannot Be Returned for Change of Mind

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

• Personalised, customised, or made-to-order products

• Personal care, beauty, cosmetic, or hygiene-sensitive products that have been opened or used

• Underwear, swimwear, earrings, or other hygiene-sensitive products where protective seals have been removed

• Perishable products

• Gift cards

• Downloadable or digital products

• Products marked as final sale or clearance

• Products damaged through misuse, neglect, accident, improper storage, or failure to follow instructions

• Products that have been altered, repaired, or modified without authorisation

These exclusions do not apply where a product is faulty, unsafe, incorrectly described, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Sale and Promotional Products

Sale, promotional, discounted, clearance, and final-sale products are not normally eligible for change-of-mind returns unless otherwise stated.

However, customers retain all rights available under the Australian Consumer Law where a discounted or sale product is faulty, unsafe, incorrectly described, or does not meet an applicable consumer guarantee.

Exchanges

Where available, exchanges are subject to product availability and return approval.

The fastest way to obtain a different product, colour, or size may be to return the eligible original product and place a new order separately.

For change-of-mind exchanges, customers may be responsible for return shipping and any shipping costs associated with sending the replacement product.

Where an exchange is required because we supplied a faulty, damaged, or incorrect product, the matter will be handled in accordance with the Australian Consumer Law.

Refund Assessment

Once your return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

Refunds may include the purchase price and any other amounts required by applicable law. Optional shipping upgrades and original delivery fees may not be refundable for change-of-mind returns.

We reserve the right to reduce or refuse a change-of-mind refund if the returned product:

• Has been used, worn, washed, damaged, or altered

• Is missing original packaging, tags, accessories, or components

• Is not returned in a resalable condition

• Does not match the product authorised for return

• Is returned outside our voluntary change-of-mind return period

This does not affect any remedy you may be entitled to under the Australian Consumer Law.

Refund Processing Time

After a refund is approved, we will generally process it within 5–10 business days.

Your bank, card provider, PayPal, or other payment service may require additional time to credit the funds to your account. Processing times are controlled by the relevant financial institution and may vary.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at info@matacc.shop.

Original Payment Method

Refunds will normally be returned to the original payment method used for the order.

We generally cannot issue a refund to a different card, bank account, PayPal account, or payment method for security and fraud-prevention reasons.

If the original payment method is no longer available, contact us so that we can review the available options.

Partial Refunds

Where permitted by law, a partial refund may be considered for an eligible change-of-mind return if:

• The product has minor signs of handling

• Original packaging is damaged or missing

• Accessories, components, manuals, tags, or labels are missing

• The product is returned in a condition that reduces its resale value

Partial refund deductions will not be applied where doing so would be inconsistent with your rights under the Australian Consumer Law.

Return Shipping Address

Our return address may differ from the address shown on the parcel or shipping label.

You must contact info@matacc.shop and receive return instructions before sending a product back.

Returns sent to an unauthorised address may be delayed, rejected, or lost. matacc.shop is not responsible for products sent to an incorrect or unauthorised return address, except where responsibility cannot legally be excluded.

Refused and Unclaimed Deliveries

If an order is refused, unclaimed, or returned because the customer supplied an incorrect or incomplete address, we may deduct reasonable return shipping, redelivery, or handling costs from any refund, where permitted by law.

Additional shipping charges may apply if the customer requests redelivery.

This section does not apply where the delivery issue was caused by our error or where applying a deduction would be inconsistent with the Australian Consumer Law.

Order Cancellations and Changes

To request an order cancellation or change, contact info@matacc.shop as soon as possible.

We will make reasonable efforts to assist. However, we cannot guarantee that an order can be cancelled or changed after it has been confirmed, processed, packed, or dispatched.

If the order has already been dispatched, you may need to wait until it is delivered and then request a return in accordance with this policy.

Approved cancellations will generally be refunded to the original payment method.

Missing Parcels

If your tracking information shows that a parcel has been delivered but you cannot locate it, please:

1. Check the delivery location and surrounding area.

2. Ask household members, neighbours, reception staff, or building management.

3. Check for a delivery notice.

4. Contact the shipping carrier.

5. Contact us at info@matacc.shop if the parcel remains missing.

We will review the available tracking and delivery information and assist with an investigation where appropriate.

Proof of Purchase

We may request reasonable proof of purchase before providing a return, repair, replacement, or refund.

Acceptable proof may include:

• An order confirmation

• A receipt

• A payment record

• A bank or card statement

• Another document that reasonably demonstrates the purchase

Fraudulent or Abusive Returns

We reserve the right to investigate and reject return requests involving suspected fraud, altered evidence, substituted products, repeated abuse, or products not purchased from matacc.shop.

This section does not limit any rights or remedies available under the Australian Consumer Law.

Policy Updates

We may update this Return and Refund Policy from time to time to reflect changes to our business practices, operational requirements, or applicable law.

The version published on our website at the time of your request will apply, except where applying that version would unlawfully reduce rights that arose at the time of purchase.

Contact Us

For questions about returns, exchanges, damaged products, order cancellations, or refunds, contact:

matacc.shop
Email: info@matacc.shop

We will review your enquiry and respond as soon as reasonably possible during normal business days.