Refund policy

Last updated: 02/04/2025

At Madd Hatter, we want you to love your purchases. Whether you're updating your wardrobe or treating yourself, we’re committed to providing you with an easy and hassle-free shopping experience. Below you'll find all the details regarding our shipping, delivery, returns, and exchanges policies.

 

1. Orders and Payment
When you place an order with us, you are making an offer to purchase the items listed in your order. We reserve the right to accept or reject your offer at our sole discretion, especially in cases of incorrect pricing or out-of-stock items.

Order Confirmation: Once your order is placed, you will receive an email confirming the details of your purchase. Please check your order carefully to ensure everything is correct. If you notice any errors, please contact us immediately.

Payment: We accept payment via credit card and PayPal. More payment options will be added over time and this list will be updated accordingly. All transactions are processed in Australian dollars (AUD).

Pricing: All prices listed on our website are in AUD and include GST (Goods and Services Tax), where applicable. Prices are subject to change without notice.

 

2. Shipping and Delivery
We offer shipping throughout Australia. Internationally delivery will be added in the future. Delivery charges will be calculated at checkout based on your location and the size/weight of your order.

Processing Time: Orders are typically processed within 2 business days after payment has been received. Please note that processing times may vary during peak periods (e.g., holidays, sales events).

Shipping Time: Delivery times will depend on the shipping method chosen at checkout and your location. Estimated delivery times are provided during the checkout process.

Shipping Partners: We use trusted shipping partners such as Australia Post, DHL, etc. to deliver your orders. You will receive tracking information once your order has been shipped.

Shipping Delays: While we strive to ensure timely delivery, please note that delivery times may be affected by circumstances beyond our control (e.g., extreme weather, public holidays, or courier delays).

 

3. Returns and Exchanges
We want you to be happy with your purchase, so we offer a returns and exchanges policy.

Return Policy: If you are not completely satisfied with your purchase, you may return items within 28 days of receiving your order. The returned items must be unused, unwashed, and in their original packaging with tags intact.

Exclusions: Items marked as "final sale" or "non-returnable" cannot be returned or exchanged.

Exchange: You may exchange your item for another size or style, subject to availability, within 28 days of receiving your order. If the item you wish to exchange for is out of stock, you will be offered a refund.

Return Process: To initiate a return, please contact our customer service team at support@maddhatter.com to obtain a Return Authorization Number (RAN). Returns without an RAN will not be accepted.

Return Shipping: Customers are responsible for the cost of return shipping.

 

4. Faulty or Incorrect Items
In the event that you receive a faulty or incorrect item, please contact us immediately. You must notify us of faulty or incorrect items within 28 days of receiving your order.

 

5. Refunds
Once we receive and inspect your return, we will notify you via email. If your return is approved, we will process your refund to the original payment method. Please allow 7-10 business days for the refund to the process and reflected in your account.

Please note that original shipping fees are non-refundable.

 

6. Exchanges
If you wish to exchange an item for a different size or colour, we are happy to assist. The item you wish to exchange for must be in stock.

Exchange Process:
To initiate an exchange, contact our customer service team at support@maddhatter.com to request an exchange authorization, within 28 days of receiving your order. We will guide you on how to return the original item and arrange for the exchange.

    • The item you wish to exchange must be returned to us in the same condition as when you received it (unused, unwashed, and with tags intact).
    • You are responsible for the return shipping costs.

Exchanging for a Different Size or Colour:
If the exchange is due to size or colour issues, we’ll ship the replacement item to you as soon as we receive the original return. In the case that the requested item is out of stock, you will be offered a refund or store credit.

    • You are responsible for the return shipping costs.

 

Important Information

  • Non-returnable Items:
    For hygiene and safety reasons, certain items cannot be returned or exchanged, including (but not limited to):
    • Underwear, swimwear, and intimates (unless faulty)
    • Gift cards and vouchers
    • Custom or personalized items
  • Return Shipping Costs:
    • The customer is responsible for the cost of return shipping.
    • We recommend using a tracked shipping service for returns, as we cannot guarantee that we will receive your returned item.
  • Processing Time for Returns:
    Once we receive your return, please allow 7–10 business days for processing and issuing your refund or exchange.

 

Contact Us

If you have any questions regarding shipping, returns, or exchanges, please don’t hesitate to contact us by:

  • email - support@maddhatter.com