Refund policy

At Claude Cater Mensland, we want you to be happy with your purchase.

This policy is provided in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item you purchase is faulty, unsafe, significantly different from its description, or does not do what it is supposed to do, you may be entitled to a repair, replacement or refund. 

Faulty, damaged or incorrect items

If your item is faulty, damaged, incorrect, unsafe, significantly different from its description, or does not do what it is supposed to do, please contact us as soon as possible.

Under the Australian Consumer Law, if the item has a major problem, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to repair or replace the item within a reasonable time. If we cannot do so within a reasonable time, you may be entitled to a refund.

A major problem may include where the item:

  • would not have been purchased if you had known about the problem

  • is unsafe

  • is significantly different from the description or sample

  • is not fit for its normal purpose, or for a purpose you told us about, and cannot easily be fixed

Sale items

Sale items are covered by the same consumer guarantees as full-priced items. If a sale item has a major or minor problem under the Australian Consumer Law, you may still be entitled to a repair, replacement or refund.

We may choose not to accept change-of-mind returns on sale items.

Items not eligible for return

We may refuse a return or exchange where:

  • the item has been worn, used, washed or damaged after purchase

  • the problem is caused by misuse, abnormal use, or failure to follow care instructions

  • the fault was clearly identified to you before purchase

  • the return is a change-of-mind request that does not meet the conditions in this policy

These limits do not affect any rights you may have under the Australian Consumer Law.

Change of mind

We do not provide refunds for change of mind, including if you:

  • choose the wrong size

  • change your mind

  • decide you no longer want the item

  • find the item cheaper elsewhere

However, we may offer an exchange or store credit at our discretion, provided:

  • your request is made within 30 days of purchase

  • the item is unused, unworn, unwashed and in original saleable condition

  • all original tags are attached

  • you provide proof of purchase

Change-of-mind remedies are not required under the Australian Consumer Law, so any exchange or store credit offered for change of mind is at our discretion.

Proof of purchase

For all returns, refunds or exchanges, we require proof of purchase, such as a receipt, tax invoice, order confirmation, or other valid proof of purchase. Businesses can ask for proof of purchase when a customer requests a repair, replacement or refund.

How to request a return, refund or exchange

Please contact us at cater@menslandmareeba.com.au or 07 4092 1133 before returning your item.

Please include:

  • your full name

  • your order number or proof of purchase

  • details of the item

  • the reason for the return

  • photos, if the item is faulty or damaged

Please do not send your purchase back to the manufacturer. Under the Australian Consumer Law, the seller is responsible for providing the appropriate remedy when required.

Approved returns can be sent to:

Claude Cater Mensland
199 Byrnes Street
Mareeba QLD 4880
Australia

Return shipping

If you are returning an item due to change of mind, you are responsible for the cost of return shipping.

If the item is faulty, damaged, incorrect, or does not meet a consumer guarantee, please contact us first so we can arrange the appropriate next steps.

For your peace of mind, we recommend using a trackable shipping service for returned items, as we cannot be responsible for parcels lost in transit.

Refund processing

Once your return is received and assessed, we will notify you of the outcome.

Where a refund is approved, it will be processed to your original method of payment within a reasonable time. Processing times may vary depending on your bank or payment provider.

Contact us

If you have any questions about returns, refunds or exchanges, please contact us at:

                                                                                      

Email: cater@menslandmareeba.com.au
Address: 199 Byrnes Street, Mareeba QLD 4880, Australia