Refund policy
Returns & Refunds
At Matzy, we want you to be happy with your purchase. if there is a problem with your Matzy product, please contact us and we will work with you to find a suitable solution.
Change of Mind
We understand that sometimes you may change your mind about a purchase.
For change of mind returns, Matzy will accept a return provided that:
- You contact us within 7 days of receiving your order.
- The product is returned with its original packaging and any included accessories.
- The product is unused and in its original condition.
- The customer is responsible for return postage costs for change of mind returns.
Once we receive and inspect the returned product, we will process the refund to the original payment method.
Change of mind returns are not available for products that have been used, damaged after delivery, or returned without their original packaging.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty, defective or is not what you ordered, please contact us as soon as possible at hello@matzy.com.au
Please include your order number a description of the issue and photographs of the product and packaging where appropriate.
We may ask you to return the product so we can assess the issue.
If a product does not meet a consumer guarantee under the Australian Consumer Law, you are entitled to the appropriate remedy. Depending on the circumstances, this may include a repair, replacement or refund.
Where a product is faulty, damaged or incorrect, Matzy will cover reasonable return postage costs where applicable.
Damage Through Use
Matzy products are designed to be used appropriately and cared for according to any instructions provided.
A return or refund may not be available where damage has resulted from misuse, neglect, accidental damage or normal wear and tear, subject always to your rights under the Australian Consumer Law.
Refunds
Approved refunds will be processed to the original payment method.
Please allow reasonable processing time for your bank or payment provider to show the refund in your account.
Exchanges
If you would like to exchange a product because you have changed your mind. please contact us within 7 days of receiving your order. Exchanges are subject to product availability.
If a product is faulty or does not meet a consumer guarantee, Matzy will provide the remedy required under Australian Consumer Law.
How to Request a Return
Please email hello@matzy.com.au with your order number and details of your return request.
Please do not send products back without contacting us first, as we will provide you with the appropriate return instructions,
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
Our change of mind policy is separate from your rights under the Australian Consumer Law. Consumer guarantees apply automatically and cannot be removed by a store's return policy.
Updated: 10th September 2026