Refund policy

Return Eligibility

• We accept returns on most items within 14 days of the delivery date.
• To be eligible for a return, the item must be:
• Unused, undamaged, and in the original packaging.
• Not a final sale or non-returnable item such as perishable goods or custom-made items

How to Return an Item

To initiate a return, please follow these steps:

1. Contact our customer service team at hello@mattshroom.com.au within 14 days of receiving your order.
2. Provide your order number and the reason for the return.
3. Our team will guide you through the return process and provide you with a return authorization and shipping instructions.

Please note: The return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., damaged or incorrect items).

Non-Returnable Items

The following items are not eligible for return or refund:

• Gift cards
• Personalized or custom-made items
• Perishable goods (e.g., food, plants)
• Opened or used products

Refund Process

Once we receive your returned item(s), we will inspect it to ensure it meets our return criteria. If approved, we will issue your refund to the original payment method.

• Please allow 5-10 business days for processing after we receive the returned item.
• Shipping charges are non-refundable, unless the return is due to an error on our part (e.g., damaged or wrong items).

Refund Amount: You will be refunded the full purchase price of the item(s) minus any applicable shipping fees or restocking fees, if applicable.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired product.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact our customer service team immediately at hello@mattshroom.com.au and provide:

• Your order number.
• Photos of the damaged or incorrect item.
• A description of the issue. We will promptly resolve the issue by either sending you a replacement item or issuing a full refund.

Sale or Clearance Items

Sale or clearance items are eligible for return, but may be subject to additional terms. Please review the product details carefully before making a purchase.

Cancellations

Orders can only be cancelled before they are shipped. Once your order is processed and shipped, it cannot be cancelled. If you need to cancel an order, please contact us as soon as possible at hello@mattshroom.com.au.

Customer Service

If you have any questions or need further assistance with a return, please contact our customer service team at hello@mattshroom.com.au. We are happy to help!

Thank you for shopping with Mattshroom Plants and Fungi. We appreciate your business and strive to provide the best shopping experience possible!