REFUNDS + RETURNS

Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights.

Your rights under the Australian Consumer Law:

‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’

If in the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will refund your money or exchange the product upon presentation of your proof of purchase. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return if Mr West is at fault. That is, if the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or Mr West has breached a consumer guarantee.

Mr West does not accept returns or refunds for change of mind / return to sender

You agree that you cannot change or cancel an order after it has been placed. If you wish to change or cancel your order please contact us as soon as possible at shop@mrwest.com.au. Please review our office operating hours before making contact as the hours may vary depending on the day of the week and the time of year.

If the goods are not faulty and the customer is simply unable to accept the delivery or the parcel has been returned to sender Mr West is not obligated to provide a refund. If the parcel is refused by the recipient for change of mind, the parcel has not been collected from the specified pick-up within the collection timeframe, or the parcel has been attempted delivery multiple times and Mr West has tried to arrange the re-delivery without any correspondence from customer’s end which resolves in a return to sender, then Mr West is not liable to offer a refund.

If the order status is ‘Order being processed’, please contact us to confirm whether there might still be time for us to agree to you changing or cancelling your order. Every attempt will be made to accommodate your request, however unfortunately no guarantee can be given once an order has been placed.