Refund policy

At Mavelle & Co we want you to feel comfortable and confident in everything you buy from us. If something isn't right, we're here to help.

This policy explains two separate things: the voluntary change-of-mind returns we choose to offer, and your rights under the Australian Consumer Law. They work alongside each other.

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 and compensation for any other reasonably foreseeable loss or damage. 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.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Our voluntary 30-day change-of-mind period does not limit those rights in any way, and it does not apply to them.

30-day change-of-mind returns

We voluntarily offer change-of-mind returns on eligible items within 30 days of delivery. This is something we choose to offer in addition to your legal rights.

Return conditions

To be eligible for a change-of-mind return, the item must:

be unworn and unused
be in its original condition
have all original tags and labels still attached, where applicable
be accompanied by proof of purchase, such as your order number

Shoes should only have been tried on indoors and should be returned in their original shoe box, where applicable.

Items eligible for a change-of-mind return

Clothing — eligible when the return conditions above are met
Shoes — eligible when the return conditions above are met
Sale and discounted items — eligible, unless the item is clearly identified as excluded before you buy it
Accessories — eligible, unless excluded for hygiene reasons

Hygiene exclusions

For hygiene reasons, the following are not eligible for a voluntary change-of-mind return:

Underwear
Earrings and other pierced jewellery
Swimwear — eligible for a change-of-mind return only where the hygiene seal or protective strip is still intact and all other return conditions are met
Other hygiene-sensitive items, where this is appropriate and clearly disclosed before purchase

These hygiene exclusions apply only to voluntary change-of-mind returns. They do not exclude, restrict or modify any right or remedy available to you under the Australian Consumer Law if an item is faulty, damaged, unsafe, incorrect or not as described. Those situations are covered further below and are not limited by the conditions in this section.

How to request a return

Please email us at Support@mavelleenco.com before sending anything back. Include your order number and let us know which item you would like to return and why.

Once we have accepted your return request, we will send you the return instructions and the correct return address. Please don't post an item back to us before you have received those instructions, as we may not be able to process it.

Return shipping costs

For an eligible change-of-mind return, you are responsible for the cost of returning the item to us. We recommend using a tracked service, as you remain responsible for the item until it reaches us.

Exchanges

We don't offer direct exchanges. If you would like a different size or colour, please return the eligible item in line with this policy and place a new order for the item you prefer.

We can't reserve or guarantee that a particular size or colour will still be available.

Refunds

Approved returns are refunded to the original payment method. We don't substitute store credit for a refund you are entitled to.

For an approved change-of-mind return, we will process your refund within 10 business days after the returned item has been received and approved. Your bank or payment provider may need additional time before the funds appear in your account.

This processing period applies to our voluntary change-of-mind returns. It does not limit any remedy available to you under the Australian Consumer Law.

Change-of-mind returns we can't accept

We may decline a change-of-mind return if the item doesn't meet the conditions set out above — for example if it has been worn or used, if it has been damaged after delivery, if required tags are missing, or if a hygiene seal has been removed where one applied.

If we can't accept a change-of-mind return, we will contact you to discuss the options before taking any further steps.

This does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, incorrect, unsafe or not as described, those rights apply regardless of the condition requirements above.

Changing or cancelling an order

If you need to change or cancel an order, please contact Support@mavelleenco.com as soon as possible after placing it, with your order number.

We will always try to help, but we can't guarantee that a change or cancellation is possible. Once an order has entered processing or fulfilment it may no longer be able to be changed or stopped.

Faulty, damaged, incorrect or misdescribed items

These situations are not treated as change-of-mind returns, and the conditions above don't apply to them.

If an item arrives faulty, damaged, incorrect, unsafe or not as described, please contact Support@mavelleenco.com as soon as you can and include:

your order number
a description of the problem
clear photographs of the item, where these would reasonably help us assess it

We will assess the issue with you and let you know what happens next, including any return arrangements and the remedy available to you.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. The 30-day change-of-mind period does not apply to these rights and does not limit them.

Contact

Mavelle & Co is operated by De Grunt BV (KvK 91735297).
For anything to do with a return, refund or order, email Support@mavelleenco.com.