Return & Refund Policy

At SherpaMate, we aim to ensure you are satisfied with your purchase. This policy outlines your rights and our procedures in accordance with Australian Consumer Law (ACL).

1. Change of Mind Returns

We offer a 14-day change of mind return policy from the date you receive your item.

To be eligible:

  • Items must be unused, undamaged, and in original condition
  • Must include original packaging
  • Proof of purchase is required

Important:

  • Return shipping costs are the customer’s responsibility
  • A restocking fee of 15% will apply
  • Original shipping costs are non-refundable

Returns sent without prior approval will not be accepted

To request a return, contact us at:
📧 contact.sherpamate@gmail.com or contact us in WhatsApp

2. Non-Returnable Items

Due to the nature of our products, the following items cannot be returned for change of mind:

  • Custom or personalised items
  • Fragile made-to-order items (including framed wall art/canvas)
  • Clearance or sale items or discounted items
  • Gift cards

These exclusions do not affect your rights under Australian Consumer Law.

3. Damaged, Faulty or Incorrect Items (ACL Rights)

Under Australian Consumer Law, you are entitled to a replacement, repair, or refund if an item:

  • Arrives damaged or broken
  • Is faulty or not of acceptable quality
  • Is significantly different from what was described
  • Is not fit for its intended purpose

Please inspect your order upon delivery and contact us within 48 hours if there is an issue.

You must provide:

  • Photos of the item and packaging
  • Order details

We will assess the issue and provide an appropriate resolution.

4. Packaging & Returns Responsibility

  • Customers must ensure items are securely packaged when returning
  • We are not responsible for items damaged during return shipping
  • We recommend using tracked shipping

5. Exchanges

We do not offer direct exchanges.

If you would like a different item:

  1. Submit a return request
  2. Place a new order separately once approved

6. Refunds

Once we receive and inspect your return:

  • You will be notified of approval or rejection
  • Approved refunds will be issued to your original payment method
  • Processing time may vary depending on your bank or payment provider

7. Important Notice (ACL Compliance)

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.