Refund Policy

Matchbox Stores

If you are not entirely happy with your purchase, we will offer an exchange, credit note or refund, provided items are returned:

  • Within 14 days of purchase with the original receipt
  • In unused condition & original packaging

You are entitled to a refund, repair, exchange or credit for products that have a major fault, are unsafe or a different product to that displayed.
If a product has a problem that is not major, we will repair the item within a reasonable time.

Please keep your receipt as proof of purchase, as it must be presented when returning goods.

 

 Matchbox Online Store

If, for whatever reason, you are not entirely happy with your purchase from matchbox.com.au, we are more than happy to offer an exchange or refund under the following terms:

Please ensure that you pack and post your item(s) appropriately to ensure it arrives safely to its destination. Unfortunately Matchbox cannot be held liable for lost postage or damage in transit of your Change of Mind Return item(s).

Alternatively, you may take your item(s) and receipt to your nearest Matchbox store.

If you opt for an exchange, you will be charged for the appropriate postage costs to return and receive your exchanged item(s). If the exchanged item(s) costs more than the original purchase, you will also be required to make payment for the difference before the exchanged item(s) is sent. If the exchanged item(s) costs less than the original purchase, you will receive a refund for the difference.

If you choose to receive a full refund for your returned goods, you will receive a refund via the same method as your original payment was made.

You are entitled to a refund, repair, exchange or credit if the products you've purchased from matchbox.com.au are:

  • Faulty
  • Significantly different to those shown or described to you
  • Not doing what they're supposed to do
  • Unsafe

Where a problem with a good is not a major failure, Matchbox can choose whether to repair or replace the item or provide a refund.

For claims relating to these circumstances, please email [email protected] or call 03 9576 8155 with the following details:

  • Full name
  • Contact details (address, phone number and email)
  • Order number

If possible, please submit your claim via email and provide a photograph and description of the damage. This can help to speed up the claim procedure. Matchbox will arrange a reply paid postage return for any returns that fall under the above refund policy.

Alternatively, you may take your items and receipt to your nearest Matchbox store to lodge your claim.

 


Warranty Claims

We stock premium kitchenware, cookware and appliances, many of which have their own warranties, some are for a lifetime! In some circumstances, particularly for appliances, some cookware brands and items that were purchased a significant time ago, we may need to send your product to the distributor for assessment. They will usually assess the nature of the fault and then determine the appropriate action based on the warranty.

Matchbox will endeavour to keep your waiting time for Warranty Claims as short as possible.

For Warranty, please email [email protected] and if possible, include a photograph and description of the fault or issue, or call 03 9576 8155, with the following details:

  • Full name
  • Contact details (address, phone number and email)
  • Order number

Matchbox will arrange a reply paid postage return for any returns that fall under a Warranty Claim.

Alternatively, you may take your item and receipt to your nearest Matchbox store to lodge your claim.

 

 

 

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