Refunds and Returns Policy

The Matchbox Promise

Matchbox stocks premium quality kitchenware, cookware and appliances. If a product you order is received in faulty condition or is not as shown to you on the Website, you are entitled to a refund, repair, exchange or credit with our Matchbox 10-Year Promise.

Our 10-year guarantee means if your item is defective, faulty, or not fit for purpose, we promise to take care of it by allowing you to return that item for up to 10 years from your purchase. You can return your items either by delivery or bringing them into stores.

While this excludes breakages, wear and tear, or other scenarios outside of manufacturing defects, our Customer Service teams both online and in stores are here to assist you in selecting a suitable replacement. Exchanges made in-store will be conducted at the Store Manager's discretion.

If, for whatever reason, you change your mind or you are not entirely happy with your purchase from the Website, we can offer you an exchange or refund excluding delivery and re-delivery costs. Change of Mind Returns are only available within 30 days of purchase for online orders, or within 14 days of purchase for stores, and are subject to our Store Staff or Customer Service Team's discretion.

Change of Mind Returns

Change of Mind Returns are only available within 30 days of purchase for online orders, or within 14 days of purchase for stores, and are subject to our Store Staff or Customer Service Team's discretion.

For purchases made at Matchbox stores, we can only credit note or refund your item(s) in-store on the following terms: they are presented with a Matchbox register receipt; they are purchased within the past 30 days; and they are unused and in the original packaging/condition in which they were purchased.

 

Matchbox Online Store

If, for whatever reason, you change your mind or you are not entirely happy with your purchase from the Website, we can offer you an exchange or refund excluding delivery and re-delivery costs.

At Matchbox, we offer change of mind returns under the following terms:

  • 30 days from date of purchase.
  • Goods must be unused, in the original packaging and in the condition in which they were purchased.
  • To return your order via post, please complete the Returns Form enclosed with your order and include your Returns Form and Order Invoice with your parcel. Send it back to us within 30 days. Alternatively, please contact Matchbox regarding your return within 30 days of purchase via email to info@matchbox.com.au.
  • Please ensure that you pack and post your item(s) appropriately and clearly display the Matchbox return address listed below, to ensure the parcel arrives safely to its destination.
  • Please note Matchbox cannot be held liable for lost postage or damage in transit of your Change of Mind Return item(s). We recommend using Australia Registered or Express Post to ensure tracking of your return. 
  • Customers are responsible for all return postage costs for change of mind returns and exchanges.
  • Alternatively, you may take your item(s) and receipt to your nearest Matchbox store.

    MATCHBOX ONLINE RETURNS: 18 Bond Street Abbotsford VICTORIA 3067


    If you opt for an exchange, you will be charged for the appropriate postage costs to 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. There will be no postage costs for additional orders over $100. 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 an exchange under The Matchbox Promise, our 10-year replacement warranty, 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 an item is not a major failure, Matchbox can choose whether to repair or replace the item or provide a refund. All refunds & exchanges are subject to Customer Service Team's discretion.

    For claims relating to these circumstances, please email info@matchbox.com.au 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.

     

    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 can repair or exchange the item within a reasonable time.

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


    Supplier 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 info@matchbox.com.au and if possible, include a photograph and description of the fault or issue, or call your local store, 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.
    Customer Service