Refund Policy
At Mara Sydney, we aim to provide a clear, fair and efficient process for handling returns, exchanges, product issues and refunds.
This Refund Policy applies to purchases made through www.mara-sydney.com.
Please read the following terms carefully before placing your order.
1. Change of Mind and Customer-Requested Exchanges
Mara Sydney does not provide refunds for change of mind.
However, in certain circumstances, we may accept a return or exchange where a customer:
- no longer likes the product;
- selected the wrong size;
- selected the wrong colour, model or variant; or
- wishes to exchange the product for another available option.
Any return or exchange requested for these reasons is subject to approval by Mara Sydney.
The customer is responsible for all return shipping costs and, where applicable, any additional shipping costs associated with sending a replacement product.
Returned products must be:
- unused;
- undamaged;
- unwashed;
- uninstalled;
- unaltered;
- in their original condition; and
- returned with all accessories and original packaging where reasonably possible.
Mara Sydney reserves the right to refuse a change-of-mind return or exchange where the item has been used, damaged, altered or is otherwise not suitable for resale.
This policy does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
2. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or materially different from its description, please contact us as soon as reasonably possible at:
Please include:
- your full name;
- your order number;
- a clear description of the issue;
- photographs showing the product and the problem; and
- photographs of the packaging where relevant.
We may also request video evidence where reasonably necessary to assess the issue.
We reserve the right to inspect or assess the product before providing a remedy where permitted by law.
Where a product has a major failure under Australian Consumer Law, you may be entitled to choose between a refund or replacement.
Where the problem is minor, we may be entitled to provide an appropriate remedy within a reasonable period.
Nothing in this policy limits your rights under Australian Consumer Law.
3. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.
A major problem may include situations where a product:
- is unsafe;
- is significantly different from its description;
- has a serious problem that would have prevented a reasonable customer from purchasing it;
- cannot be used for its normal purpose; or
- cannot be repaired easily within a reasonable period.
For a major problem, Australian Consumer Law may give you the right to choose a refund or replacement.
4. Items Not Eligible for Return or Exchange
A return or exchange may be refused where:
- the item has been used;
- the item has been installed;
- the item has been washed;
- the item has been damaged after delivery;
- the item has been altered or modified;
- the item is incomplete;
- the product is personalised or made to order;
- the product is a gift card, where applicable; or
- the product cannot reasonably be returned for hygiene or safety reasons.
These exclusions do not apply where the product fails to meet a consumer guarantee under Australian Consumer Law.
5. Sale and Promotional Items
Products purchased during a sale, promotion or discount campaign are not eligible for a refund simply because of a change of mind.
Where a customer wishes to request an exchange for a sale or promotional item, approval will be considered on a case-by-case basis and may depend on product availability.
Any approved exchange requested because of personal preference, incorrect size, colour, model or variant selected by the customer will be subject to return shipping costs paid by the customer.
If a sale or promotional item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, your rights under Australian Consumer Law continue to apply.
6. Return Shipping Costs
For returns or exchanges requested because of:
- change of mind;
- personal preference;
- incorrect size selected by the customer;
- incorrect colour selected by the customer;
- incorrect model or variant selected by the customer; or
- any other reason that is not caused by a fault or error in the product supplied,
all return shipping costs are the responsibility of the customer.
Where applicable, the customer may also be responsible for the shipping cost of a replacement product.
Because Mara Sydney operates using a direct-to-customer fulfilment model, some products are dispatched directly from suppliers or fulfilment partners located outside Australia.
As a result, an approved return may need to be sent to an international return address.
Any international return shipping costs associated with a customer-requested return or exchange are the responsibility of the customer.
If the product is confirmed to be:
- faulty;
- damaged on arrival;
- incorrectly supplied; or
- materially different from its description,
reasonable return shipping costs will be handled by Mara Sydney in accordance with applicable Australian Consumer Law.
7. Return Address
The return address will be provided by email after your return or exchange request has been reviewed and approved.
Please do not send products back to the address shown on the original parcel unless we specifically instruct you to do so.
Because products may be dispatched by different suppliers or fulfilment partners, the return address may differ from the original shipping address and may be located outside Australia.
Returns sent:
- without prior approval;
- to an incorrect address;
- to the original parcel address without confirmation; or
- without following the provided instructions
may experience significant delays or may not be processed correctly.
Please contact:
before returning any product.
8. Return Procedure
To request a return or exchange, please email:
Your request should include:
- your full name;
- your order number;
- the product concerned;
- the reason for the return or exchange; and
- photographs or video where the product is faulty, damaged or incorrect.
Once your request has been reviewed, we will inform you whether the return or exchange has been approved and provide the relevant instructions.
Please do not return any product before receiving our instructions.
9. Return Condition
Any product returned for a customer-requested exchange must be carefully packaged to prevent damage during transport.
The product must arrive in a condition suitable for inspection and, where applicable, resale.
Where a returned product has been damaged because of insufficient packaging, misuse or handling by the customer, Mara Sydney may refuse the exchange or reduce any voluntary credit offered, where permitted by law.
This does not affect statutory remedies where the original product was faulty or non-compliant.
10. Refunds
Mara Sydney does not provide refunds solely because a customer changes their mind.
Where a refund is required under Australian Consumer Law or otherwise approved by Mara Sydney, it will generally be issued to the original payment method used for the purchase.
Once a refund has been processed, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.
Where Australian Consumer Law requires a refund, it will be provided in accordance with those statutory obligations.
11. Partial Refunds
Mara Sydney does not use partial refunds to reduce a customer's statutory entitlement where Australian Consumer Law requires a full refund.
In certain situations, where a customer voluntarily agrees to keep a product despite a minor issue, Mara Sydney and the customer may agree to a partial refund, store credit or another appropriate resolution.
Any such arrangement will be assessed individually.
12. Exchanges
Mara Sydney may accept exchanges for reasons including:
- incorrect size selected by the customer;
- incorrect colour selected by the customer;
- incorrect model or variant selected by the customer; or
- personal preference.
All exchanges are subject to:
- approval by Mara Sydney;
- product availability;
- the returned item being in acceptable condition; and
- the customer paying the applicable return shipping costs.
Where applicable, the customer may also be responsible for the cost of shipping the replacement product.
If the requested replacement product is unavailable, we may offer an alternative product or store credit.
This does not create a right to a cash refund for change of mind.
Where the original product is faulty, damaged or incorrectly supplied, remedies will be handled in accordance with Australian Consumer Law.
13. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
Because orders may enter processing shortly after they are placed, cancellation cannot be guaranteed.
If your order has not yet entered processing, we will make reasonable efforts to cancel it.
Once an order has entered processing or has been dispatched, it may no longer be possible to cancel it.
A dispatched order cannot be returned for a cash refund solely because the customer changes their mind.
If the customer requests an approved exchange after delivery, return shipping costs will be the customer's responsibility unless the product is faulty, damaged or incorrectly supplied.
14. Missing or Delivery-Related Issues
If your tracking information has not updated for an extended period or your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact:
We will investigate the shipment with the relevant supplier or logistics provider.
Where tracking indicates successful delivery to the address provided at checkout, we may request additional information or evidence before investigating a claim.
Customers are responsible for ensuring that the delivery address supplied at checkout is accurate and complete.
This does not limit any rights that cannot legally be excluded.
15. Direct Supplier Fulfilment
Mara Sydney operates using a direct-to-customer fulfilment model.
Some products are shipped directly from our suppliers or fulfilment partners, which may be located outside Australia.
This means that:
- the original dispatch location may be outside Australia;
- different products may be fulfilled by different suppliers;
- products within the same order may occasionally arrive separately; and
- approved returns may need to be sent to a different location from the original dispatch address.
The appropriate return instructions will always be provided by our customer service team before a product is returned.
16. Contact Us
For questions regarding a return, exchange, refund, damaged item or product issue, please contact:
Mara Sydney
Email: info@mara-sydney.com
Website: www.mara-sydney.com