Refund policy
Returns & Refunds Policy
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.
Change of Mind Returns
We offer a 30-day change-of-mind return period. You have 30 days from the date of receiving your order to request a return.
- To qualify for a change-of-mind return, items must be in brand new, unused condition, with all original tags attached, and in their original packaging.
- Return Shipping: Customers are responsible for all return shipping costs associated with change-of-mind returns. Shipping fees are non-refundable. If we provide a prepaid return label upon request, the cost of that shipping label will be deducted from your total refund amount.
- Change-of-mind returns are not accepted on gift cards or custom/made-to-order items. For sale or promotional items, change-of-mind returns are subject to standard promotional conditions, but your statutory consumer rights remain unaffected.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately at enquiries@mudtamer.com.au with your order number and photos/details of the issue.
- If the item is confirmed to have a defect, damage, or is not as described, Mudtamer will cover all return shipping costs and provide a replacement, repair, or full refund in accordance with your rights under the Australian Consumer Law.
How to Start a Return
To initiate any return, please email enquiries@mudtamer.com.au with your order number and proof of purchase. Items returned without prior confirmation may not be traceable.
Returns address:
Unit 2/4 Rutherford Road, Seaford, VIC, 3198, Australia
Refund Processing
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed back to your original payment method within 10 business days.
International Returns (New Zealand & United Kingdom)
New Zealand Orders:
Handled under the same terms as our standard policy above.
For change-of-mind returns, customers are responsible for all international return postage and any applicable customs duties. Statutory rights under the NZ Consumer Guarantees Act 1993 remain unaffected for faulty or damaged goods.
United Kingdom Orders (Distance Selling Regulations):
UK customers have a statutory right to cancel their order for any reason within 14 days of receiving the goods.
To exercise this right, notify us at enquiries@mudtamer.com.au within 14 days of delivery. Once notified, you have a further 14 days to return the goods to our Australian facility.
Return Shipping:
Customers are responsible for all return shipping costs and courier arrangements when returning goods from the UK to Australia under this cancellation right.
Outbound Shipping Refund:
If you cancel your complete order within the statutory 14-day cooling-off period, we will refund the purchase price plus our standard outbound delivery charge. Any premium or express delivery surcharges selected at checkout are non-refundable.
Goods may be inspected as you would in a store, but we reserve the right to deduct an amount from the refund if the value of the goods has been diminished through handling beyond what is necessary to establish their nature and fit.