Refund policy

RETURN & REFUND POLICY

Last updated: 26 August 2026

At Maggye Douti, we want you to shop with confidence. This Return & Refund Policy explains how returns, exchanges, refunds and faulty product claims are handled.

This policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies you may have under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Under the ACL, products sold to consumers must, among other things:

  • be of acceptable quality;

  • be safe, durable and free from unacceptable defects;

  • be fit for any disclosed purpose;

  • match their description;

  • match any sample or demonstration model where applicable; and

  • meet any express promises or representations made about them.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the problem is major or minor.

Nothing in this policy limits your statutory rights.

2. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Maggye Douti voluntarily accepts eligible change-of-mind returns within 30 days of delivery.

To qualify for a change-of-mind return, the product must:

  • be unused and unworn;

  • be unwashed;

  • be in its original condition;

  • have all original tags, labels and accessories attached or included;

  • be returned in its original packaging where reasonably possible; and

  • show no signs of wear, damage, alteration, washing, misuse or contamination.

We reserve the right to refuse a change-of-mind return where these conditions are not satisfied.

This change-of-mind policy is provided voluntarily and does not affect your rights where an item is faulty, unsafe, incorrectly described or otherwise fails to comply with the Australian Consumer Law.

3. Items That Cannot Be Returned for Change of Mind

Unless required by the Australian Consumer Law, we may not accept change-of-mind returns for:

  • personalised or custom-made products;

  • products altered at the customer's request;

  • items that have been used, worn, washed or damaged after delivery;

  • products missing original tags or essential components;

  • sealed hygiene or personal-use products once the seal has been removed, where accepting the return would create a health or hygiene concern; and

  • any other products clearly identified as non-returnable for change of mind before purchase.

These exclusions do not apply where a consumer is entitled to a remedy under the Australian Consumer Law.

4. Faulty, Damaged, Unsafe or Incorrect Products

If you receive an item that is:

  • faulty;

  • damaged;

  • unsafe;

  • significantly different from its description;

  • substantially different from what was advertised;

  • not fit for a disclosed purpose;

  • missing essential components; or

  • different from the item you ordered,

please contact us at info@MaggyeDouti.store.

We may request reasonable information such as:

  • your order number;

  • proof of purchase;

  • a description of the issue; and

  • photographs or videos showing the problem where appropriate.

Requesting this information does not limit your rights under the Australian Consumer Law.

5. Major Problems

Under the Australian Consumer Law, a product may have a major problem where, for example:

  • a reasonable consumer would not have purchased the product if they had known about the problem;

  • the product is unsafe;

  • the product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;

  • the product is substantially unfit for a purpose made known to us and cannot easily be made fit within a reasonable time; or

  • the product is significantly different from its description, sample or demonstration model.

Where there is a major failure and you are entitled to reject the goods under the Australian Consumer Law, you may generally choose between:

  • a refund; or

  • a replacement.

Where permitted under the Australian Consumer Law, you may alternatively choose to keep the product and seek compensation for any reduction in value.

6. Minor Problems

Where a product has a problem that is not major and can be remedied, we are entitled to provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include a:

  • repair;

  • replacement; or

  • refund.

The remedy will be provided within a reasonable period.

If we cannot provide an appropriate remedy within a reasonable time, additional rights may become available to you under the Australian Consumer Law.

7. Sale and Promotional Items

Products purchased during a sale, promotional event or using a discount code remain protected by the Australian Consumer Law.

We will not refuse a remedy for a faulty product simply because it was purchased at a discounted or promotional price.

Change-of-mind returns for discounted or promotional items remain subject to the eligibility requirements set out in this policy unless otherwise clearly stated before purchase.

8. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Maggye Douti.

Acceptable proof may include:

  • an order confirmation;

  • an order number;

  • an email receipt;

  • a payment record;

  • a bank or card statement showing the transaction; or

  • another reasonable record of purchase.

A particular type of receipt is not necessarily the only way to establish proof of purchase.

9. How to Request a Return

To request a return, contact:

Email: info@MaggyeDouti.store
Website: MaggyeDouti.store

Please include your:

  • full name;

  • order number;

  • item you wish to return;

  • reason for the return; and

  • photographs or other relevant evidence if the item is faulty, damaged or incorrect.

Our customer support team will provide the appropriate return instructions and return destination.

Please do not send a return to an address without first checking the return instructions provided by our customer support team, as our return processing location may differ from other business or shipping addresses.

Nothing in this section is intended to restrict your rights under the Australian Consumer Law.

10. Return Shipping Costs

Change-of-Mind Returns

For approved change-of-mind returns, the customer is generally responsible for the cost of returning the product to us.

Original delivery charges are generally not refundable for a change-of-mind return, except where otherwise required by law.

Faulty or Non-Compliant Products

Where the product fails to comply with the Australian Consumer Law, return and transportation costs will be handled in accordance with our obligations under the ACL.

Where we are required by law to bear reasonable return, collection or transportation costs, we will do so.

Customers should contact us before arranging an unusually expensive return so that an appropriate return method can be organised.

11. Inspection of Returned Products

Returned products may be inspected after they are received.

For change-of-mind returns, we may decline the return if the product does not satisfy the conditions in Section 2.

For claims made under the Australian Consumer Law, an inspection may be undertaken to determine the nature and cause of the problem.

An inspection does not remove or reduce any rights you have under the Australian Consumer Law.

12. Refunds

Once a refund has been approved, it will be issued using the original payment method wherever reasonably possible.

Refunds will be processed as soon as reasonably practicable.

After we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account. These processing times are outside our control.

Where the Australian Consumer Law gives you the right to a refund, we will not require you to accept store credit instead.

13. Exchanges

Where an exchange is available, you may request a different eligible size, variation or replacement product.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we will discuss an alternative remedy with you.

Your rights under the Australian Consumer Law remain unaffected.

14. Incorrect Size or Selection

If you ordered the wrong size, colour or product and the item itself is not faulty, the return will normally be treated as a change-of-mind return and must meet the conditions in Section 2.

Where we sent you a different item or variation from the one you ordered, please contact us so that we can arrange an appropriate remedy.

15. Products Damaged by Misuse

Consumer guarantees may not provide a remedy where a problem has been caused by:

  • abnormal use;

  • misuse;

  • accidental damage after delivery;

  • failure to follow reasonable care instructions;

  • unauthorised alteration; or

  • normal wear and tear rather than a product defect.

However, each claim will be considered based on its individual circumstances and your rights under applicable law.

16. Cancelling an Order

If you wish to cancel an order, please contact us at info@MaggyeDouti.store as soon as possible.

We will attempt to cancel the order before it is processed or dispatched.

We cannot guarantee that an order can be cancelled after fulfilment or dispatch has begun.

If cancellation is no longer possible, you may still be able to request a return after receiving the order in accordance with this policy.

17. Refused or Uncollected Deliveries

Where an order is returned to us because the customer:

  • refused delivery without a valid legal basis;

  • failed to collect the parcel;

  • provided an incorrect or incomplete delivery address; or

  • otherwise caused the delivery to be returned,

we may deduct reasonable costs actually incurred in connection with reshipping or return transportation from any voluntary change-of-mind refund, where permitted by law.

This section does not affect remedies available where the return resulted from our error, a carrier issue for which we are responsible, or a failure to comply with the Australian Consumer Law.

18. Refund Abuse and Fraud

We reserve the right to investigate returns that reasonably appear to involve fraud, abuse, product substitution or other dishonest conduct.

This does not permit us to deny a legitimate remedy available under the Australian Consumer Law.

19. Consumer Guarantees Take Priority

If any provision of this Return & Refund Policy is inconsistent with a mandatory right or guarantee under the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of the inconsistency.

Our policies are not intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

20. Contact Us

For questions, returns or refund requests, please contact:

Maggye Douti
Website: MaggyeDouti.store
Email: info@MaggyeDouti.store
Australia

We aim to handle all return and refund enquiries fairly, reasonably and in accordance with applicable Australian consumer law.