Refunds and Returns Policy

Matchbox Online Store

At Matchbox, we are happy to offer an exchange or refund for change of mind, 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 or call 03 9576 8155.
  • 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. Unfortunately 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 RETURNS: 431 North Rd Ormond VICTORIA 3204


    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 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 an item 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 info@matchbox.com.au 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.

     

    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.


    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 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.