Terms and Conditions

Matchbox Rewards

Customers can sign up to be a Matchbox Rewards member by creating an account on the Matchbox Rewards page.

As a member of Matchbox Rewards, customers can earn at least 1 point for every $1 spent at Matchbox online or in-store.

Every 200 points makes the customer eligible for $10 off their next purchase. Points can be redeemed for $10, $15, $20, or $25 discounts off the customer's next purchase – also known as "Rewards".

Redemption can be made online at checkout (customer has to be logged in), or in-store through the In-Store page, accessible via a QR code at the counter. For more redemption details, visit Matchbox Rewards for more info.

For questions about your online order or about creating your Matchbox Rewards account, please contact info@matchbox.com.au or phone us at 03 9576 8155 (Mon-Fri 9am-5pm).


    Matchbox Rewards Terms & Conditions:

    1. In these terms & conditions Matchbox means Matchbox Franchising Pty Ltd ABN 23 160 029 862 and includes, where appropriate, Matchbox’s employees, agents, contractors & associated companies.
    2. Matchbox Rewards means the membership rewards programme run by Matchbox.
    3. Members means customers of Matchbox online or in-store who have chosen to sign up to join the Matchbox Rewards and are now Account Holders at matchbox.com.au.
    4. By applying for & accepting the Matchbox Rewards membership, the applicant agrees to be bound by these terms & conditions and any variations to them; agrees to Matchbox's Privacy Policy; and agrees to receive information & emails from Matchbox.
    5. Matchbox reserves the right to change the Matchbox Rewards terms & conditions without notice to Members. Please check the terms & conditions viewable at matchbox.com.au regularly for any changes. Continued use of the Matchbox Rewards points or coupons will be deemed acceptance of those changes.
    6. Upon entry & after their first purchase, Members will be rewarded with 200 points (equivalent to a $10 Voucher) to be used online and in stores. Sign-up Rewards are available for a limited time only and Matchbox reserves the right to change, extend, or adjust the amount as seen fit at any time without notice.
    7. All Members will enter the Bronze Tier of Matchbox Rewards by default. Every Member in the Bronze Tier will receive 1 point every $1 spent at Matchbox online (at matchbox.com.au) or in stores.
    8. The Rewards program is only available for purchases made through matchbox.com.au or in a Matchbox store, and does not apply to external marketplace orders such as E-bay, Kogan, and more.
    9. Points and Rewards earned through purchases may take up to 30 days to reflect in the Member's account as a fraud prevention precaution.
    10. 200 points is redeemable for a $10 discount off the Member's next purchase. 300 points is redeemable for a $15 discount off the Member's next purchase. 400 points is redeemable for a $20 discount off the Member's next purchase. 500 points is redeemable for a $25 discount off the Member's next purchase.
    11. Members can only select between $10, $15, $20, or $25 Rewards at checkout. Rewards cannot be stacked, only a single rewards voucher can be used in each transaction. 
    12. To redeem Rewards online, Members must select their desired Reward amount at checkout when making a purchase at matchbox.com.au.
    13. To redeem Rewards in-store, Members must present to Matchbox staff their In-Store coupon codes available on the In-Store Page. Matchbox staff will then apply the Reward code for the Member's purchase.
    14. Members who have spent over $250* at matchbox.com.au will be eligible to enter the Silver Tier of Matchbox Rewards. Members who have spent over $500* will be eligible to enter the Gold Tier of Matchbox Rewards.
      *In one rolling year. For more info, visit matchbox.com.au/rewards
    15. Silver Tier Members will earn 1.25 points, and Gold Tier Matchbox Rewards Members will earn 1.5 points, for every $1 spent at Matchbox online and in stores.
    16. Tiers will take up to 30 days from the time of purchase to reflect in the Member's account as a fraud prevention precaution. Members will receive a notification email when they have successfully reached a Tier.
    17. Members are entitled to a minimum of 100 Birthday Bonus Points as a Matchbox Rewards member. Members will receive a notification email upon receiving their Birthday Points. 
    18. All Bonus Birthday Points may take up to 30 days after the Member's birthday (as listed on the Member account) to reflect in the Member's points balance, as a fraud prevention precaution.
    19. Matchbox Rewards Members can access their status or points balance by signing in to https://matchbox.com.au/pages/rewards.
    20. We recommend that Members add the email info@matchbox.com.au to their email address book to help prevent emails from Matchbox being filtered out as spam or junk. All notifications from Matchbox Rewards are sent by email. We take no responsibility for lost or misdirected emails. We do not issue SMS to customers regarding Matchbox Rewards.
    21. Matchbox Rewards points and discounts are for use by the Member or account holder only, and not transferable for cash. Discounts cannot be used for lay-by payments or in conjunction with other vouchers/offers.
    22. Matchbox holds and uses a Member's personal information for the purpose of managing the Matchbox Rewards. Matchbox is bound by the Information Privacy Principles in the Information Privacy Act 2001 (Vic). All personal details of the entrants shall be stored and administered by Matchbox. A request to access/update/correct/cancel any information can be presented in a Matchbox store or by emailing info@matchbox.com.au. For more information you can visit Matchbox's Privacy Policy.
    23. Matchbox is not responsible for stolen or lost account access, including their fraudulent use or voucher redemption. The Member must report a lost or stolen account to Matchbox Head Office immediately on 03 9576 8155 or by emailing info@matchbox.com.au, so we can restrict activity on the account.
    24. To the greatest extent permitted by law, Matchbox and its associated companies, gives no warranty and shall have no liability in respect of goods or services provided to Matchbox Rewards Members.
    25. Matchbox shall not be liable in any way if advertised benefits or promotions are unavailable as a result of technical malfunction, operator fault, short supply from supplier(s) or errors from computer hardware or software.
    26. Matchbox may, at its absolute discretion & without providing reasons, accept or refuse an application for a Matchbox Rewards membership.
    27. Members rights are valid until terminated or cancelled by Matchbox (in its absolute discretion) or until the Member notifies Matchbox that he or she wishes to terminate their membership. This can be done in store or by emailing info@matchbox.com.au or by mailing to Matchbox Head Office 431 North Rd Ormond VIC 3204
    28. For the avoidance of doubt, these terms & conditions supersede and replace any and all previous terms & conditions related to Matchbox Rewards.

    For further information on Matchbox Rewards please head to https://matchbox.com.au/pages/rewards.


    Refunds & Returns

    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.

    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.

    For full details on Refunds, Warranty Claims and Change of Mind Returns, please visit the Refund Policy section of the Website.



      By allowing you to access the Website, Matchbox grants to you a license on the terms below. Your use of, or access to this Website is conditional upon your acceptance and compliance with these terms and conditions. By continuing to use, or access this Website, you agree to be bound by these terms and conditions. Please do not use this Website if you do not agree to these terms and conditions. Since you are bound by these terms and conditions, you should periodically refer to them.

      You may sign up to become a Member of the Website through the creation of an account. Membership is free and requires agreement to these terms and conditions. Please refer to the Secret Cooking Club section of this web page.

      It is a condition of use of this website that you must keep your login details secure and not disclose them to any other person or organisation.

      Purchases can be made through the Website via your account or as a guest. Your purchase amount including postage will be totaled at the checkout. Completion of the checkout process requires your approval of the final prices and these terms and conditions before the payment transaction proceeds.

      Membership and viewing of this Website are open to persons of any age, anywhere in the world. However, only persons over the age of 18 may purchase from the Website and delivery can only be made to Australian residential or business addresses.

      While using the Website, it is a condition of use that you agree not to interfere with, or attempt to interfere, with the proper working of the Website or any transaction being conducted on the website, or to gain unauthorised access to any part of the Website.

      Colour Availability

      While we will endeavour to supply to you the colour that you have ordered, for some smaller items this is not always possible due to the fast turnover of product.

      Product Availability & Pricing

      Offers are available for the advertised duration of the marketing campaign or while stocks last. Accessories and food items used for styling and display purposes in photographs are not for sale with the product. Whilst Matchbox will make every effort to ensure we have sufficient stock of advertised items, we cannot take responsibility for any unforeseen failures to deliver by suppliers.

      Whilst we try and ensure that all details, descriptions, and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as canceled. If you cancel and you have already paid for the goods, you will receive a full refund. Where applicable, prices are inclusive of GST. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.

      Our website or communications may contain typographical errors or other errors or inaccuracies and may not be complete or current. We, therefore, reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on our website of from communications from Matchbox that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.

      Please note: not all products are available at all Matchbox stores. Products including electrical, Maxwell & Williams and Riedel are not available at Matchbox DFO or Brandsmart stores. Please check with your local store for details. If you choose to order one of these products online and select the Click and Collect option, we will endeavour to have this item(s) available to you. This is not guaranteed and we may contact you to organise an alternative delivery method.

      Matchbox will endeavour to have all advertised products in stock for the duration of the sale, however, they are only available while stocks last. If you order an item that has become out of stock or is not available for any other reason, we will contact you as soon as possible. In the circumstances of an item being out of stock, you may choose a refund or exchange for another product.

      If you opt for an exchange and the exchanged item costs more than the original purchase, you will be required to make payment for the difference before your order can be sent. If the exchanged item costs less than the original purchase, you will receive a refund for the difference.

      If you choose to receive a full refund for an out-of-stock item, you will receive a refund via the same method as your original payment.

      Matchbox regularly monitors stock levels and will endeavour to mark out-of-stock items with Sold Out as soon as possible.


      Product prices exclude postage charges as they will be calculated based on your completed order at checkout. Our standard shipping rates do not include insurance. Matchbox is not responsible for any damage, destruction or loss of goods after departure from our premises. You also have the option to select insured shipping via Australia Post.

      Matchbox ships with Australia Post. If you have received a tracking number, track your order here.

      If noone is present when Australia Post attempts delivery, they will either leave your consignment in a safe place, or leave a calling card and make the consignment available for collection from a nearby Australia Post retail outlet, according to your preference.

      We will endeavour to ensure goods are delivered to you within the timeframes outlined for Standard delivery, however we will not be liable for late delivery by Australia Post. Late delivery does not entitle you to cancel the purchase. Matchbox's obligations in relation to delivery end when goods are collected by Australia Post for delivery to your nominated delivery point.

      Alternatively, you may choose the Click and Collect option during checkout and nominate a Matchbox store where you can pick up your order. If you choose the Click and Collect option, a staff member from your chosen store will call you when your goods are ready to be picked up. From placement of order, it may take up to 2 days to have your order ready for collection. If your order will take longer, due to out of stock or any other issue, a staff member will call to advise you.

      Goods will be stored at the nominated Matchbox store for no more than 2 weeks. If your goods remain uncollected after 2 weeks, a staff member will contact you and you may choose to pay extra to have the goods delivered otherwise the goods will be put back into stock and you will be refunded your order, minus a cancellation charge equal to 15% of the value of the purchase (but not less than $15.00 and not more than $50.00) will be charged.

      If you don’t receive an order tracking number via your email address, Matchbox is not responsible or liable. Matchbox limits all liability to the value of your particular order to the extent permitted under the Australian Consumer Law.

      For more information on postage, please visit the Shipping section of the Website.


      All prices are in Australian dollars including GST. We accept Mastercard and Visa through our secure eWAY payment gateway or with PayPal. When paying via PayPal you can also utilise any method of payment linked to your PayPal account, including credit cards, your PayPal account balance or your linked bank account.

      For more information on payment, please visit the Secure Payment Options section of the Website.


      Matchbox will take great care to ensure that our pricing on the Website is accurate at all times, however we reserve the right to correct, alter and update our pricing and delivery charges at anytime.

      Prices on the Website and in a Matchbox store may occasionally differ. It is not guaranteed that prices on the Website and in store will be the same.

      If you order an item that does not have the correct pricing, we will inform you of the new price as soon as possible and request your instructions before processing the sale. An online order is not officially processed until it is sent to a Matchbox store and processed through the sale system. Until this time, we reserve the right to remove this item from sale.

      You may choose to have your order refunded if you are not happy with the new notified price of a product.

      Gift card purchase and usage

      Gift Cards purchased from Matchbox stores or matchbox.com.au can be used at any Matchbox store or used online at matchbox.com.au. 

      Treat Matchbox gift cards like cash. Defaced, mutilated, altered, lost or stolen cards will not be replaced, refunded or redeemed. Our gift cards are redeemable for the purchase of merchandise at participating Matchbox stores only. Matchbox gift cards are not redeemable for cash. Must be redeemed within 12 months of the date of issue. Will be void and may not be redeemed after expiry period. This card is partially redeemable, any unused balance will be returned in the form of a store credit. Unused balance on expiry of this card will not be refunded or credited. Purchases exceeding available balance require the difference to be paid by another method. We reserve the right to change the terms in these terms & conditions at any time.


      All registered Website members and guests consent to the information they submit being entered into the Matchbox Secret Cooking Club database & that Matchbox, Matchbox franchisees & Matchbox employees may use this information to send future marketing materials to you.

      Matchbox is bound by the Information Privacy Principles in the Information Privacy Act 2001 (Vic). All personal details of the entrants shall be stored and administered by Matchbox. For more information, please visit the Privacy Policy section of the Website.

      Conditions of Sale

      Any products sold on the Website are final at the time your order is processed and dispatched from a Matchbox store and not at the time of providing a confirmation receipt of your online transaction.

      If there are any difficulties with fulfilling your order, particularly with an item being out of stock, we will contact you as soon as possible. Matchbox will endeavour to satisfactorily resolve any issues with fulfilling your order within a reasonable timeframe.

      All products remain the property of Matchbox until your order has been processed and dispatched.


      The Website design, text, graphics, programming and all other content on the Website are © 2018, Matchbox Franchising Pty Ltd, all rights reserved.

      Matchbox - The Secret Recipe is a trademarked and registered business, owned by Matchbox Franchising Pty Ltd.

      Permission is granted to electronically copy or to print hard copy sections of this Website only for the purpose of placing an order with matchbox.com.au or for using this site as a shopping resource for any Matchbox store.

      Any other use of materials on this site, including copying of images and text, reproduction for purposes other than those noted above, modification, distribution, or republication, without prior written permission of Matchbox Franchising Pty Ltd is strictly prohibited.


      All trademarked names, logos and images (Marks) used on the Website are either owned by Matchbox Franchising Pty Ltd or their respective owners have granted Matchbox Franchising Pty Ltd the right to use such Marks.


      Links on Matchbox websites to external entities are not covered within these terms and conditions, they only cover matchbox.com.au. Matchbox will not take responsibility for the content on linked sites or your use of those sites, as you enter any other website at your own risk.


      The content on this Website including the information, products, images, text and graphics plus the services offered through this Website, are provided without warranty. To the extent permitted by law, Matchbox disclaims all representations and warranties, expressed or implied, with respect to such information, services, products and materials, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement and freedom from computer virus.

      Limitation of Liability

      Subject to your rights under Australian Consumer Law, Matchbox & its associated companies will not be liable for any loss or damage whatsoever which is suffered (including but not limited to indirect or consequential loss) or any personal injury suffered or sustained as a result of purchasing product from the Website. By becoming a member of this Website or when placing an order on the Website, you are agreeing to these Terms and Conditions and as such release Matchbox & its associated companies from any liability which cannot be excluded by law.

      Matchbox reserves the right to alter these terms and conditions at any time.

      Product Recall

      We understand that there is a fault in Maxwell & Williams' Daintree mugs which were available from our website and/or store. It has been found that it may cause cracking when exposed to hot liquid.

      If you have purchased these mugs, please discontinue use and return your mug(s) to the place of purchase for a full refund. Alternatively please contact Maxwell & Williams customer service on 03 9318 0466 or customerservice@hag.com.au for assistance.

      Contact Us

      Email: info@matchbox.com.au

      Phone: 03 9576 8155

      Matchbox Head Office

      431 North Rd Ormond VIC 3204