We want you to be satisfied with your purchase. This Returns Policy explains how to return items, your eligibility, and how refunds or replacements are handled.

 

1. Eligibility for Returns

You can return most items within 30 days from when you receive your order as long as they are:

Unused and in the same condition as when received

In their original packaging, with all accessories, manuals, and documentation included

Accompanied by proof of purchase (order confirmation or receipt)

 

Please note that certain items cannot be returned:

Special-order parts

Hazardous materials or flammable products

Sale items

Items marked as non-returnable in the product listing

Before returning any item, please contact: returns[at]matthewpham.com with your order number and reason for the return. Return requests sent without this information may not be processed.

 

2. How to Return an Item

1. Contact returns[at]matthewpham.com to request a return and receive instructions.

2. Pack the item securely in its original packaging.

3. Ship the item to the return address provided in the instructions.

 

Return shipping costs are the customer’s responsibility, unless the item is defective or sent in error.

For uncollected or refused parcels, any return shipping or handling costs will be deducted from your refund.

We recommend using a tracked delivery service, as we cannot guarantee receipt of untracked returns.

 

3. Refunds

Once your return is received and inspected, you will be notified by email regarding approval of your refund.
Approved refunds will be processed to your original payment method within 5-10 business days, depending on your payment provider.
Partial refunds may be issued if items are returned damaged, used, or missing packaging.
Refunds for international returns may take longer due to customs or banking processing times.
Return shipping costs are not refundable unless the item is defective or sent in error.
For uncollected or refused parcels, any return shipping, customs, or handling costs will be deducted from your refund.

 

4. Exchanges

We only replace items if they are defective or damaged.
If you would like to exchange an item, please return your item for a refund and place a new order.

 

5. Damaged or Incorrect Items

If your order arrives damaged, incorrect, or incomplete, please contact us within 3 days of delivery.
Please include your order number and clear photos of the issue so we can investigate.
Where applicable, we’ll arrange a replacement or refund as appropriate with Australian Consumer Law.

 

6. Gifts

If an item was purchased as a gift and sent directly to you, any refund may be issued as store credit to the recipient.
If the gift was purchased and delivered to the buyer before being given to you, the refund will be issued to the original purchaser.

 

7. Questions

For any questions about returns, exchanges, or refunds, please contact returns[at]matthewpham.com.