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Refund Policy

Last updated: September 2025

At MatchPacks, we want every pack to bring smiles! While we take care in preparing every order, our returns and refunds policy depends on the type of product purchased.
 

Returns & Refunds Accepted

You may request a return or refund if:

  • Faulty or Damaged Goods – your order arrives damaged or defective

  • Incorrect Item Sent – you receive the wrong product

  • Not as Described – the item is significantly different from what was advertised
     

Returns & Refunds Not Accepted

We do not offer returns or refunds for:

  • Change of mind (e.g. no longer needed or not what you expected)

  • Incorrect details provided at checkout (including order selections or custom details)

  • Delays caused by third-party couriers once your order has been dispatched
     

Standard vs. Custom Orders

Standard Products (non-custom):
Returns or refunds may be approved under the conditions listed above.

Custom or Bulk Orders (e.g. club, team, or wholesale):
As these are made or prepared specifically for you, returns or refunds are only accepted if items are faulty, damaged, or incorrect due to our error.

Please double-check all order details before confirming, including quantities and selections.
 

Return Eligibility

To be eligible for a return:

  • Items must be unused and in original condition

  • Items should be returned with original packaging where possible

  • Proof of purchase (receipt or order confirmation) is required
     

How to Start a Return

  • Email us at info@matchpacks.com with your order details

  • All returns must be approved in writing before being sent back

  • Unauthorised returns will not be accepted

If approved, we will provide instructions for returning your item.
 

Refunds

  • Refunds are processed after the returned item is received and inspected

  • Refunds are issued at the discretion of MatchPacks

  • Where applicable, we may offer a replacement instead of a refund
     

Delivery Timeframes

Orders are typically delivered within 2–8 business days across Australia after dispatch.
 

Please note:

  • Delivery timeframes are estimates only

  • Delays may occur due to couriers, weather, or high demand

  • We are not responsible for delays caused by incorrect shipping details provided at checkout

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