The Maze Products returns policy has been created in compliance with Australian Consumer Law. We strive to work with our customers in accordance with all Australian laws and guidelines with fairness to all parties in mind.
If your item has a manufacturers fault that is noted within the warranty period, please contact us at firstname.lastname@example.org with the following info:
- Order details (name, address and order number)
- Description of the fault
- Proof of the fault eg clear pics or a short video
- The serial number of the item
In some instances, we will need the item returned to the manufacturer, Australian distributor or to Maze Products to assess.
If it is deemed that your item has a manufacturer fault, we will either arrange the repair or replacement of this item.
If your item has a missing or faulty part, we will first attempt to replace or repair the part. If we are unable to source a replacement part or repair the fault we will arrange for a return and replacement of your item.
In accordance with the ACCC we maintain the decision to offer a replacement, a repair, or a refund.
You will not be required to pay for the return of an item once we have deemed it to be faulty under the manufacturer guidelines.
If the outcome of your return is a refund this will be applied to the original payment facility through which the item was initially purchased eg credit card, Afterpay, Paypal or Zippay. We are unable to offer cash refunds.
Change of Mind Returns
A Change of Mind Return is one where the item is not faulty and there is nothing wrong with it. Under the Australian Consumer Law, the customer is only entitled to a refund or replacement if there is a major problem with a product covered under the Australian Consumer Guarantee.
At Maze Products we are happy to accept a Change of Mind return if the item is as below:
- In original condition
- Has all original tags, labels, packaging and protective covers
For Change of Mind returns you are required to pay for the return postage. The item must be packaged in such a way that it will not be damaged in transit and will arrive to us in the same condition in which it was originally delivered.
We regret we do not refund or credit the initial postage charge for Change of Mind returns.
A Store Credit (minus any original postage charge) will be offered for Change of Mind returns. The Store Credit can be used for up to 24 months from the date of issue on any item in our store.
If you would like to return your item for an exchange under our Change of Mind policy, please contact us at email@example.com
If your item is approved for an exchange, we will send the exchange item once the original item is returned. If there is a difference in cost, we will either invoice you for any price difference including $7.95 postage or offer a store credit for the remaining balance.
If you would like to cancel your order prior to it being dispatched, please contact us ASAP on firstname.lastname@example.org
We cannot promise that we will be able to stop the order from being despatched before we can cancel it but we will do everything we can to do so.
If we can cancel it before it is dispatched, we will offer to refund the purchase price minus any merchant & admin fees associated with the purchase – normally in the vicinity of 6% for Afterpay & Zippay and 1.5% for Paypal & Credit Card. Alternatively we will offer a store credit for the full purchase price which is valid for 24 months and can be used towards any purchase in the Maze Products store during that time frame.
If we have already despatched the order, please refer to our Change of Mind return policy for the process to follow.
The Australian Consumer Guarantee
As a consumer you are entitled to the benefit of consumer guarantees in respect of items purchased from Maze Products that cannot be excluded under the Australian Consumer Law.
In accordance with Australian Consumer Law, if the item has a major fault, you may reject the item and seek a refund or exchange, or you may keep the item and seek a partial refund for the impact on the value of the product.
Where an item is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer warranty may not apply, and Maze Products is not obligated to provide a refund, exchange or repair. Proof of purchase from Maze Products is required before providing a remedy under the Australian Consumer Law.
Consumer Guarantees cannot be excluded and are in addition to any manufacturer warranties or extended warranties purchased or given to you.
Where your rights under the Australian Consumer Law do not apply but the item is covered by a separate manufacturer’s warranty, you may need to seek a remedy from the manufacturer directly in accordance with the manufacturer’s warranty.
In some instances Maze Products may direct you to the manufacturer regarding any faulty product for troubleshooting, assessment, necessary repair works and indicative repair times.
What can I use as proof of purchase?
You may use your e-receipt tax invoice. If you are unable to source this please contact us at email@example.com with the order name, delivery address and mobile number so we can access your proof of purchase.
What if my item was damaged, incorrect or faulty?
In the unlikely event that you receive an item that is damaged, incorrect or faulty, please contact us at firstname.lastname@example.org
What do you mean by “Unused”?
“Unused” means the item must not have been handled in such a manner that it is no longer deemed brand new. It must not have been set up, or operated or used in any way. It must not be damaged unless the item was received by you in this condition.
I’ve received an item as a gift but I would like to return it – how does this work?
A gifted item can be returned for an exchange or store credit under our Change of Mind returns policy.
How long will my return take?
For returns via mail items typically take up to 7 business days to reach our warehouse. We will contact you via email to confirm when we have received your return.
Once your return has been received at our warehouse, it will be processed within 1 to 3 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.