Effective: 14 November 2025

Entity: Match My Feel, ABN 40 668 332 161

Contact: support@matchmyfeel.com

1) Summary

For hygiene and safety, we do not accept returns for change of mind. Opened or used products cannot be returned under any circumstances, except where required by the Australian Consumer Law (ACL). If your item arrives damaged, defective or incorrect, we will make it right in line with the ACL.

2) Change of mind

No returns or exchanges for change of mind. This applies to both sealed and unsealed products.

3) Damaged, defective or incorrect items

If your order arrives damaged in transit, contains a manufacturing defect, or you received the wrong item, email support@matchmyfeel.com within 7 days of delivery. Include your order number, a description of the issue and clear photos of the product, packaging and shipping label. We will assess the claim promptly and, where confirmed, offer a replacement, repair or refund as appropriate under the ACL. Nothing in this policy limits your rights under the ACL.

4) Health and hygiene

Due to the intimate nature of our products, items that have been opened, unsealed or used cannot be returned to us for health and safety reasons. If a product fault is confirmed, we will provide a remedy without requiring you to return used goods unless safe and lawful to do so.

5) Order changes and cancellations

If you need to update your address or cancel before dispatch, contact us immediately at support@matchmyfeel.com. We will do our best, but cannot guarantee changes once an order is queued for packing or shipped. After dispatch, cancellations are not possible.

6) Delivery issues

Estimated delivery windows are guides only and may vary due to carrier backlogs, customs or peak periods. If tracking shows a delay or no movement, contact us with your order number and we will assist with the carrier. If a parcel is confirmed lost by the carrier, we will replace or refund.

7) Returns authorisation

No products should be returned to us without written authorisation. If we authorise a return (for example, for an unopened accessory or a packaging component), we will provide instructions and a returns reference. Unauthorised returns may be rejected.

8) Refund method and timing

Approved refunds are processed to the original payment method. Bank or card issuer processing times vary and are outside our control. Any paid Express Shipping fees are not refundable unless required by law.

9) International orders, duties and refusals

International customers are responsible for any customs duties or taxes charged by their local authority. Refused or unclaimed parcels may be returned to sender; we are not responsible for such charges or delays. We will follow carrier guidance to resolve or return the parcel where possible.

10) Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

11) How to contact us

For any issue relating to delivery, defects or the wrong item received, please email support@matchmyfeel.com with your order number and details. We aim to respond quickly and resolve issues fairly.