Refund policy
Refunds, Returns & Cancellations
At Mistletoe Cottage, I carefully select and pack each order and want you to be delighted when a little Christmas magic arrives at your door.
If something isn’t right with your order, please contact me and I’ll do my best to make the process simple and stress-free.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, is faulty, is significantly different from its description, or you receive the incorrect item, please contact Mistletoe Cottage as soon as possible.
Where possible, please include your order number and clear photographs of the item and packaging so I can assess the issue quickly.
Your rights under Australian Consumer Law always apply. Depending on the circumstances and the nature of the problem, you may be entitled to a repair, replacement, refund or other appropriate remedy.
Nothing in this policy is intended to exclude or limit your rights under Australian Consumer Law.
Change of Mind
Mistletoe Cottage does not offer refunds, exchanges or store credits for change of mind, so please choose carefully before placing your order.
This includes situations where you decide you no longer want the item, select the incorrect item, change your decorating plans, or no longer require your purchase.
This does not affect your rights under Australian Consumer Law where an item is faulty, damaged or otherwise fails to meet the applicable consumer guarantees.
Items Damaged During Delivery
Every order is carefully packed before leaving Mistletoe Cottage.
If your parcel arrives damaged, please contact me as soon as possible and keep the item and its packaging until the issue has been assessed.
Photographs of the item and packaging may be requested to assist with resolving the issue or making a claim with the delivery provider.
Pre-Orders
Pre-order items are specially ordered or reserved for you, and stock is secured based on customer commitments.
A 25% deposit may be required to secure a pre-order.
Pre-orders cannot be cancelled for change of mind once the order has been confirmed, except where required by law.
If Mistletoe Cottage is unable to supply your pre-ordered item, all amounts paid for that item will be refunded.
Estimated arrival dates are provided in good faith. Occasionally delays may occur due to suppliers, freight, customs or circumstances outside Mistletoe Cottage’s control. I will do my best to keep customers informed of any significant delays.
Lay-By Orders
Lay-by arrangements are subject to the individual terms provided when the lay-by is entered into.
Where a customer cancels a lay-by, any refund or applicable termination fee will be handled in accordance with Australian Consumer Law and the terms disclosed at the time of purchase.
Sale & Clearance Items
Sale and clearance items are not eligible for return or exchange for change of mind.
However, sale pricing does not remove your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet the applicable consumer guarantees.
Returning a Faulty or Damaged Item
Please contact Mistletoe Cottage before returning any item so I can confirm the appropriate return arrangements.
You can contact me through the Contact page on the Mistletoe Cottage website or by replying to your order confirmation email.
Please do not return an item without contacting Mistletoe Cottage first.
Refunds
Where a refund is approved, it will generally be returned to the original payment method used for the purchase.
Please allow additional processing time for your bank or payment provider once the refund has been issued.
Australian Consumer Law
Mistletoe Cottage operates in Australia and purchases are protected by the consumer guarantees contained in Australian Consumer Law.
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.