Refund policy

RETURN & REFUND POLICY

We want you to be happy with your Mary Puff order. We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Returns

To be eligible for a return, your item must be in the same condition in which you received it: unused, unmarked, undamaged and in its original packaging. For books and colouring products, pages must not have been coloured, written on, torn or otherwise used.

You will also need your receipt or proof of purchase.

To request a return, please contact us at hello@marypuff.shop before sending your item back.

If your return is accepted, we will provide instructions on how and where to send your package. Items returned without first contacting us will not be accepted.

For change-of-mind returns, customers are responsible for return postage costs.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective or you receive the wrong item, please contact us as soon as possible at hello@marypuff.shop.

Please include your order number and, where possible, photographs showing the issue so we can assess the problem and provide an appropriate solution.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.

Exceptions / Non-returnable Items

Personalised or custom-made products generally cannot be returned for change of mind.

Digital products and downloadable files are generally not eligible for change-of-mind returns once they have been accessed or downloaded, subject to your rights under applicable consumer law.

If you are unsure whether your item is eligible for return, please contact us at hello@marypuff.shop.

Exchanges

We do not offer direct exchanges. If you would like a different item, you can request a return of the original eligible item and place a new order separately.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or card provider may require additional time for the refund to appear in your account.

Original shipping charges are generally not refundable for change-of-mind returns.

If more than 15 business days have passed since your refund was approved, please contact us at hello@marypuff.shop.