Refund policy
Returns & Refunds
Every Mayve Goods bag is handmade to order, and most are one of a kind. Because of this, we're not able to accept returns or exchanges for change of mind, including if you've chosen the wrong size or colour or simply changed your mind. Please read the product description and size details carefully before ordering. If you're unsure about anything, email us at mayve.goods@gmail.com and we'll help you choose.
Custom orders
Custom bags are made especially for you, to your chosen colours and design, so they can't be returned, exchanged or refunded for change of mind. If you need to change or cancel a custom order, please contact us as soon as possible. Once we've started making your bag, we may not be able to make changes.
Faulty or damaged items
We check every bag carefully before it's posted. If your order arrives faulty, damaged, or isn't what you ordered:
- Email us at mayve.goods@gmail.com as soon as possible after it arrives.
- Include your order number, a short description of the problem, and clear photos of the issue (and of the packaging, if it was damaged in transit).
- We'll reply with next steps. Depending on the issue, this may be a repair, a replacement, or a refund.
Please don't post anything back to us until we've been in touch.
What isn't a fault
Because every piece is handmade, small variations in stitch, shape and colour are part of its character and aren't considered faults. Colours may also look slightly different on your screen than in person. Damage caused by normal wear and tear, accidents, overfilling, or not following our care instructions isn't covered.
PDF patterns
Our crochet patterns are digital downloads, so we can't offer refunds once a file has been purchased. If your file won't download or open, or there's an error in the pattern, email us and we'll sort it out.
Your rights under Australian Consumer Law
Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights.
Questions?
Email us at mayve.goods@gmail.com and we'll get back to you as soon as we can.