Refund policy
If something is wrong with your order
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your order arrives faulty or damaged, or isn't what you ordered, email hello@mrniland.com with your order number and a photo, as soon as you can. We'll arrange the return at our cost if we need the item back, and then send you a replacement or refund, including what you paid for shipping. These rights also apply if you received the item as a gift.
Changing your mind
We're also happy to take back items you've changed your mind about, as long as:
- you let us know within 30 days of purchase, or for a pre-order within 30 days of when we dispatch it;
- the item is unused and in the condition you received it, in its original packaging; and
- you send it back at your own cost. We recommend a tracked service, because we can't refund an item that doesn't reach us.
We can't accept change-of-mind returns on sale items, engraved or personalised items, books signed with a personal message, or gift cards.
Once we've received and checked your return, we'll refund the price of the item to your original payment method within 14 days. Original shipping costs aren't refunded for change-of-mind returns. If you received the item as a gift, we'll give you store credit instead.
To start a return, email hello@mrniland.com and we'll send you the return address.
Parcels returned to us
If a parcel comes back to us because the address was incorrect or it wasn't collected from the post office, we'll let you know and can send it again for $20.
Customers in the European Union and the United Kingdom
If you live in the EU or the UK, you can also cancel your order within 14 days of the day you receive it (or, if your order comes in more than one parcel, the day you receive the last one), without giving a reason. This includes sale items. To cancel, email hello@mrniland.com with your order number, or use our cancellation form. Please send the item back within 14 days of telling us. You pay the cost of returning it. We'll refund the price of the item and the standard delivery cost you paid (not any extra you paid for faster delivery) to your original payment method no later than 14 days after you tell us you're cancelling, although we may wait until we've received the item back or you've shown us proof that you've sent it, whichever comes first. You can handle the item as you would in a shop, but if it has been used beyond that, we may deduct the loss in value from your refund. This right doesn't apply to engraved or personalised items or books signed with a personal message.
Questions
Email hello@mrniland.com. Mr Niland Pty Ltd, ABN 66 633 716 533, 161 Underwood Street, Paddington NSW 2021.