Refund policy

RETURN & REFUND POLICY

Last updated: 26-09-2025

At StickyMate, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully for all the details.

RETURN PERIOD

Customers in Australia have the right to cancel and return their order within 30 days of receiving the product, with no need to provide a reason.

HOW TO INITIATE A RETURN

- Return notification: Contact our customer service team at support@thestickymate.com with your order number and a clear explanation of the reason for the return.

- Return authorization: Once your request has been reviewed, we’ll provide you with detailed instructions and, if applicable, a prepaid return label.

PACKAGING & SHIPPING

- Carefully repackage the item in its original packaging with all tags and stickers attached.

- Include the return authorization form along with any required documents or photos.

- Download and print the return label from the link provided in our email.

RETURN SHIPPING FEES

- Defective products: No cost to the customer. This applies if the product is incorrect, damaged in transit, or otherwise defective.

- Change of mind: The actual cost of return shipping will be deducted from the refund. This applies if the customer ordered the wrong item, it doesn’t fit, or they simply no longer want it.

CONDITIONS FOR RETURN & REFUND

- Change of mind: Products can be returned within 30 days if they are unused, undamaged, and in their original packaging.

- Defective items: If you receive a defective item, contact our customer service immediately. We will cover the return shipping and offer a replacement or full refund.

- Damaged upon arrival: If your product arrives damaged, please send us photos of the damage within 48 hours. We will assess the case and, if necessary, cover return shipping.

- Incorrect item received: If you receive the wrong product, let us know. We’ll arrange the return and ship the correct item at no extra cost.

- Item not received: If your order hasn’t arrived, contact us so we can open an investigation with the carrier. If the item cannot be located, we’ll issue a full refund or replacement.

- Cancellation after ordering: You may cancel your order before it ships. If the order has already been dispatched, please follow the return procedure upon delivery.

DEFECTIVE OR DAMAGED ITEMS

If you receive a defective or damaged product, contact us within 48 hours with photos of the issue. Upon approval, we’ll issue a full refund or replacement, and we’ll cover the return shipping costs.

NON-DAMAGED PRODUCTS

If you change your mind, you may return unused and undamaged items within 30 days, provided they are in their original packaging.

TIMELINES

- Return window: Returns must be initiated and shipped within 30 days of receipt.

- Refund processing: Once we receive and inspect the returned item, refunds will be processed within 14 days. You’ll receive a confirmation email.

- Refund conditions: A refund is granted if the item is unused, undamaged, and in its original packaging. Defective or incorrectly delivered items will be refunded after inspection.

- Refund method: Refunds are issued via the original payment method used at checkout.