Refund policy

Return & Refund Policy - Mavi and Lane

Last updated: May 2026

At Mavi & Lane, we aim to provide a clear, fair, and transparent shopping experience in accordance with Australian Consumer Law (“ACL”).

If you are not fully satisfied with your purchase, please review the policy below.

1. Your Consumer Rights

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Under the ACL, customers may be entitled to:

  • a repair,

  • replacement,

  • refund,

  • or compensation

if products are faulty, damaged, not as described, or fail to meet consumer guarantees.

2. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • the item must be unused,

  • unwashed,

  • in original condition,

  • with original tags attached where applicable,

  • and returned with original packaging where reasonably possible.

We reserve the right to refuse returns that do not meet these conditions.

3. How to Request a Return

To start a return request, please contact us by email:

📧 Support@maviandlane.com

Please include:

  • your order number,

  • full name,

  • email address used for the order,

  • reason for the return,

  • whether you prefer a refund or exchange,

  • photos of the item if applicable.

Our support team will review your request and provide return instructions if approved.

Please do not return items without contacting us first.

4. Cooling-Off / Cancellation Rights

Customers may cancel or withdraw from their purchase within 30 days after receiving the goods.

The cancellation period begins:

  • on the day the customer receives the goods, or

  • when the final item of a multiple shipment order has been delivered.

To exercise your cancellation right, you must notify us before the 30-day period expires by email at:

📧 Support@maviandlane.com

You may use the cancellation form at the bottom of this page, but this is not mandatory.

5. Return Shipping

Unless the product is faulty, incorrect, or required by Australian Consumer Law, return shipping costs are the responsibility of the customer.

Customers must use a trackable shipping service.

We strongly recommend keeping proof of postage and tracking information.

Mavi & Lane is not responsible for returns lost during transit.

6. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within a reasonable timeframe.

We may withhold a refund until:

  • the returned goods are received, or

  • proof of return shipment has been provided.

Original shipping fees may not be refundable unless required under Australian Consumer Law.

7. Exchanges

Customers may request an exchange for:

  • a different size,

  • replacement item,

  • or alternative product where available.

Exchanges are subject to stock availability.

8. Non-Returnable Items

Returns, exchanges, or cancellations are not accepted for:

  • customised or personalised products,

  • intimate or hygiene-related items after opening,

  • products damaged through misuse,

  • gift cards,

  • downloadable digital products,

  • clearance or final sale products,

  • products that deteriorate quickly.

This does not affect rights provided under Australian Consumer Law.

9. Items That May Not Qualify for Refund

Refunds may be refused where permitted by law if:

  • the product has been used beyond reasonable inspection,

  • tags or packaging are missing,

  • the item has been damaged after delivery,

  • damage occurred due to misuse or improper care.

Minor variations such as:

  • slight colour differences,

  • small measurement differences,

  • packaging updates,

    may occur and are not automatically considered defects.

10. Delivery Information

Delivery times shown on our website are estimates only and may vary due to:

  • carrier delays,

  • customs processing,

  • weather,

  • high demand periods,

  • or other circumstances beyond our control.

Mavi & Lane does not guarantee exact delivery dates unless expressly stated.

11. International Fulfilment

Some products may be shipped from international fulfilment centres or logistics partners.

This allows us to:

  • offer a broader product range,

  • maintain competitive pricing,

  • and improve stock availability.

Shipping times may vary depending on destination and customs processing.

12. Alternative Solutions

In certain situations, Mavi & Lane may offer alternative resolutions instead of requiring a physical return, including:

  • partial refunds,

  • store credit,

  • replacement products,

  • or other reasonable solutions.

Alternative resolutions are offered at our discretion and in accordance with Australian Consumer Law.

13. Incorrect, Damaged, or Faulty Products

If you receive an item that is:

  • damaged,

  • defective,

  • or incorrect,

please contact us as soon as possible at:

📧 Support@maviandlane.com

Include clear photos and your order number so we can assess the issue promptly.

Where required under Australian Consumer Law, we will provide an appropriate remedy.

14. Cancellation Form (Optional)

If you wish to cancel your order, you may copy and complete the form below and email it to:

📧 Support@maviandlane.com

 

Cancellation Form

I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods/services:

 

 

Order Number: _________________________________


Ordered on: _______________


Received on: _______________


Customer Name: _______________________________


Customer Address: _____________________________

 

 

Signature (only if submitted on paper):

 

 

Date: ________________________________________

 

15. Contact Information

Mavi & Lane

📧 Support@maviandlane.com

Our customer support team is available to assist with any return, refund, or product-related questions.