Refund policy

ONLINE RETURNS POLICY  

  • Shop with confidence knowing you can return full priced items. If the item is faulty or does not fit correctly we will accept returns within 14 days of delivery for a credit note, exchange, or refund.
  • Eligible items must be in the same condition that you received it with tags intact. Items must be unworn, unwashed and in new condition. You’ll also need the receipt or proof of purchase.
  • Note that earrings, socks, and underwear cannot be returned unless faulty.
  • Unfortunately, we cannot accept returns on gift vouchers, clearance items and sale items.
  • Shipping and handling costs are non-refundable unless the item is faulty.
  • We require the customer to cover the cost of sending returned items back to us with parcel tracking. We will not be held responsible for lost or misplaced returns.
  • Returns requests will be approved and accepted at our team’s sole discretion.

To start a return, please contact us at muscrats@gmail.com. Items sent back to us without first requesting a return will not be accepted. Please note that returns will need to be sent to the following address: 108 Scotchmer Street, Fitzroy North Victoria 3068

You can always contact us for any return question at muscrats@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as 'Made to Order' items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at muscrats@gmail.com.

Australian Consumer Law

  • You are entitled to a refund or replacement of any item if it fails to meet consumer guarantees under Australian Consumer Law.
  • Consumer guarantees apply to items that are:
    • Unsafe,
    • are defective or of unacceptable quality,
    • not matching the description or sample, or
    • not fit-for-purpose.
  • Eligibility for a refund or replacement differs on a case-by-case basis.
  • If you believe you have the right to a refund or replacement under Australian Consumer Law, please write to us at muscrats@gmail.com with details of the claim.

IN STORE PURCHASES RETURNS POLICY

  • We offer you flexibility in your purchases with our 14-day return policy. Based on our discretion, you may receive a credit note or exchange for a change of mind returns.
  • Our in-store policy does not allow refunds for change of mind. We highly recommend trying on clothing and shoes before purchasing, as we cannot offer a refund for any fit or style issues.
  • Gifts may be returned for a credit not or exchange within 14 days of purchase. Please bring a valid gift receipt or proof of purchase.
  • Sale items, earrings, socks, underwear and gift vouchers are not eligible for credit note, exchange or refund unless faulty.
  • If an item you have purchased that fails to meet consumer guarantees under Australian Consumer Law you are entitled to a refund or replacement. Consumer guarantees apply to items that are:
    • unsafe,
    • are defective or of unacceptable quality,
    • not matching the description or sample, or
    • not fit-for-purpose.
  • If you feel you may be eligible for a for a refund or replacement under the Australian Consumer Law please email us at muscrats@gmail.com with your claim details. Claims are assessed on a case by case basis.