Refund policy

Thank you for shopping at mrtuukc.shop.

This Return and Refund Policy explains how customers may request a return, exchange, repair, replacement, or refund for products purchased through our website.

This Policy applies to purchases made through mrtuukc.shop and should be read together with our Terms of Service, Shipping Policy, and Privacy Policy.

1. Contact Information

For all return, refund, exchange, repair, and replacement enquiries, contact:

Company Name: mrtuukc.shop
Website: mrtuukc.shop
Email: info@mrtuukc.shop
Telephone: +61 3 5323 6896
Contact Address: 14A Wingara Avenue, Keilor East VIC 3033, Australia

Please include your order number and the email address used during checkout.

2. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, remedy, warranty, condition, or liability that cannot lawfully be excluded, restricted, or modified.

Where a product fails to meet an applicable consumer guarantee, you may be entitled to:

• A repair

• A replacement

• A refund

• Compensation for reasonably foreseeable loss

• Another remedy required by law

The appropriate remedy will depend on the nature and seriousness of the problem.

Our voluntary change-of-mind return policy operates in addition to your rights under the Australian Consumer Law.

3. Change-of-Mind Returns

We accept eligible change-of-mind return requests made within 30 calendar days after delivery.

To qualify for a voluntary change-of-mind return, the product must:

• Be unused, unworn, unwashed, and unaltered

• Be in its original condition

• Include all original labels, tags, accessories, manuals, and components

• Be returned in its original packaging where reasonably possible

• Include proof of purchase or a valid order number

• Not be an excluded product listed in this Policy

Products showing signs of wear, use, washing, alteration, contamination, misuse, or customer-caused damage may not qualify for a change-of-mind return.

These conditions do not restrict your rights where a product is faulty, unsafe, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

4. How to Request a Return

Before returning a product, contact:

Email: info@mrtuukc.shop
Telephone: +61 3 5323 6896

Your request should include:

• Your full name

• Your order number

• The email address used for the order

• The product you wish to return

• The reason for the return

• Your requested outcome

• Photographs or videos where the product is damaged, defective, or incorrect

After reviewing your request, we will provide return instructions and confirm the authorised return address.

Please do not return a product before receiving return authorisation.

5. Return Address

Our contact address is:

mrtuukc.shop
14A Wingara Avenue
Keilor East VIC 3033
Australia

However, products must not be sent to this address without prior approval.

Depending on the product and fulfilment location, we may provide a different authorised return address. The address shown on the original shipping parcel may also be a logistics address and may not accept customer returns.

Unauthorised returns may be delayed, refused, or returned to the sender.

6. Return Authorisation Deadline

After receiving return approval, you should send the eligible product within 14 calendar days, unless we confirm a different period in writing.

Please retain:

• Your postage receipt

• Your tracking number

• Photographs of the returned package

• Any return documentation

A returned product is not considered received until it arrives at the authorised return location.

7. Change-of-Mind Return Costs

For an approved change-of-mind return:

• The customer is responsible for the direct return shipping cost

• Optional express or premium shipping charges are generally not refundable

• The product should be returned using a tracked shipping method

• The customer remains responsible for the return until it is received

Where the original order qualified for free standard shipping, no original standard delivery charge will be deducted unless an additional cost was clearly disclosed and may lawfully be recovered.

8. Faulty, Damaged, Unsafe, or Incorrect Products

Contact us promptly if a product:

• Arrives damaged

• Is defective or unsafe

• Does not work as reasonably expected

• Is materially different from its description

• Is unsuitable for a purpose disclosed before purchase

• Is the wrong product, size, colour, or variant

• Is missing essential components

• Does not match a sample or demonstration

• Otherwise fails to meet an applicable consumer guarantee

Please provide your order number, a description of the problem, and supporting photographs or videos where reasonably available.

Photographs may help us investigate the matter more efficiently. However, the absence of a photograph does not automatically remove any rights available under Australian law.

9. Major Product Problems

A product may have a major problem where:

• A reasonable consumer would not have purchased it if they had known about the problem

• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

• It is substantially unfit for a disclosed purpose and cannot easily be fixed

• It is significantly different from its description, sample, or demonstration

• It is unsafe

Where a product has a major problem, you may be entitled to reject it and choose between:

• A refund; or

• A replacement of the same type and similar value, where reasonably available

You may also be entitled to keep the product and seek compensation for the reduction in its value.

10. Minor Product Problems

Where a product has a minor problem that can be fixed within a reasonable time, we may choose to provide:

• A repair

• A replacement component

• A replacement product

• Another appropriate remedy

The remedy will be provided without charge where required by law.

If the problem cannot be fixed, is not fixed within a reasonable time, or the attempted repair is unsuccessful, you may be entitled to a replacement or refund.

11. Return Costs for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged, unsafe, incorrectly supplied, or otherwise non-compliant, mrtuukc.shop will cover reasonable return costs where required by law.

We may provide:

• A prepaid return label

• Reimbursement of reasonable postage costs

• Collection instructions

• Another suitable return arrangement

Please contact us before arranging return shipping.

We may request a postage receipt before reimbursing return costs. Unusually expensive or unnecessary shipping methods may not be reimbursed where a reasonable alternative was available.

12. Inspection of Returned Products

Returned products may be inspected to:

• Confirm the product and order details

• Verify the reported fault or damage

• Identify whether the product was misused or altered

• Confirm eligibility for a voluntary return

• Determine the appropriate remedy

Inspection will be completed within a reasonable period after the product is received.

An inspection does not limit rights available under the Australian Consumer Law.

13. Products Damaged Through Misuse

A customer may not be entitled to a remedy where the problem was caused by:

• Abnormal or improper use

• Accidental damage after delivery

• Failure to follow reasonable instructions

• Unauthorised modification or repair

• Improper cleaning or storage

• Ordinary wear and tear

• Use for a purpose for which the product was not designed

This does not apply where the damage resulted from an existing defect, unsafe design, or inadequate instructions.

14. Incorrect Size, Colour, or Variant Selection

Where the customer selects the wrong size, colour, or variant, the request will generally be treated as a change-of-mind return.

The product may be returned within the voluntary return period if it meets the eligibility conditions in this Policy.

Where we supplied a different size, colour, or variant from the one shown in the order confirmation, we will treat the matter as an incorrectly supplied product.

15. Exchanges

Exchanges may be available for eligible products, subject to stock availability.

To request an exchange, contact info@mrtuukc.shop before returning the product.

Where the requested replacement is unavailable, we may offer:

• A different product, with your agreement

• Store credit, with your agreement

• A refund where applicable

For a change-of-mind exchange, the customer may be responsible for return postage and any applicable price difference.

No additional standard shipping fee will be charged for a replacement required because the original product was faulty, damaged, or incorrectly supplied.

16. Products Excluded From Change-of-Mind Returns

Unless faulty or otherwise protected by applicable law, change-of-mind returns may not be accepted for:

• Personalised or customised products

• Made-to-order products

• Products altered at the customer’s request

• Perishable products

• Gift cards

• Downloadable or digital products after access or delivery

• Sealed hygiene products after the seal has been removed

• Underwear, swimwear, cosmetics, earrings, or similar hygiene-sensitive products after opening or use

• Products clearly identified as non-returnable before purchase

• Products damaged through customer misuse or improper care

These exclusions do not apply where the product is faulty, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.

17. Sale and Promotional Products

Sale, clearance, and promotional products remain covered by the Australian Consumer Law.

Eligible sale products may be returned under our voluntary change-of-mind policy unless they were clearly identified as final sale or non-returnable before purchase.

A final-sale designation does not remove statutory rights relating to faulty, unsafe, damaged, or incorrectly described products.

18. Proof of Purchase

We may request reasonable proof of purchase, such as:

• An order confirmation

• An order number

• An invoice or receipt

• A payment record

• An email confirmation

• Other reasonable evidence linking the product to the purchase

Where the original receipt is unavailable, we will consider other reasonable proof of purchase.

19. Refund Method

Approved refunds will normally be issued to the original payment method used for the order.

Where refunding the original payment method is not reasonably possible, we will contact you to arrange another lawful and appropriate refund method.

We will not require you to accept store credit instead of a monetary refund where you are legally entitled to receive a refund.

20. Refund Processing Time

After an eligible return has been received, inspected, and approved, we aim to initiate the refund within 5–10 business days.

Additional processing time may be required by:

• Banks

• Card issuers

• PayPal

• Digital wallet providers

• Other payment processors

The time taken for funds to appear in your account is controlled by the relevant payment provider.

21. Partial Refunds

A partial refund may be offered or applied where legally appropriate, including where:

• Only part of an order is returned

• You choose to keep a faulty product and claim compensation for reduced value

• A voluntary return is incomplete

• Accessories or components are missing

• The product was handled beyond what was reasonably necessary

• The product was damaged by the customer after delivery

We will not make arbitrary deductions. Any proposed deduction will be explained and will not override statutory consumer rights.

22. Original Shipping Charges

For an approved change-of-mind return:

• Original standard shipping charges are generally not refundable

• Optional express or premium delivery charges are generally not refundable

• The customer is responsible for return shipping

Where a refund is required because a product is faulty, damaged, unsafe, incorrectly supplied, or materially different from its description, reasonable delivery and return costs will be handled in accordance with applicable law.

23. Promotional Gifts and Bundles

Where a free gift was supplied because an order met specified promotional conditions, the gift may need to be returned if the entire qualifying order is returned for change of mind.

Where products were sold as a bundle, all parts of the bundle should generally be returned unless otherwise agreed.

This section does not restrict remedies for faulty or non-compliant products.

24. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a package does not automatically complete a return or cancellation.

Contact info@mrtuukc.shop if you no longer wish to keep an order.

Where a package is returned because of an incorrect address, refusal, or failure to collect it, reasonable costs caused by the failed delivery may be deducted or charged where legally permitted.

No deduction will be made where the failed delivery was caused by us or the delivery provider.

25. Order Cancellations

To request cancellation, contact us as soon as possible:

Email: info@mrtuukc.shop
Telephone: +61 3 5323 6896

We will make reasonable efforts to cancel the order before processing or dispatch.

Cancellation cannot be guaranteed after the order has been packed, fulfilled, or transferred to a delivery provider.

If the order has already been dispatched, you may request a return after delivery under this Policy.

26. Manufacturer Warranties

Some products may include a separate manufacturer’s warranty.

A manufacturer’s warranty operates in addition to, and does not replace, rights and remedies available under the Australian Consumer Law.

You may contact mrtuukc.shop directly about a product purchased from our store. We will not require you to deal only with the manufacturer where we are legally responsible for providing a remedy.

27. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

Nothing in this section prevents you from exercising legitimate rights through a bank, payment provider, regulator, tribunal, or court.

False or misleading payment disputes may be investigated and reported where appropriate.

28. Privacy

Personal information provided in connection with a return, repair, exchange, replacement, or refund will be handled according to our Privacy Policy.

We may use the information to:

• Verify the order

• Assess the request

• Prevent fraud

• Communicate with you

• Arrange return shipping or collection

• Process the requested remedy

• Maintain legally required records

29. Complaints

If you are dissatisfied with the handling of a return or refund request, contact:

Email: info@mrtuukc.shop
Telephone: +61 3 5323 6896

Please provide:

• Your name

• Order number

• A description of the issue

• Relevant supporting information

• The outcome you are seeking

We will review the complaint in good faith and aim to provide a fair response within a reasonable period.

Nothing in this Policy prevents you from contacting an Australian consumer protection agency, regulator, tribunal, court, or payment provider where entitled to do so.

30. Changes to This Policy

We may update this Policy to reflect changes in:

• Applicable laws

• Business operations

• Products and services

• Payment providers

• Delivery arrangements

• Shopify functionality

The updated version will be published on this page with a revised “Last Updated” date.

Changes will not unfairly alter an accepted order or remove rights that have already arisen.

31. Contact Us

For questions or requests concerning returns, refunds, repairs, replacements, or exchanges, contact:

Company Name: mrtuukc.shop
Website: mrtuukc.shop
Email: info@mrtuukc.shop
Telephone: +61 3 5323 6896
Contact Address: 14A Wingara Avenue, Keilor East VIC 3033, Australia

Please include your order number and a clear description of your request so we can assist you efficiently.