Refund policy

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need proof of purchase.

To start a return, please contact us at pauline@mascamakes.com. Approved returns must be sent to:

2B McMillan Street
Clayton South VIC 3169
Australia

Please contact us before sending anything back. Items returned without first contacting us may not be accepted.

Cancellation

You may request to cancel your order within 24 hours of placing your order.

After 24 hours, your order may have entered production or preparation and may no longer be eligible for cancellation. Please contact us as soon as possible if you need to cancel your order.

Damages and Issues

Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, or you receive the wrong item.

Please include your order number and photos of the issue where possible so we can assess the problem and work with you to make it right.

Custom and Personalised Items

Because our products may be made to order or personalised specifically for you, custom or personalised items generally cannot be returned simply because you have changed your mind.

If your custom or personalised item arrives damaged, defective, or is not made according to your order, please contact us so we can assess the issue.

Exchanges

We do not offer direct exchanges. If you would like a different item, the fastest option is generally to return the original item, where eligible, and place a new order for the item you want.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method. Please allow additional time for your bank or payment provider to process the refund and for the funds to appear in your account.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.