Delivery 

& Returns

AUSTRALIA

We aim to dispatch all orders within 2 working days. Please ensure delivery details are double checked before checkout as our system cannot amend orders once placed.  Please check Australia Post delivery policy for up to date timeframes, as they tend to change.

Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. Customers are responsible to have someone at the delivery address to sign for and accept the delivery. Cost for re-delivery attempts will be passed on to the customer if the delivery address is unattended at the time of delivery, or if incorrect details are provided during the checkout process.

When your order is shipped you will be sent an email confirmation which will include an order number and must be used when enquiring about your order. Once dispatched and tracking details provided, theMinder® accepts no responsibility for delivery delays or loss of parcels. This must be pursued with Australia Post or the relevant shipping agent.

PLEASE NOTE: we do not deliver to PO Boxes, please provide us with a business or residential address. 

RETURNS & EXCHANGES

theMINDER® wants to ensure you are completely satisfied with your purchase. If you change your mind about an item purchased from www.theminder.com.au, we will gladly offer an exchange or store credit within 7 days of receipt should it meet the below requirements:

• Proof of purchase at www.theminder.com.au must be provided
• Item must be returned in original condition (no cut foam for sizing/no marks/no dog hair or dander/no stains/rips/smells/water damage/damage from misuse)
• Email hello@theminder.com.au with the subject line Returns. 

Once your request for return/exchange has been approved, we will outline how to return your items and issue you with a Returns Form to fill out and post back to us with your items. When your item has been returned to our warehouse we will ship your new item or issue you with a store credit.

Please note we cannot refund or credit any shipping costs and return shipping costs are at the expense of the customer. We don't offer refunds unless the product is deemed as faulty. To view our faulty items policy, please refer to the "Faulty or Damaged Items" section below.

FAULTY OR DAMAGED ITEMS 

Whilst we take pride in our high quality process, sometimes things can go awry during manufacturing and assembly.  Should this be the case, theMinder is happy to offer a full refund or exchange on the item. If you believe your item is faulty or damaged, please contact us at hello@theminder.com.au with photos and a description of the faults before returning to us for a refund or exchange. We will happily cover all shipping costs if an item is deemed faulty.

*We will NOT accept an item as faulty or damaged if there is presence of cutting, marks, stains, rips, smells, water damage or damage from misuse.

POSTAGE OF RETURNS

theMINDER® does not accept responsibility for customer sent returns or exchange packages; so it is advised that when shipping returns or exchanges that meet the above required criteria, customers should select a service that provides tracking. We suggest sending returns via registered post, as we are unable to accept responsibility for parcels that are lost in transit.

PLEASE NOTE: Duty, tax and/or shipping costs incurred on an exchange order is at the customer's expense and cannot be refunded unless deemed faulty by theMINDER.

Please contact hello@theminder.com.au for all return or exchange requests. Once we have reviewed and approved your request, we will send you the next steps for you to return your items.

REFUND PAYMENTS

Refunds will be processed in the method of the original payment within 14 business days of theMinder® receiving the return parcel. Notification will be automatically sent to the nominated email address at the time of this transaction.

If you are not satisfied with your purchase for any reason, please contact us at hello@theminder.com.au. Your feedback and satisfaction is valued and important to us.