Returns & Refunds Policy

At Mouse House Collective, we want you to be delighted with every treasure that arrives at your door. If something is not quite right, we're here to help.

Change of Mind Returns

We accept change of mind returns within 14 days of receiving your order, provided that:

• The item is unused and in its original condition
• All original packaging, tags and accessories are included
• The item is returned in a resaleable condition
• Proof of purchase is provided

Customers are responsible for return shipping costs for change of mind returns.

Once the returned item has been received and inspected, we will process either:

• A refund to the original payment method, or
• A store credit

Refunds are generally processed within 5 business days of receiving and approving the returned item.

Damaged, Faulty or Incorrect Items

We take great care when packing every order. If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging

Once reviewed, we will arrange an appropriate solution, which may include:

• Replacement of the item
• Repair of the item
• Store credit
• Full refund

Where an item is confirmed as faulty or supplied incorrectly, Mouse House Collective will cover any reasonable return postage costs.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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

Sale & Clearance Items

Sale, clearance and promotional items cannot be returned for change of mind unless required under Australian Consumer Law.

Items purchased during promotional periods remain covered by Australian Consumer Law protections.

Non-Returnable Items

For hygiene and safety reasons, we may be unable to accept returns on certain products where opened or used, unless the item is faulty or required to be returned under Australian Consumer Law.

Any non-returnable products will be clearly identified on the product page.

How to Request a Return

To request a return, please contact us at:

hello@mousehousecollective.com.au

Please include:

• Your order number
• The item(s) you wish to return
• The reason for the return

We will provide instructions for returning your item.

Return Shipping Address

Return instructions and the appropriate return address will be provided once your return request has been approved.

Please do not return items without contacting us first.

A Little Note

Many of the products we offer feature handmade details, natural materials and unique finishes that form part of their charm. Small variations in fabric, stitching, colour, timber grain, paintwork and finish are not considered faults but are part of the character and uniqueness of each piece.

Contact Us

If you have any questions regarding returns, refunds or exchanges, please contact us:

hello@mousehousecollective.com.au

Thank you for supporting Mouse House Collective and helping us create a little world filled with imagination, storytelling and timeless treasures.