Refund policy

Returns, Exchanges & Store Credit Policy

Effective Date: 24 October 2026

At MET, we believe in thoughtful selection, exceptional craftsmanship and the enduring value of beautiful objects.

Each piece within our collection is carefully curated for its individuality, quality and character.

We encourage our customers to make considered purchases and to familiarise themselves with our Returns & Exchanges Policy before completing a transaction.

This policy applies to purchases made at our Paddington boutique and through our official online store, www.metau.com.au.

1. Change Of Mind

MET does not offer refunds to the original payment method for change-of-mind purchases.

Change-of-mind circumstances include, but are not limited to:

• No longer wanting or needing an item.
• Purchasing an item as a gift that the recipient does not want or does not like.
• Finding that a product does not suit personal preferences, taste, style or home interiors.
• Changing one’s mind about a fragrance, colour, design or other product characteristics.
• Purchasing an incorrect item or making an incorrect selection.
• Finding the same item at a lower price elsewhere.

For eligible change-of-mind returns, MET offers store credit only, subject to the conditions set out in this policy.

2. Returns Eligibility

Change-of-mind returns must be requested within 14 calendar days of the original purchase date for in-store purchases, or within 14 calendar days of delivery for online purchases.

To qualify for a change-of-mind return:

• Items must be unused, unopened and in their original saleable condition.
• All original packaging, labels, tags, protective materials and accessories must remain intact.
• Valid proof of purchase must be provided.
• The product must not fall within an excluded category listed below.
• Returns must be authorised by MET before they are processed.

MET reserves the right to inspect all returned merchandise and decline voluntary change-of-mind returns that do not meet these conditions.

3. Non-Returnable Items

For reasons relating to hygiene, product integrity, fragility, exclusivity or customisation, the following products are excluded from change-of-mind returns:

• Opened or used perfumes and fragrances.
• Opened or used skincare, cosmetics and personal care products.
• Products with broken or removed hygiene or security seals.
• Used candles, incense and home fragrance products.
• Personalised, customised or made-to-order products.
• Special orders sourced specifically for an individual customer.
• Artworks, rare collectibles and one-of-a-kind pieces designated as final sale before purchase.
• Purchased gift cards.

These exclusions apply only to change-of-mind returns and do not affect any rights under the Australian Consumer Law.

4. Store Credit

Approved change-of-mind returns will be issued as MET store credit.

The following conditions apply:

• Store credit is valid for 365 calendar days from the date of issue.
• The expiry date will be clearly communicated when store credit is issued.
• Store credit may be redeemed towards eligible future purchases at MET.
• Store credit may be used across multiple transactions, provided a balance remains available.
• Any unused balance will expire at the end of the 365-day validity period and will not be reinstated, except where required by law.
• Store credit cannot be exchanged for cash or refunded to the original payment method.
• No cash change will be provided for purchases made using store credit.
• Store credit issued for voluntary change-of-mind returns is separate from purchased gift cards and any statutory refund entitlements.

The 365-day expiry applies only to voluntary return store credit to the extent permitted by applicable law.

Where a longer validity period is legally required, that period will apply.

5. Exchanges

MET may offer exchanges for eligible change-of-mind returns, subject to product availability.

• Exchanges must be requested within 14 calendar days of purchase or delivery, as applicable.
• All items must satisfy the return eligibility conditions.
• If the replacement item is of greater value, the customer must pay the price difference.
• If the replacement item is of lower value, the remaining amount will be issued as store credit, valid for 365 calendar days from the date of issue.
• Exchanges of limited-edition, discontinued or unique items are subject to availability.

MET does not guarantee the availability of any particular replacement product.

6. Fragrances & Personal Care

To preserve product integrity, hygiene and quality, fragrances, skincare and personal care products cannot be returned for change of mind once opened, unsealed or used.

Customers are encouraged to explore available testers and seek guidance from our team prior to purchasing.

A personal change in fragrance preference or an individual perception of how a fragrance smells or develops on the skin does not, by itself, constitute a product defect.

This provision does not limit rights relating to faulty, misdescribed or otherwise non-compliant products under the Australian Consumer Law.

7. Art, Ceramics & Decorative Objects

MET offers a selection of artisanal ceramics, glassware, decorative objects, artworks and handmade products.

Due to the nature of artisanal production, slight variations in colour, texture, dimensions, finish or craftsmanship may occur.

Such variations may form part of the intended character and individuality of a product and do not necessarily constitute defects.

Customers are encouraged to carefully consider dimensions, finishes and suitability before purchasing.

Where an item fails to meet applicable consumer guarantees, the remedies available under the Australian Consumer Law will apply.

8. Special Orders & Personalised Products

Products commissioned, customised, personalised or specially sourced at a customer’s request are not eligible for voluntary change-of-mind returns, refunds or exchanges.

Any specific conditions relating to deposits, cancellations, production timelines or delivery will be communicated before an order is confirmed.

All special orders remain subject to applicable consumer guarantees and statutory rights.

9. Online Orders & Return Shipping

For online purchases, customers must contact MET within 14 calendar days of delivery to request a change-of-mind return.

Returns must be approved before items are shipped back to MET.

For voluntary change-of-mind returns:

• Return shipping costs are the responsibility of the customer.
• Products must be securely packaged to prevent damage during transportation.
• MET recommends using a tracked and insured shipping service.
• Original shipping fees are not refundable solely due to a change of mind.
• Store credit will be issued after the returned item has been received and inspected.

Where a return arises from a failure to meet consumer guarantees, return arrangements, reasonable shipping costs and remedies will be handled in accordance with the Australian Consumer Law.

10. Faulty, Damaged Or Incorrect Products

All goods sold by MET are subject to guarantees that cannot be excluded under the Australian Consumer Law.

Where a product fails to meet applicable consumer guarantees, customers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

For a major failure, customers are entitled to the remedies prescribed by law, including the right to choose a refund or replacement where applicable.

For a minor failure, MET may provide a repair within a reasonable time in accordance with the Australian Consumer Law.

Where a customer is legally entitled to a refund, MET will not require them to accept store credit as an alternative.

Customers experiencing concerns with a product should contact MET with proof of purchase and relevant details.

11. Gift Cards

Purchased MET gift cards are separate from store credit issued for voluntary change-of-mind returns.

Purchased gift cards will remain valid for at least three years from the date of supply, unless a lawful exception applies.

The applicable expiry date and redemption conditions will be clearly disclosed when the gift card is issued.

Gift cards are not redeemable for cash except where required by law.

12. Pricing & Availability

All prices are displayed in Australian dollars (AUD) and include GST where applicable unless otherwise stated.

Product availability may vary between our boutique and online store.

MET may correct genuine product information or pricing errors, subject to applicable consumer law and existing contractual rights.

13. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable legislation.

Customers retain all statutory consumer guarantees regardless of the change-of-mind return period, store credit expiry or any other condition outlined in this policy.

Where any provision of this policy is inconsistent with applicable law, the law will prevail.

14. Policy Updates

MET may update this policy from time to time.

Any updated terms will apply to purchases made after the updated policy takes effect and will not retrospectively remove existing contractual or statutory rights.

15. Contact

For returns, exchanges or product-related enquiries, please contact MET through our official website or visit our Paddington boutique.

MET

Mood. Extraordinary. Timeless.

Paddington, Sydney, Australia

www.metau.com.au

Instagram: @met__boutique

For the rare. The unique. The taste of life.