M E T
M E T

Legal

Terms of service

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.

Website terms

The following website terms apply alongside the Returns, Exchanges & Store Credit Policy above. If there is any inconsistency concerning returns, exchanges, store credit or consumer guarantees, that policy takes precedence, subject to applicable law. Nothing in these website terms excludes, restricts or modifies any statutory consumer guarantees, rights or remedies.

Overview

This website is operated by M E T. Throughout the site, the terms “we”, “us” and “our” refer to M E T. M E T offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes. Updated purchase terms apply only to purchases made after they take effect and do not retrospectively remove existing contractual or statutory rights.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

Section 1 – Online store terms

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

Section 2 – General conditions

We reserve the right to refuse Service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Section 3 – Accuracy, completeness and timeliness of information

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

Section 4 – Modifications to the service and prices

Prices for future offers may change without notice. Genuine pricing errors may be corrected only subject to applicable consumer law and existing contractual rights.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Section 5 – Products or services (if applicable)

Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to voluntary change-of-mind return or exchange according to our Returns, Exchanges & Store Credit Policy. Statutory consumer rights remain unaffected: https://metau.com.au/refund-policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change for future offers, subject to applicable consumer law and existing contractual rights. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.

We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Section 6 – Accuracy of billing and account information

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Refund Policy: https://metau.com.au/refund-policy.

Section 7 – Optional tools

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

Section 8 – Third-party links

Certain content, products and Services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

Section 9 – User comments, feedback and other submissions

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Section 10 – Personal information

Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here: https://metau.com.au/policies/privacy-policy.

Section 11 – Errors, inaccuracies and omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders in response to genuine product-information or pricing errors, subject to applicable consumer law and existing contractual rights.

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Section 12 – Prohibited uses

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Section 13 – Disclaimer of warranties; limitation of liability

Nothing in this section excludes, restricts or modifies consumer guarantees, rights or remedies under the Australian Consumer Law or other applicable legislation. The disclaimers and limitations below apply only to the extent permitted by law.

We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.

You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall M E T, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Section 14 – Indemnification

You agree to indemnify, defend and hold harmless M E T and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

Section 15 – Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

Section 16 – Termination

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

Section 17 – Entire agreement

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

Section 18 – Governing law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australia.

Section 19 – Changes to terms of service

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes for future use. Updated purchase terms apply only to purchases made after they take effect and do not retrospectively remove existing contractual or statutory rights.

Section 20 – Contact information

Questions about the Terms of Service should be sent to us at contact@metau.com.au.