At Musto Australasia we're committed to selling high-quality products which we hope you'll enjoy using. However we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought from us.
Broadly, we have three applicable returns/exchange policies:
* Defects/Problems If there is a problem with our product (if it is defective, if it is not fit for the purpose it was designed to achieve or if it does not match the description on our website), you may be entitled to a refund, replacement, repair or compensation. At Musto Australasia, we want to make sure you get what you are entitled to.
You should return any such product to us as soon as possible after you identify the problem. We recognise that such products might not be in fully resalable condition when they are returned to us.
If you are entitled to a refund, Musto Australasia will refund to you the price that you paid for the item, including the delivery costs that you paid to have the items sent to you and the delivery costs for returning the item to us.
Refer also to the Refund Policy below.
* Change of Mind Even if there is not a problem with our product, but you have just changed your mind about your purchase, we will refund the purchase price to you (less delivery charges) if you return it to us in a Fully Resalable Condition*** within a Reasonable Period** after you receive it from us.
Refer also to the Refund Policy below.
* Exchange/Swap If you would like to exchange any of our products (to get a different size or colour etc), we will happily exchange it for what you want if you return it to us in a Fully Resalable Condition*** within a Reasonable Period** after you receive from us (subject to availability).
You will be responsible for the delivery charges associated with, firstly, returning the exchanged item to us and, secondly, for our delivery charges in sending the replacement item to you.
Note: For Team Sales, please contact your Team Sales Representative. For obvious reasons, returns/exchanges on customised products are normally only accepted on faulty items.
We recommend that you should always keep your order number, which can be found on your order confirmation email or on the delivery packaging, as you will need it as proof of purchase in the event of any after-sales queries.
Please refer to the Returns and Exchanges Procedures below for specific information about how to manage your return.
"FULLY RESALABLE CONDITION"***
If you want a refund or exchange, the goods must not have been used, worn, washed or damaged in any way. The original packaging and swing tickets must remain intact and swimmer items will only be accepted with the hygiene sticker in place.
If we find that the product has not been returned to us in a Fully Resalable Condition, we reserve the right to refuse a refund or exchange on the item.
If you want a refund or exchange, the goods must be returned to us as soon as practicable after you receive them. Unless there has been some delay in delivery of the products to you, 28 days is our "reasonable period" for you to arrange to return the goods to us for refund or exchange. Musto Australasia Pty Ltd may refuse the refund or exchange after the 28 days "reasonable period".
CHANGE OR CANCEL AN ORDER
If you wish to change or cancel an order before it has been dispatched, you can contact our Customer Service department on +61 (0)2 9907 4141 any time between 9:30am and 5:00pm Monday to Friday (AEST), excluding public holidays. Please have the order confirmation number and date the order was placed to hand. They will be happy to cancel the existing order and create a new order for you.
If your order has already been dispatched or delivered, then you will need to follow our Returns & Exchange Policy above.
AUSTRALIAN RETAIL PURCHASES
If you bought your Musto product from a third party retailer (i.e. a shop that sells Musto products but which is not exclusively Musto Australasia) please take your purchase back to the shop and they will arrange your exchange or refund. Please note that their terms and conditions for returns may be different to ours.
To help this process your request, you should correctly complete and enclose with the returned goods the Musto Returns Form. You will find this on the reverse of your delivery note, which is also your proof of purchase. If you are unable to find your Musto Returns Form please contact our Customer Service Department to assist.
Step 2 - Return Goods to Musto Australasia
Return the goods, in Fully Resalable Condition ***(unless the goods have a defect or other problem) within a Reasonable Period ** to the following address:
Musto Australasia Pty Ltd Online Sales - Returns Department 28b Roger St, Brookvale NSW 2100 Australia
Step 3 - Proof of Posting
We also suggest you obtain a proof of posting certificate or use a traceable postal service with the appropriate level of compensation, should you be concerned that your parcel maybe lost, or damaged in transit to us.
We do not accept responsibility for any goods returned to us that are damaged or lost in transit.
Step 4 - Exchange Delivery Cost
If you have requested an exchange/swap, you will need to arrange for payment of the delivery charges so that we can send the replacement item to you. Contact our Customer Service Department to assist you on +61 (0)2 9907 4141.
Please Note: Online purchases cannot be returned to any stores. To keep our delivery costs to a minimum all returns of non-faulty products are returned at the customer's cost.
Timing - If you return a Musto product to us for a refund in accordance with our Returns & Exchange Policy and our Returns & Exchange Procedures (as outlined above) we will process your refund payment within 21 days (plus delivery time).
Exclusion - If the product returned to us is not in a Fully Resalable Condition*** or is not received by us within a Reasonable Period**, we reserve the right to refuse a refund on the item (unless it is faulty or defective in some way).
Amount - Unless the item is faulty or defective in some way, we will refund just the price of the item to the purchaser (excluding the delivery charge). Of course, a refund of the delivery charges will be given in the instance of incorrect, damaged or faulty goods.