Refund policy

 

At Mitsuya Home, we carefully curate products that are designed to bring beauty and intention to everyday life. We want you to be delighted with your purchase and will always honour your rights under Australian Consumer Law.

Change of mind returns

If you change your mind about a purchase, we may offer a store credit provided that:

  • You contact us within 14 days of receiving your order
  • The item is unused, unopened and in its original condition
  • All original packaging, tags and accessories are included
  • The item is returned to us intact within 14 days of approval

Customers are responsible for the cost of return shipping for change-of-mind returns.

Once the returned item has been received and inspected, a store credit will be issued for the purchase price of the item.

Items not eligible for change of mind returns

For hygiene, safety and practical reasons, we cannot accept change-of-mind returns on:

  • Sale or clearance items
  • Gift cards
  • Opened consumable products such as incense or teas
  • Items that have been used, washed or damaged after delivery
Damaged, faulty or incorrect items

Please inspect your order upon arrival and contact us as soon as possible if your item:

  • Arrives damaged
  • Is faulty or defective
  • Is significantly different from its description
  • Is not the item you ordered

Where a product fails to meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the nature of the issue. 

To assist us in resolving the issue quickly, please provide:

  • Your order number
  • A description of the problem
  • Photographs showing the issue where applicable
Product variations

Many Mitsuya Home products are handcrafted and sourced from small makers and artisans in Japan. Minor variations in colour, glaze, texture, shape or packaging are part of the character and uniqueness of these products and are not considered faults.

How to request a return

To request a return, please contact us at hello@mitsuyahome.com.au with your order number and details of your request.

We will endeavor to respond to your email within 24 hours. 

Returns sent without prior approval may not be accepted.

Your consumer rights

This policy is in addition to, and does not limit, your rights under Australian Consumer Law. Where a product is faulty, unsafe, not fit for purpose, or does not match its description, you may be entitled to a remedy regardless of this change-of-mind policy.