Refund policy
The Mat Kitchen
Wellness Through Maternity and Matrescence
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Every meal we deliver is cooked fresh, in small batches, especially for you. Because of that, our refund policy works a little differently to an ordinary online store — but if something isn't right with your order, we will always make it right. This policy sets out how, and nothing in it takes away any of your rights under the Australian Consumer Law.
Changing or cancelling an order
Because your meals are made fresh to order, we begin sourcing and preparing well before your delivery day.
- You can change or cancel your order up to 48 hours before your scheduled delivery date for a full refund or store credit — whichever you prefer. Just email us at info@thematkitchen.com.au with your order number.
- Within 48 hours of delivery, your meals are already being made and we're unable to offer a refund or credit for a change of mind or cancellation.
- If your delivery date needs to move because of something unexpected (an early arrival, a hospital stay), please get in touch — we understand better than most that babies don't follow schedules, and we'll always do our best to reschedule your delivery rather than let food go to waste.
Perishable goods can't be returned
Our meals are fresh, perishable food. For food safety reasons we can't accept returns, and we're unable to offer refunds if you simply change your mind after delivery. This is consistent with the Australian Consumer Law, which doesn't require refunds for a change of mind.
If something is wrong with your order
Please check your delivery as soon as it arrives. If anything is damaged, missing, spoiled, incorrect, or otherwise not as it should be, contact us within 24 hours of delivery at info@thematkitchen.com.au — a photo of the issue helps us resolve things quickly.
If a meal doesn't meet our standards or the consumer guarantees under the Australian Consumer Law, we will offer you a replacement, store credit, or refund. Where the problem amounts to a major failure, you are entitled to choose between a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage.
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 the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Deliveries
- Your meals are delivered chilled in insulated packaging. If no one is home, we'll leave your delivery at your door (or your nominated safe place). Once left at the address you provided, the order is your responsibility — please refrigerate your meals promptly. We can't offer refunds for meals that spoil after they've been delivered as instructed.
- Please double-check your delivery address and any access notes at checkout. We're unable to refund orders that can't be delivered, or that go astray, because the address or access details provided were incorrect or incomplete.
- If a delivery fails or is significantly delayed because of something on our end, we'll redeliver, credit, or refund your order — your choice.
Gift cards
The Mat Kitchen gift cards are valid for three years from the date of issue and can be used across multiple orders. Gift cards can't be redeemed for cash, and gift card purchases are not refundable except as required by the Australian Consumer Law.
How refunds are processed
Approved refunds are issued to your original payment method. Once processed, please allow up to 10 business days for your bank or card issuer to post the funds — we have no control over their processing times. Store credits are issued straight away.
Questions
We're a small business and a real person reads every email. If anything about your order isn't right, or you're not sure whether this policy applies to your situation, just ask.
The Mat Kitchen
Eleanor White trading as The Mat Kitchen (ABN 30 350 893 623)
Carlton North VIC
info@thematkitchen.com.au