Refund policy

MVme Refund & Returns Policy

Last updated: 1/11/25

At MVme, every order is made with care and attention to detail.
We want you to be completely happy with your purchase, so please review our policy below — it covers both custom-made and non-custom (ready-made) products.

1. Custom-Made & Personalised Products

Custom-made, personalised, or made-to-order products (including items featuring custom designs, names, or specialty materials such as upcycled firefighter uniforms) are final sale.

We do not accept returns, exchanges, or cancellations for these items once production has begun or the order has been confirmed.
Please double-check all order details (spelling, sizing, and options) before placing your order.

If your custom item arrives damaged, faulty, or incorrect due to an MVme error, please contact us within 7 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the problem

Once reviewed, we’ll arrange a replacement, repair, or refund if appropriate.

2. Non-Custom (Ready-Made) Products

We accept returns or exchanges for non-custom products within 14 days of delivery, provided the item is:

  • Unused

  • In its original condition and packaging

  • Returned with proof of purchase

To start a return, please contact us at [your email address] before sending anything back.
Unauthorised returns may not be accepted.

Customers are responsible for return shipping costs, unless the product is faulty or incorrect.

Refunds will be processed back to your original payment method once the item has been received and inspected. Shipping costs are non-refundable unless the return is due to our error.

3. Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 7 days of receiving it.
We may request photos to assess the issue before arranging a solution.
Depending on the situation, we may offer a replacement, repair, or refund.

4. Cancellations

Orders for custom products cannot be cancelled once confirmed, as production begins immediately.
For non-custom products, cancellation requests must be received before your order is dispatched. Once shipped, it cannot be cancelled but may be eligible for return under the above policy.

5. Exchanges

We’re happy to offer exchanges on non-custom products only, provided the item meets our return conditions.
Exchanges are subject to stock availability.

6. Contact Us

For any return or refund enquiries, please get in touch:
📧 mvmesales@outlook.com
🌐 www.mvme.com.au
📍 4 Kia Rise, Frankston South, Vic 3199