Returns & Refunds
Trust is the whole game in gifting, so here's our policy in plain English.
If something is wrong, we fix it
Under Australian Consumer Law, our products come with guarantees that cannot be excluded. If your hamper arrives faulty, damaged, or not as described, contact us within a reasonable time and we'll provide a replacement or full refund — your choice. Because we deliver our own hampers, we'll also arrange collection ourselves where a return is needed, at no cost to you. Photos help us fix things fastest.
Change of mind
We get it — gifting plans change. We accept change-of-mind returns within 14 days of delivery, provided the hamper is unopened, unused and in its original packaging. Because our hampers contain food items, perishable contents can't be returned once the hamper is opened. For change-of-mind returns we can arrange collection for a $15 fee, or you're welcome to return the hamper to us directly. We'll refund the purchase price (excluding any delivery fee) once the hamper reaches us in original condition.
Cancellations & date changes
Need to change the delivery date or address? Email us at least 48 hours before your scheduled delivery and we'll move it, free. Orders cancelled at least 48 hours before delivery receive a full refund.
How to start a return
- Email mermaid@pearlmarket.com.au with your order number.
- Tell us what happened — include photos if anything arrived damaged.
- We'll reply with next steps within 2 business days.
Refund timing
Approved refunds are processed to your original payment method within 5 business days of approval. Banks can take a few extra days to show it.
This policy doesn't limit any rights you have under Australian Consumer Law.
Pearl Market · ABN 63 126 146 322 · Mitcham VIC, Australia