At M Terra, we encourage customers to carefully review their purchase before completing an order.
Many of our products are one-of-a-kind handmade artworks, vases, and hand-painted pieces. Due to their unique nature, most items cannot be reproduced or restocked once sold.
This policy operates in accordance with your rights under Australian Consumer Law.
1. Change of Mind
We do not offer refunds, exchanges, or store credits for change of mind.
Returns will not be accepted for:
- Change of mind
- Incorrect selection
- Minor variations in handmade items
- Sale or discounted items
As many of our pieces are individually crafted or artist-created, each item may contain slight variations in colour, texture, brushwork, glaze, or finish. These characteristics are part of the handmade process and are not considered faults.
We encourage customers to carefully review product descriptions, dimensions, images, and specifications before placing an order.
2. Consumer Guarantees
Our goods come with guarantees that cannot be excluded under 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 repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
3. Faulty or Damaged Items
All items are inspected prior to dispatch and carefully packaged for safe delivery.
If your item arrives damaged, faulty, or not as described, please contact us as soon as possible.
To submit a claim:
- Please submit your request
- Provide your order number
- Include clear photographs of the item and packaging
- Provide a brief description of the issue
Where possible, please notify us within 7 days of receiving your order so we can promptly assess the issue.
Once the item has been reviewed, we will provide an appropriate resolution in accordance with Australian Consumer Law. This may include:
- A repair
- A replacement (if available)
- A refund
4. Return Conditions (Approved Faulty Items Only)
If a return is approved:
- The item must be returned in its original condition where possible
- Proof of purchase must be provided
- Return instructions will be provided via email
Return shipping arrangements will be discussed with you once the claim has been assessed.
We recommend using a tracked shipping service when returning items. M Terra cannot be responsible for items lost during return transit.
5. Sale Items
Items purchased during sales or promotions are considered final sale and are not eligible for change-of-mind returns.
However, this does not affect your rights under Australian Consumer Law if an item is faulty or not as described.
6. Handmade and Artistic Variations
Many M Terra products are handmade or artist-created.
As a result, natural variations may occur in:
- Colour tones
- Brush strokes or texture
- Ceramic glaze patterns
- Surface finishes
- Natural material characteristics
These variations are part of the artistic and handcrafted process and do not constitute defects.
7. Contact Us
For all return or refund enquiries, please contact us at: sales@mterra.com.au