Refund policy

Return & Refund Policy Last Updated: May 17, 2026

This Return & Refund Policy explains how My Route Story manages product returns, refunds, and related customer service procedures. By purchasing from our website, you agree to the terms described below.

We operate in full compliance with Australian Consumer Law (ACL) and applicable regulations. All purchases are subject to ACL consumer guarantees.

1. Return Window

Customers may initiate a return within 30 calendar days from the date of delivery. Delivery date is based on courier tracking confirmation. Late returns may only be accepted if the item is faulty, defective, damaged, or incorrect. Damaged or incorrect items must be reported within 48 hours.

2. Exchange Policy

Exchanges are not offered for any products. Replacement is only available if the product is faulty, defective, damaged, or incorrect. Customers cannot exchange for different sizes, colours, or alternative products.

3. No Restocking Fee

Approved returns are refunded in full. There are no restocking or administrative fees.

4. Return Eligibility Requirements

Must be faulty, damaged, defective, or incorrect. Returned in original packaging, including all accessories and documentation. Proof of purchase is required (invoice or order confirmation). The following reasons make a return ineligible: change of mind, personal taste, or disappointment with a personalised design that was approved at checkout.

5. Return Shipping Costs

Approved returns (faulty, defective, or incorrect) are covered by My Route Story. Non-eligible returns: shipping is at the customer's expense. Trackable courier recommended — keep proof of postage until refund or replacement is completed.

6. How to Initiate a Return

Step 1: Verify Eligibility Check if the item is within the 30-day return window. Confirm the item is faulty, damaged, defective, or incorrect. Ensure proof of purchase is available.

Step 2: Contact Support Email: myroutestory@gmail.com Phone: +61 493 530 342 Live chat: available on our website Provide your order number, reason for return, and photos if applicable.

Step 3: Receive RMA A Return Authorisation Number (RMA) will be issued. Include the RMA number on the package. No RMA = return may be refused.

Step 4: Follow Return Instructions Pack the item securely in its original packaging. Ship via trackable courier (Australia Post, Sendle, Toll Group, CouriersPlease).

Step 5: Return Shipment For approved returns: shipping covered by My Route Story. For non-eligible returns, the customer pays shipping.

Step 6: Inspection Returned items inspected for eligibility — packaging condition, proof of defect, compliance with instructions.

Step 7: Refund or Replacement Refunds processed within 10 business days (Monday–Friday) to the original payment method. Replacement only for faulty, defective, or incorrect items. A confirmation email is sent once the refund or replacement is processed.

7. Return Methods

Use a trackable courier for all returns. Returns without RMA approval or tracking may be refused. Keep proof of postage until refund or replacement is confirmed.

8. Refund Processing Time

Refunds are processed within 10 business days (Monday–Friday) of receiving approved returns. Refunds are issued to the original payment method. A confirmation email is sent once the refund is processed.

9. Customer Responsibility

Follow the return process precisely. Use a secure and traceable courier. Pack items safely to avoid further damage. Ensure your contact information is accurate and respond in a timely manner. Failure may delay or void your refund.

10. My Route Story Responsibilities

Inspect returned items promptly. Approve eligible returns. Process refunds within 10 business days (Monday–Friday). Communicate status updates clearly. Assist with replacement or damage claims.

11. Return Address

To initiate a return, you must first contact My Route Story before sending any items back.

Contact Support: Email: myroutestory@gmail.com Phone: +61 493 530 342 Live chat: available on our website Business Hours: 10 AM–6 PM (Monday–Friday), GMT+10:00 Australian Eastern Standard Time (Sydney)

Provide your order number and clear photos showing the issue.

Return Eligibility Review: Our team will review the submitted photos and determine if the item is eligible for return. If eligible, a Return Authorisation Number (RMA) will be issued. If not eligible, the return cannot be accepted.

Prepare Return Shipment: Print the RMA number and attach it clearly to the package. Pack the item securely to prevent damage. Ship to the approved return address using a trackable courier.

Return Address: My Mystery Parcel 12 Weigand Avenue Bankstown, New South Wales, 2200 Australia

Important: Returns sent without prior approval and an RMA will not be accepted.

12. Damaged, Defective, Incorrect, or Missing Items

Report within 48 hours of delivery. Include photos, the order number, and a description. Eligible items are refunded or replaced, including original shipping costs. Customer support will guide you on the next steps.

13. Lost Parcel Policy

Report lost parcels as soon as possible. A courier investigation will be initiated. A replacement or refund is issued if the parcel cannot be recovered.

14. Order Cancellation Policy

Orders may be cancelled within 12 hours of purchase, before printing begins. Orders already sent to print cannot be cancelled — initiate a return for eligible items.

15. Lost or Missing Returns

The customer must provide tracking information. We do not refund lost returns without tracking. Use insured couriers where possible.

16. Late or Missing Refunds

Refunds within 10 business days (Monday–Friday). Contact support if not received.

17. Items Returned Without Approval

Returns without RMA may be refused. Always obtain an RMA before shipping.

18. Policy Abuse Prevention

Fraudulent, repeated, or unauthorised returns may be refused. Policy abuse may lead to account suspension.

19. Fraud, Abuse & Safety Protection

We reserve the right to cancel or refuse orders suspected of fraud or abuse. Security measures are in place to protect both customers and the business.

20. Business Information

Registered Company Name: My Mystery Parcel ABN: 63 385 406 700 Registered Address: 12 Weigand Avenue, Bankstown New South Wales 2200, Australia Email: myroutestory@gmail.com Phone: +61 493 530 342 Live chat: available on our website Business Hours: 10 AM–6 PM (Monday–Friday), GMT+10:00 Australian Eastern Standard Time (Sydney)

21. Policy Updates

This policy may be updated at any time. Changes apply to purchases made after the policy update.