Refund policy
At The Pantry Mama, we want you to feel confident when shopping with us. Because we sell different types of products — including physical books, print-on-demand clothing and digital products — our return and refund conditions vary depending on what you purchase. Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.
Physical Books
Please choose carefully when purchasing a physical book, as we do not offer returns or refunds for change of mind.
If your book arrives damaged, defective, materially different from its description, or you receive the wrong item, please contact us at hello@pantrymama.com so we can assess the issue and arrange an appropriate remedy.
Please include:
- your name and order number;
- a brief description of the issue; and
- photographs of the book and packaging where relevant.
Please do not return your book before contacting us.
Because our physical books are fulfilled from different locations, the correct return address depends on where your order was shipped from.
Australian-fulfilled returns may be directed to:
The Pantry Mama
PO Box 585
Harvey WA 6220
Australia
Books fulfilled from the United States may need to be returned to our US fulfilment partner.
Please contact hello@pantrymama.com first and we will provide the correct return address and instructions for your order.
Print-on-Demand Clothing
Our clothing is printed on demand specifically for each customer order. We do not hold pre-printed clothing inventory.
For this reason, we do not accept returns, refunds or exchanges for:
- change of mind;
- incorrect size selection;
- colour choice; or
- other personal preference.
Please check the product description and size guide carefully before ordering.
If your clothing arrives faulty, damaged, incorrectly printed, materially different from its description, or you receive the wrong product, please contact us at hello@pantrymama.com so we can assess the issue and arrange an appropriate remedy.
eBooks & Digital Products
Because eBooks and other digital products are delivered electronically and can generally be accessed immediately after purchase, we do not offer refunds for change of mind once a digital product has been delivered, downloaded or accessed, except where required by applicable consumer law.
Please review the product description carefully before purchasing.
If you:
- accidentally purchase the same digital product twice;
- receive the wrong digital product;
- cannot access your purchased file;
- receive a corrupted or faulty file; or
- believe the product is materially different from its description,
please contact us at hello@pantrymama.com and we will help resolve the issue.
Damaged, Faulty or Incorrect Products
Please inspect your physical order when it arrives.
If your item is damaged, defective, faulty, incorrectly supplied or otherwise does not meet applicable consumer guarantees, contact us as soon as reasonably possible at hello@pantrymama.com.
We may request photographs or other information so we can assess the issue.
Depending on the nature of the problem, you may be entitled to a repair, replacement, refund or another remedy under applicable consumer law. Whether a customer can choose the remedy may depend on whether the problem is considered major or minor.
Please do not return a faulty or damaged item before contacting us.
Change of Mind
The Pantry Mama does not offer refunds, exchanges or returns for change of mind, including where:
- you decide you no longer want the product;
- you find a product cheaper elsewhere;
- you order the wrong clothing size or colour; or
- you simply do not like the item after receiving it.
This does not affect your rights where a product is faulty or otherwise fails to meet applicable consumer guarantees.
Sale and Clearance Items
Sale and clearance items are not eligible for change-of-mind returns or refunds. This does not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Exchanges
Because our clothing is printed on demand and our books are fulfilled from different locations, we do not generally offer direct exchanges. If there is a problem with your item, please contact hello@pantrymama.com and we will advise you of the appropriate solution.
Return Shipping
Please contact us before returning any item. Where a return is required because a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees, return shipping will be handled in accordance with applicable consumer law. For any return we have otherwise agreed to accept, we will provide instructions and the correct return address. We recommend using a tracked postage service and retaining proof of postage until your return has been resolved.
Refunds
If a refund is approved, we will notify you and issue the refund to your original payment method.
We aim to process approved refunds within 10 business days.
Please note that your bank, credit-card provider or payment platform may take additional time to process and display the refund.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact hello@pantrymama.com.
Incorrect Delivery Addresses and Unclaimed Parcels
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If your parcel is returned to us or to one of our fulfilment partners because:
- an incorrect or incomplete address was supplied;
- delivery could not be completed; or
- the parcel was not collected,
additional shipping charges may apply if you would like the order resent.
Please contact hello@pantrymama.com if this occurs and we will advise you of the available options.
European Union Customers
Consumers in the European Union generally have a 14-day right of withdrawal for eligible online purchases. Certain exceptions may apply, including goods made specifically to a customer’s individual specifications or clearly personalised products. Please note that the fact that an item is produced on demand does not necessarily remove statutory EU withdrawal rights.
Different rules also apply to digital products. Where permitted by law, the right of withdrawal for digital content may be lost once delivery begins if the customer has expressly consented to immediate delivery and acknowledged that they will lose their withdrawal right.
If you are located in the European Union and wish to exercise a statutory right of withdrawal, please contact hello@pantrymama.com and we will assess your request in accordance with applicable law. Nothing in this policy limits any rights you may have under applicable EU consumer laws.
Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. These guarantees include requirements relating to acceptable quality, fitness for purpose and correspondence with product descriptions.
Where those guarantees are not met, consumers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances. Conditions in this policy relating to change of mind, print-on-demand clothing, sale items, sizing or other voluntary return arrangements do not restrict your statutory rights where a product is faulty or otherwise fails to meet a consumer guarantee.
Contact Us
For all return, refund or order enquiries, please contact:
The Pantry Mama
hello@pantrymama.com
Please contact us before returning any physical item so we can provide the correct instructions and return address for your order.