Refund policy
At Morgan & Reid we want you to feel confident shopping with us. This policy is in addition to your rights under the Australian Consumer Law.
All returns and exchanges must be submitted through our Customer Returns Portal.
To start a return or exchange, please submit a request through the portal linked on your order confirmation.
Change of Mind Returns
We accept eligible change of mind returns within 30 days of purchase.
Items must be:
- Unused and unwashed
- In original condition, free from damage, stains, odours or pet hair
- In original packaging with all labels attached
- In packaging that has not been ripped, opened or damaged (see below if your packaging has been opened)
Return Options
- Store Credit: Store credit for the full product value paid (excluding shipping). Store credit is valid for 12 months.
- Refund: Change of mind refunds are less a $12 restocking fee. The restocking fee does not apply to faulty items. Original shipping charges are not refundable for change of mind returns.
Items Not Returned in Original Condition
If an item is returned for change of mind and the packaging has been opened or damaged, but the product itself is still clean and unused, we may:
- Return the item to you at your cost; or
- Deduct up to 30% of the product value and issue a partial refund or store credit.
Hygiene Items
For hygiene reasons, once opened or removed from their packaging, the following items cannot be returned or exchanged for change of mind:
- Pillows
- Quilts
- Comforters (once removed from their vacuum packaging)
- Mattress protectors
- Mattress toppers
- Electric blankets
- Under blankets
- Blankets
This applies to change of mind returns and exchanges only. It does not affect your rights if an item is faulty.
Archive and Sale Items
Archive and Sale items are final sale and cannot be returned or exchanged for change of mind.
This includes incorrect colour, size or product selections.
This does not affect your rights if an Archive or Sale item is faulty.
Exchanges
We accept exchanges on eligible items within 30 days of purchase, subject to stock availability. If the replacement item has a price difference, you will either be charged the difference or issued store credit.
To request an exchange, please submit your request through our Customer Returns Portal.
Return Processing Time
Once your return arrives at our warehouse, please allow 7 to 10 business days for inspection and processing.
Return to Sender
If your parcel is returned to us due to an incorrect address or because it was not collected from the carrier, a $20 reshipping fee will apply.
If you choose a refund instead, it is treated as a change of mind refund: the $12 restocking fee plus any carrier return charges will be deducted from your refund.
Faulty Products
Our goods come with guarantees that cannot be excluded under the 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.
If your item has a major failure, you can choose a refund or a replacement. If the failure is not a major failure, we may choose to repair, replace or refund the item.
If you believe your item is faulty, please contact us as soon as possible at hello@morganandreid.com.au with your order number. We'll assess the issue and let you know the outcome.
For faulty items, we refund the cost of return shipping and your original shipping charges. The restocking fee does not apply to faulty items. Faulty items are covered whether or not you added Checkout+, including Archive and Sale items and the hygiene items listed above.
Order Changes and Cancellations
You can change or cancel your order yourself for 1 hour after placing it, using View your order in your order confirmation email.
After that, email hello@morganandreid.com.au with your order number as soon as possible. Orders are dispatched the next business day, so once your order has been processed by our warehouse we can't guarantee we can change or cancel it.
If your order has already been dispatched and you no longer want it, you can return it under our Returns Policy.
Checkout+ Returns Protection
Checkout+ is optional cover from Redo that you can add in your cart. The price is shown in the cart, and you can check out without it.
If you add Checkout+, your order includes:
- A prepaid return shipping label for eligible items
- Free returns and exchanges on eligible items through the Returns Portal
- Package protection if your parcel is lost, stolen or damaged in transit
If you check out without Checkout+, you can still process a return through the Returns Portal, however return shipping costs for change of mind returns will be your responsibility. For faulty items, we refund return shipping whether or not you added Checkout+.
Please note: Archive and Sale items, and the hygiene items listed above once opened or removed from their packaging, cannot be returned or exchanged for change of mind. This does not affect faulty items.
Gifts
Received a gift you'd like to return? Contact our support team and we'll be happy to assist.
Need Help?
If you have any questions regarding returns or exchanges, please contact our support team at:
hello@morganandreid.com.au
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.