Refund policy

At MARK RYDEN Australia, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.

This policy applies to purchases made directly from the MARK RYDEN Australia website and delivered within Australia.

1. Change-of-Mind Returns

We offer a 14-day change-of-mind return period from the date your order is delivered.

To be eligible for a change-of-mind return:

Your return request must be submitted within 14 days of delivery.
The item must be unused, unworn and in its original condition.
All original tags, accessories and packaging should be included.
The item must not be customized or personalized.
The item must not be damaged, altered or excessively used.
The return must be approved by MARK RYDEN before the item is shipped back.

For change-of-mind returns:

Customers are responsible for return shipping costs.
A AUD $9.99 return processing fee will be deducted from the refund.
Original shipping charges are non-refundable.

This 14-day return policy is a voluntary change-of-mind policy and does not affect any rights you may have under Australian Consumer Law (ACL).

2. Promotional & Final Sale Items

Products purchased during special promotional campaigns may be classified as Final Sale and are not eligible for change-of-mind returns or exchanges.

This may include, but is not limited to:

Summer Sale
Back-to-School Sale
Halloween Sale
Thanksgiving Sale
Black Friday
Cyber Monday
Christmas Sale
Boxing Day Sale
New Year Sale
Other limited-time promotional campaigns

Promotional or Final Sale items remain eligible for remedies where required by applicable Australian consumer law.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective or different from what you ordered, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photos or videos of the product
Photos of the shipping packaging, where applicable

After reviewing the issue, we may offer an appropriate solution, including:

Repair
Replacement
Refund
Other appropriate remedy

For confirmed product issues covered by applicable consumer law, MARK RYDEN will cover reasonable return shipping costs where required.

The AUD $9.99 return processing fee does not apply to valid product defect or consumer guarantee claims.

4. Manufacturing Defects

Examples of potential manufacturing defects include:

Defective or broken zippers
Detached stitching or seams
Faulty buckles or hardware
Structural defects
Product defects present when delivered
Other manufacturing-related failures affecting normal product use

The following may not be considered manufacturing defects:

Normal wear and tear
Accidental damage
Damage caused by misuse or unreasonable use
Damage caused by overloading
Damage caused by sharp objects
Damage caused by improper cleaning or care
Damage caused by unauthorized repairs or modifications
Cosmetic changes that do not affect product functionality

Each case will be assessed based on the individual circumstances.

5. Water & Material Care

Some MARK RYDEN products use coated materials, PU surfaces and other water-resistant materials.

Water-resistant does not mean completely waterproof under all conditions.

Water marks or changes in appearance caused by moisture, chemicals, oils, improper cleaning or other external factors may not be considered a product defect where the product remains functional.

If you believe your product has a manufacturing or quality issue, please contact us for assessment.

6. Customized Products

Customized or personalized products are not eligible for our voluntary change-of-mind return policy.

If a customized product has a manufacturing defect or other issue covered by applicable consumer law, please contact us for assistance.

7. Exchanges

MARK RYDEN Australia does not currently offer direct product exchanges.

For eligible change-of-mind returns, you may return the original item for a refund and place a new order.

8. How to Start a Return

To request a return:

Visit the MARK RYDEN Australia Return Centre.
Submit your return request and order information.
Wait for return authorization from our customer support team.
Once approved, we will provide the appropriate return address and shipping instructions.
Send the item according to the instructions provided.

Please do not send a return without prior authorization.

9. Return Inspection

Change-of-mind returns will be inspected after they are received.

Returned items must meet the conditions outlined in this policy.

We may refuse a change-of-mind return or adjust the refund where an item has been used, damaged, altered, or handled beyond what is reasonably necessary to assess the product.

This does not affect any mandatory consumer rights under Australian law.

10. Refunds

Once an eligible return has been approved, the refund will be issued to the original payment method.

For change-of-mind returns:

AUD $9.99 return processing fee will be deducted.
Original shipping charges are non-refundable.
Return shipping costs are the customer's responsibility.

Once the refund has been processed, your payment provider may require additional time for the funds to appear in your account.

11. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

We will do our best to cancel the order before it is shipped.

Once an order has been shipped, cancellation may no longer be possible. You may request a return after delivery if the order qualifies under our return policy.

12. Missing Items

If an item is missing from your order, please contact us as soon as possible.

Please provide your order number and details of the missing item. We will investigate the issue and arrange an appropriate solution.

13. Warranty

Any MARK RYDEN manufacturer's warranty is provided in addition to your rights under Australian consumer law.

For more information, please refer to our Warranty Policy.

14. Purchases From Other Retailers

If you purchased a MARK RYDEN product from another retailer, marketplace or website, please contact the original seller regarding your return.

Their return policy may apply to your purchase.

Frequently Asked Questions

Can I return an item if I simply changed my mind?

Yes. Eligible items may be returned within 14 days of delivery, subject to our change-of-mind return conditions.

Can I return a sale item?

Items marked as Final Sale during promotional campaigns are not eligible for change-of-mind returns or exchanges.

If the product has a qualifying defect or other issue covered by Australian consumer law, please contact us.

Do I have to pay for return shipping?

For change-of-mind returns, yes. Customers are responsible for return shipping costs.

For confirmed product defects or other applicable consumer guarantee claims, MARK RYDEN will cover reasonable return costs where required.

Do you provide a return label?

We currently do not provide prepaid return labels for change-of-mind returns.

Can I exchange my item?

We do not currently offer direct exchanges. You may return an eligible item for a refund and place a new order.

What if my order arrives damaged?

Please contact us as soon as possible and provide photos or videos of the product and packaging. We will assess the issue and provide an appropriate solution.

Australian Consumer Law

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.

These consumer guarantees apply in addition to any voluntary warranty or return policy offered by MARK RYDEN.

Nothing in this policy is intended to exclude, restrict or modify any rights that cannot legally be excluded under Australian law.