Care
Returns & refunds.
Last updated — 6 July 2026
The short version
Damaged, faulty or wrong item — we replace or refund it, including postage. Changed your mind — unopened items can come back within 30 days. Your rights under Australian Consumer Law always apply, whatever this page says.
01Your rights come first
Nothing on this page limits your rights as an Australian consumer.
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.
02Damaged, faulty or wrong item
If your order arrives damaged, faulty, or simply not what you ordered, write to hello@maisonjersey.com.au within 7 days of delivery with your order number and a photo or two. We will replace it or refund it in full, return postage included — whichever you prefer. You will not be asked to argue about it.
03Changed your mind
We understand. Unopened items in their original packaging can be returned within 30 days of delivery for a refund of the product price. Because soap, body butter and lip balm are personal-care products, we cannot take back anything that has been opened or used — a hygiene rule, not a hard heart.
For change-of-mind returns, you arrange and pay the return postage, and the original shipping cost is not refunded. We recommend a tracked service — the parcel is your responsibility until it reaches us.
04If your skin disagrees
Every ingredient is disclosed on the wrapper and on each product page, and we suggest a patch test with any new product. If your skin reacts, stop using the product and get in touch — tell us what happened and we will sort out a fair outcome together. If you are at all concerned, speak to a health professional.
05Gift sets and numbered editions
Gift sets are returned as complete, unopened sets. First Batch editions are numbered; if one is refunded rather than replaced, its number returns to the run and may be reallocated.
06How to start a return
Email hello@maisonjersey.com.au with your order number and a line about what went wrong or what changed. We reply with the return address and next steps — please do not post anything back before hearing from us.
07Refunds — how and when
Refunds go back to your original payment method. We process them within a few days of the parcel reaching us (or straight away for damaged and faulty claims); your bank may take a few more days to show it.