Return Policy

At Madame&Compagnie, we are committed to providing our customers with high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we are committed to respecting your rights under the Australian Consumer Law.

First and foremost, we would like to clarify that at Madame&Co, each piece of jewelry and accessory is handmade with care, using stabilized natural flowers. Due to the artisanal nature of our products and the use of natural materials, there may be variations in the color, shape, and size of the flowers, as well as small natural imperfections in the petals.

These variations are normal and are part of the unique charm of each piece. They are not considered defects, but rather a reflection of the beauty and authenticity of the natural materials used. For example, flowers may have slightly different shades than those shown in photos, or the petals may have slight variations in shape.

We would like to emphasize that these characteristics contribute to the originality of each piece of jewelry. If you have concerns about a specific item, please feel free to contact us before making a purchase for more information on the particularities of the materials used.

1. Your Rights Under Australian Consumer Law (ACL)

As a consumer in Australia, you have rights under the Australian Consumer Law (ACL) that guarantee you the right to request a refund, exchange, or repair in the following situations:

• The product is defective or does not match its description.
• The product is not as promised (for example, misleading advertising or a product that doesn't work as advertised).
• The product does not meet the reasonable quality expectations (e.g., jewelry that breaks quickly or poor-quality materials).

If the product you purchased has any of these defects or issues, we offer you a refund, exchange, or repair in accordance with your rights under the ACL.

2. Returning Products

If you wish to return a product, we accept returns within 30 days of receiving your order, subject to the following conditions:

• Condition of the Product: The product must be returned in its original condition, unworn, unused, and with all original tags intact.
• Packaging: We ask that you return the product in its original packaging to ensure maximum protection during transit.

3. Defective or Non-Compliant Products

If you have received a defective or damaged product or if the product does not match its description, you have the right to request a full refund, exchange, or repair, according to your preference.

• If the item is damaged upon delivery, please contact us within 7 days of receiving the product to arrange a return. We will cover the return shipping costs in such cases.
• If the item is defective, we will assist you in arranging a free return and provide either a refund or an exchange based on your request.

4. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email us at hello@madameandcompagnie.com within 30 days of receiving your order.
2. Provide Necessary Details: We will ask you to provide details such as your order number, photos of the product (if defective or damaged), and a brief description of the reason for the return.
3. Obtain a Return Authorization Number (RMA): Once your request is approved, we will provide you with a Return Authorization Number (RMA). You must include this number with the returned product.
4. Return the Product: Carefully package the product and send it to our return address:

Madame & Compagnie
BOURGUIGNON Gaelle
6 Bentley Way
3082 Mill Park

Return shipping costs will be borne by the buyer unless the product is defective or damaged. We ask that you use a tracked shipping service to ensure safe delivery.

5. Refunds

Once we receive and inspect the returned item, we will process a refund to the original payment method. Refunds will be issued within 7-10 business days after the return is approved, provided the item is in perfect condition as per our return policy.

6. Exchanges

We do not offer exchanges or refunds if you change your mind, so please take time to carefully choose your accessory.

7. Non-Refundable Products

Certain categories of products are not eligible for return, in accordance with the law. These include:

• Customized Products: These items are made to order and cannot be returned unless they are defective.
• Final Sale or Promotional Items: Sale or promotional items may not be refunded unless they are defective.
• Gift Cards: Gift cards are not refundable unless defective.

9. Defective or Damaged Products

If you receive a defective or damaged product upon delivery, please inform us within 7 days of receipt. We will arrange for a free return and offer either an exchange or a refund, based on your preference. We will ask you to provide photos of the damaged product to expedite the process.

10. Order Cancellation

At Madame & Compagnie, we understand that you may wish to cancel an order. Here are our conditions for cancellation:

• Cancellation Before Shipment:
  If you wish to cancel an order before it has been shipped, we will be happy to process your request. Cancellations must be made within 24 hours of the order. If the order has not yet been shipped, we will issue a full refund of the amount paid.
• Cancellation After Shipment:
  Once your order has been shipped, it is unfortunately no longer possible to cancel it.