Refund policy
AUSTRALIA & NEW ZEALAND
30 NIGHT SLEEP TRIAL
Not valid during sale period. Enjoy up to 30 nights on our bamboo sheets, love it or your money back. Offer includes any full priced Bamboo Sheet Set. Offer is valid for items purchased at full price only and does not include bundles, discount codes or other promotions. Unwanted items can be returned via the returns portal for a full refund of the item cost within 30 days of your order arrival date. Valid for Australia and New Zealand only.
CHANGE OF MIND
Please note, items purchased during a sale period will be eligible for a store credit only. Final Sale items & items purchased with a discount of 30% or more are not eligible for a return.
Returns are accepted within 30 days of your order arrival date. We only accept returns for change of mind on items that have not been opened, washed or used (excluding items eligible for 30 Night Sleep Trial). These items must be in their original packaging with tags still attached and in a re-sellable condition. Bedding must not have been removed from packaging - if it has been removed, your order will only be eligible for a store credit. You will need to return your items within 14 days of your return approval, after which time the return approval will be void.
SUBMIT A RETURN REQUEST - Click here to process your return.
You will be notified once your return has been approved, received and processed. Please allow two (2) weeks from the time you return your order for your return or exchange to be processed. You are responsible for the cost of returning any goods to us. The goods are your responsibility until they return to our address.
Mulberry Threads recommends returning parcels via registered post as we are not liable if your return is not received at our PO Box address. If your parcel goes missing you will need to provide Mulberry Threads with documentation showing proof of delivery at the correct PO Box address and a scanned image of the signature obtained upon delivery. If you are unable to provide both of these, Mulberry Threads will not be accountable for any losses. Mulberry Threads is not responsible for any goods that are returned to us in error. You need to submit your return via our returns portal prior to returning an item.
Refunds will be returned via the payment method that was used and there are strictly no exceptions. If you have changed or cancelled your credit card, it is your responsibility to have the funds redirected by your bank or financial institution. Alternatively, we can provide a store credit.
FINAL SALE ITEMS
There is strictly no refund or exchange on final sale items unless the product is damaged or faulty. Please note discounts cannot be applied retrospectively for refunds.
INVENTORY ERRORS
Whist we do our best to ensure inventory is correct, there are sometime inventory errors. During sale periods these items will be refunded and any remaining items will be sent.
FAULTY ITEMS
We like to ensure our products are of the highest quality, however in the rare event that you receive an incorrect item or an item that is in a faulty condition, please contact us immediately at hello@mulberrythreads.com Once we receive your items, we will inspect it and if it is genuinely faulty (not including the fault exclusions outlined below) you may elect to have the goods replaced or refunded using the same method that the original payment was made. Faults must be reported to Mulberry Threads within 14 days from the time you receive your order. Items that have been used longer than three months will not be reviewed, as we are unable to determine a fault vs wear and tear after this time. Please allow two (2) weeks from the time we receive your return for your request to be processed.
Click here to process your return
FAULT EXCLUSIONS
Our products are intended for regular home use and care instructions need to be followed carefully. The below occurrences are not considered faults and returns won’t be accepted or replacements offered for items that have experienced the following:
Pilling
As mentioned on our website and product packaging, 100% organic bamboo is susceptible to pilling through initial use. This is normal for organic and natural fibres that have not been treated with harmful chemicals and does not constitute a fault.
Colour Fading and discolouration
Due to the natural and organic nature of our fabric, colour fading can be expected over time, especially if the products are hung on the line in direct sunlight. This is normal and does not constitute a fault.
Discolouration can occur due to natural body oils, creams, sweat and other products. This is not a fault with the fabric.
Shrinkage
Our bamboo bedding has been created with extra fabric (approx. 5%) to account for shrinkage within the first few washes. If you follow our care instructions, you will maintain the fit of your bedding over time. Although our sleepwear has been pre-washed and pre-shrunk, shrinkage can sometimes occur after washing, particularly depending on how the items are washed and dried. Please keep this in mind when selecting your sizing. Please ensure all care instructions are followed to minimise the risk of shrinkage. We do not accept returns for shrinkage.
WELCOME VOUCHERS
Welcome vouchers are generated using a unique code, and once used, the voucher is void. If you have used a welcome voucher toward your purchase, it will not be credited for a second use if you choose to return your order for a refund.
GIFT BOXES
Promotional gift boxes are not eligible for a return, so please choose carefully. Mulberry Threads items included in gift boxes may be exchanged for a different size if unopened and unused.
HOW TO RETURN OR EXCHANGE
If you would like to return a product for any reason, please head to our Returns Centre. Note, Mulberry Threads is not responsible for the cost of shipping returns or replacement items. If you have not submitted your return via our returns centre prior to sending it back, your return can’t be processed.
REST OF WORLD
RETURNS
Returns are accepted within 30 days of your order arrival date for a store credit only. We only accept returns for change of mind on items that have not been opened, washed or used. These items must be in their original packaging with tags still attached and in a resellable condition. Bedding must not have been removed from packaging. You will need to return your items within 14 days of your return approval, after which time the return approval will be void. Please note, items purchased during a sale period are not eligible for a refund.
You will be notified once your return has been received and processed. Please allow two (2) weeks from the time you return your order for your return or exchange to be processed. You are responsible for the cost of returning any goods to us. The goods are your responsibility until they return to our address.
Mulberry Threads recommends returning parcels via registered post as we are not liable if your return is not received at our PO Box address. If your parcel goes missing you will need to provide Mulberry Threads with documentation showing proof of delivery at the correct PO Box address and a scanned image of the signature obtained upon delivery. If you are unable to provide both of these, Mulberry Threads will not be accountable for any losses. Mulberry Threads is not responsible for any goods that are returned to us in error. You need to submit your return via our returns portal prior to returning an item.
Click here to process your return.
FINAL SALE ITEMS
There is strictly no refund or exchange on final sale items unless the product is damaged or faulty. Please note discounts cannot be applied retrospectively for refunds.
INVENTORY ERRORS
Whist we do our best to ensure inventory is correct, there are sometime inventory errors. During sale periods these items will be refunded and any remaining items will be sent.
FAULTY ITEMS
We like to ensure our products are of the highest quality, however in the rare event that you receive an incorrect item or an item that is in a faulty condition, please contact us immediately at hello@mulberrythreads.com Once we receive your items, we will inspect it and if it is genuinely faulty (not including the fault exclusions outlined below) you may elect to have the goods replaced or refunded using the same method that the original payment was made. Faults must be reported to Mulberry Threads within 14 days from the time you receive your order. Items that have been used longer than three months will not be reviewed, as we are unable to determine a fault vs wear and tear after this time. Please allow two (2) weeks from the time we receive your return for your request to be processed.
FAULT EXCLUSIONS
Our products are intended for regular home use and care instructions need to be followed carefully. The below occurrences are not considered faults and returns won’t be accepted or replacements offered for items that have experienced the following:
Pilling
As mentioned on our website and product packaging, 100% organic bamboo is susceptible to pilling through initial use. This is normal for organic and natural fibres that have not been treated with harmful chemicals and does not constitute a fault.
Colour Fading and discolouration
Due to the natural and organic nature of our fabric, colour fading can be expected over time, especially if the products are hung on the line in direct sunlight. This is normal and does not constitute a fault.
Discolouration can occur due to natural body oils, creams, sweat and other products. This is not a fault with the fabric.
Shrinkage
Our bamboo bedding has been created with extra fabric (approx. 5%) to account for shrinkage within the first few washes. If you follow our care instructions, you will maintain the fit of your bedding over time. Although our sleepwear has been pre-washed and pre-shrunk, shrinkage can sometimes occur after washing, particularly depending on how the items are washed and dried. Please keep this in mind when selecting your sizing. Please ensure all care instructions are followed to minimise the risk of shrinkage. We do not accept returns for shrinkage.
WELCOME VOUCHERS
Welcome vouchers are generated using a unique code, and once used, the voucher is void. If you have used a welcome voucher toward your purchase, it will not be credited for a second use if you choose to return your order for a refund.
GIFT BOXES
Promotional gift boxes are not eligible for a return, so please choose carefully.
![Mulberry Threads Gift Card [Digital] - Mulberry Threads](http://mulberrythreads.com/cdn/shop/files/MTWINTER23V2_45_{width}x.jpg?v=1682922411)
