Return and Refund Policy

Effective Date: November 11, 2026
Store Name: SoftTidyCo
Website: https://www.softtidyco.com
Business Name: MDW & FL JOLLY
Business Address: 57 Fullarton Rd, Drouin VIC 3818, Australia
Return Address: 57 Fullarton Rd, Drouin VIC 3818, Australia
Contact Person: Tom Skeggs
Customer Service Email: [email protected]

At SoftTidyCo, we believe that everyday dining can be made more enjoyable through thoughtful details. A cheerful cartoon plate can bring a little personality to the table, a matching rice bowl can make a favourite meal feel more inviting, and a pair of cute chopsticks can add a playful finishing touch to an ordinary lunch or dinner.

We want every order to arrive in good condition and meet the expectations created by its product description. If something is not right, this policy explains how to request a return, refund, replacement, or other appropriate resolution.

This policy distinguishes between voluntary change-of-mind returns and remedies available under Australian Consumer Law. Your statutory consumer rights are not limited by any voluntary return conditions described below.

1. Change-of-Mind Returns

As a voluntary store arrangement, we offer a 30-day change-of-mind return period, starting from the date your order is delivered.

To qualify for a change-of-mind return, the product should:

• Be unused and in its original, resalable condition.

• Be clean and free from food residue, stains, grease, odours, or other signs of use.

• Include its original packaging, labels, protective inserts, and supplied accessories, where applicable.

• Not have been chipped, cracked, scratched, modified, or damaged after delivery.

• Be accompanied by an order number, receipt, or other reasonable proof of purchase.

Because plates, bowls, and chopsticks are food-contact products, we ask customers to inspect their purchases before washing or using them. Once a product has been used for eating or food preparation, it may no longer qualify for a voluntary change-of-mind return.

These conditions apply only to our voluntary change-of-mind arrangement. They do not prevent you from seeking a remedy if an item is faulty, unsafe, misdescribed, or otherwise fails to meet a consumer guarantee.

2. Product-Specific Return Guidelines

Cartoon Plates

Our cartoon plates are selected for their decorative designs and everyday dining appeal. If you wish to return a plate because you have changed your mind, it should remain unused and in its original condition.

Please inspect the plate for its size, shape, colour, design, and material before use. A plate that has been used for serving food, washed, chipped, scratched through use, or returned with food residue may not qualify for a voluntary change-of-mind return.

If a plate arrives cracked, chipped, significantly scratched, or materially different from its product description, please contact us so that we can assess the issue.

Cartoon Rice Bowls

Rice bowls should be returned unused, clean, and with any original protective packaging or accessories supplied with the product.

Before purchasing, please review the bowl's dimensions, capacity, shape, material, and care instructions. Product photographs can help illustrate the design, but the written specifications should be used when checking size and suitability.

A bowl that has been used for food, placed through a washing cycle, or damaged after delivery may not qualify for a voluntary change-of-mind return. This does not affect your rights if the bowl arrives defective or does not meet applicable consumer guarantees.

Cute Chopsticks

Chopsticks should be returned unused and in their original condition, including any storage case, holder, sleeve, or other accessory supplied with the set.

Please check the product listing for material, length, quantity, finish, and care information before purchase. Once chopsticks have been used for eating or food preparation, they may not be eligible for a voluntary change-of-mind return for hygiene reasons.

If chopsticks arrive bent, broken, poorly finished, incomplete, or materially different from the listing, please contact us for assistance.

3. Items Not Eligible for Voluntary Change-of-Mind Returns

Unless required by law or otherwise approved by us, our voluntary change-of-mind arrangement may not cover:

• Products that have been used for eating, serving, or food preparation.

• Items that have been washed or placed in a dishwasher after delivery.

• Products returned with food residue, stains, grease, or strong odours.

• Plates or bowls with chips, cracks, or scratches caused after delivery.

• Chopsticks or accessories that have been used, altered, or damaged after delivery.

• Products returned with missing components or accessories.

• Items that cannot reasonably be identified as part of the original order.

These exclusions do not apply where a product is eligible for a remedy under Australian Consumer Law. Opening packaging or inspecting an item does not automatically remove statutory consumer rights.

4. Faulty, Damaged, Unsafe, or Incorrect Products

If an item arrives damaged, is defective, is missing advertised components, or does not match its description, please contact us.

Examples may include:

• A cartoon plate arriving cracked, chipped, or with a significant manufacturing defect.

• A rice bowl arriving with a damaged rim, unstable base, or other defect that affects ordinary use.

• Chopsticks arriving broken, incomplete, or with a material or finish that differs substantially from the product listing.

• A product being supplied in the wrong design, size, material, or quantity.

• A product not being reasonably safe or suitable for its ordinary intended use.

Please email us with your order number, a description of the problem, and clear photographs where practical. For damaged parcels, photographs of the external packaging may also help us understand what happened during delivery.

We will review the circumstances and provide the remedy required by applicable law. Depending on the nature and seriousness of the problem, this may include a repair, replacement, refund, or another legally available remedy.

5. How to Request a Return or Refund

Please follow these steps before sending a product back.

Step 1 – Contact Our Customer Service Team

Email [email protected] with the subject line:

“Return or Refund Request – Order [Your Order Number]”

Step 2 – Provide Your Order Details

Include your full name, order number, the email address used at checkout, and the product name.

Step 3 – Explain the Reason for Your Request

Please tell us whether the request relates to a change of mind, damage during delivery, a product defect, an incorrect item, or another concern.

Step 4 – Include Supporting Photographs Where Relevant

For broken plates, chipped bowls, damaged chopsticks, or incorrect products, photographs can help us assess the issue more efficiently.

Step 5 – Wait for Return Instructions

We will review your request and explain the next steps. Please do not send a parcel to our return address before receiving confirmation and any applicable return reference.

Step 6 – Prepare the Parcel Carefully

Where a return is approved, please package the item securely. Plates and bowls should be protected with suitable cushioning to reduce the risk of additional breakage during transport. Include the order number or return reference provided by our team.

6. Return Shipping Costs

For eligible change-of-mind returns, customers are generally responsible for the cost of returning the item to us.

If a product is confirmed to be faulty, damaged on arrival, incorrectly supplied, or otherwise eligible for a remedy under Australian Consumer Law, reasonable return arrangements and costs will be handled in accordance with applicable legal requirements.

Please contact us before arranging return shipping so that we can explain the appropriate process.

7. Refund Assessment and Processing

When a returned product arrives, we will review its condition and the reason for the return.

For approved voluntary change-of-mind returns, we aim to process the refund within 5–10 business days after receiving and inspecting the returned product. This is a proposed processing target and should be confirmed against our actual procedures.

Approved refunds will generally be issued to the original payment method unless another arrangement is agreed or required by law.

Your bank, card issuer, or payment provider may need additional time to display the refund in your account. That posting time is controlled by the relevant financial institution.

For change-of-mind returns, original shipping charges are not automatically refundable. Where a refund is required by law, the refund amount and any related costs will be handled in accordance with the applicable requirements.

8. Exchanges and Replacements

If you would prefer another design, colour, size, or product, please contact us before returning the original item.

Exchanges are subject to stock availability and the condition of the returned product. If an item is faulty, damaged, or incorrectly supplied, we will consider the replacement or other remedy required by Australian Consumer Law.

Please do not discard a damaged product or its packaging before contacting us, as photographs or inspection may be helpful in resolving the issue.

9. Order Cancellation

If you need to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to stop an order before it has entered fulfilment or been handed to a delivery provider. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return process may need to be followed after delivery.

If we cannot supply an order, or a shipment is delayed in circumstances where the law gives you a cancellation right, we will provide the appropriate options and refund any amount required.

10. Australian Consumer Law

Products sold by SoftTidyCo are subject to applicable consumer guarantees under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees may include that products are of acceptable quality, match their description, are fit for any disclosed purpose, and are safe and durable to the extent reasonably expected.

The appropriate remedy depends on the nature of the problem and whether it amounts to a major or minor failure.

Nothing in this policy excludes, restricts, or modifies a consumer guarantee or remedy that cannot legally be excluded.

11. Contact Us

For returns, refunds, replacements, or product concerns, please contact:

MDW & FL JOLLY – SoftTidyCo
Attention: Tom Skeggs
57 Fullarton Rd, Drouin VIC 3818, Australia
Email: [email protected]
Website: https://www.softtidyco.com

We appreciate your support and will make reasonable efforts to handle each customer concern with care, clarity, and fairness.