Refund and Returns Policy

This is Last updated: 25 April 2026

At Gatsby Australia (gatsby.com.au), operated by Montre Australia Pty Ltd, your satisfaction is important to us. Please read this policy carefully before making a purchase. This policy is in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).

Our Satisfaction Guarantee

We stand behind the quality of every Gatsby product we sell. If you are not completely satisfied with your purchase, we will gladly assess your request for an exchange or store credit, provided the conditions outlined in this policy are met.

Important Notice: Personal Care & Grooming Products

Gatsby products are hair-styling and grooming products (including waxes, pomades, clays, and sprays) applied directly to the body. For this reason, the following conditions apply:

  • We cannot accept returns of opened or used products for change-of-mind reasons. This is due to the personal care and hygiene nature of these products, which cannot be resold once opened or used.
  • This is consistent with Australian Consumer Law provisions for health and personal care items.
  • We strongly encourage customers to check product descriptions, hold strength, and finish details carefully before purchasing. Our product pages include detailed descriptions, ingredients, and how-to-use guides to help you choose the right product.

Change of Mind Returns

We do not normally give refunds simply because you have changed your mind or made a wrong selection. However, at our absolute discretion, we may offer an exchange or store credit (less any shipping costs) if:

  • ✅ The item is in “as new” condition — completely unopened and unused
  • ✅ The original packaging is intact and undamaged
  • ✅ The item is accompanied by a valid proof of purchase (order confirmation or invoice)
  • ✅ The return request is made within 7 days of our store receiving the item
  • ✅ You contact us before sending the item back

Please choose carefully. Once a Gatsby grooming product has been opened, it cannot be returned for a change-of-mind refund or exchange due to hygiene reasons.

Faulty, Damaged, or Incorrect Items

Your rights under the Australian Consumer Law are not affected by this policy. If your item is:

  • Faulty or defective (e.g. damaged seal, leaking container, defective spray mechanism)
  • Damaged in transit
  • Significantly different from the description on our website
  • Incorrect (wrong product sent)

You are entitled to a full refund, exchange, or store credit at your choice. In these cases:

  1. Contact us at helloATgatsbyDOTcomDOTau within 30 days of receiving your order
  2. Include your order number, a description of the issue, and photos of the fault or damage
  3. Do not return the item without contacting us first — we will provide you with return instructions

Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

  • ❌ Opened or used hair styling products (waxes, pomades, clays, sprays)
  • ❌ Products returned more than 30 days after delivery
  • ❌ Products not in their original condition, or missing original packaging
  • ❌ Products without proof of purchase
  • ❌ Gift cards or store credits
  • ❌ Items showing signs of misuse or damage caused by the customer

How to Request a Return or Refund

To initiate a return, please follow these steps:

  1. Contact us first — Email helloATgatsbyDOTcomDOTau with your order number, reason for return, and photos if applicable
  2. Wait for approval — Do not send items back without receiving written authorisation from us
  3. Pack securely — Ensure the product is securely packaged to prevent damage in transit
  4. Ship the item — Send to the address provided in your return authorisation email
  5. Include proof of purchase — A copy of your original order confirmation or invoice must be included

Items returned without prior authorisation will not be accepted and may be returned to sender at the customer’s expense.

Refunds

Once your returned item is received and inspected, we will notify you by email of the outcome within 5 business days. If approved:

  • A refund will be applied to your original payment method within 5–10 business days, depending on your bank or card provider
  • A store credit will be issued to your account immediately upon approval
  • Shipping costs are non-refundable, unless the return is due to our error or a faulty product

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account or card statement again
  2. Contact your credit card provider — processing times vary between institutions
  3. Contact your bank directly, as there is often additional processing time
  4. If you have completed all of the above and still have not received your refund, contact us at helloATgatsbyDOTcomDOTau

Sale Items

Only regular-priced items are eligible for refund or store credit. Sale items, discounted items, and promotional bundles cannot be refunded for change-of-mind reasons, unless the item is faulty or does not match its description under Australian Consumer Law.

Exchanges

We will replace items that are faulty, defective, or incorrectly sent. If you need to exchange a product for the same item, please:

  1. Email helloATgatsbyDOTcomDOTau with your order number and details
  2. We will confirm the exchange and provide return shipping instructions
  3. Replacement items will be dispatched once the original item is received and inspected

Gifts

  • If an item was marked as a gift at the time of purchase and shipped directly to you, you will receive a store credit for the value of the approved return
  • If the item was not marked as a gift, or the gift giver had the order shipped to themselves first, the refund will be issued to the original purchaser

Return Shipping

  • Customers are responsible for return shipping costs for change-of-mind returns
  • Shipping costs are non-refundable. If a refund is approved, the cost of return shipping will be deducted from your refund
  • For faulty or incorrectly sent items, Gatsby Australia will cover the cost of return shipping
  • We strongly recommend using a trackable shipping service for all returns. Gatsby Australia cannot be held responsible for items lost or damaged in transit on the way back to us
  • Please do not return products directly to the manufacturer

Warranty

All Gatsby products are covered by the guarantees provided under the Australian Consumer Law. Products showing signs of customer-caused damage, misuse, or tampering may not be eligible for warranty claims. Any item returned without a valid Gatsby Australia purchase invoice will not be accepted.

Prices on gatsby.com.au are subject to change without prior notice.

Australian Consumer Law

Our Refund and Returns Policy is in addition to your statutory rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict, or modify any rights you have under the ACL, including your right to a remedy for a major failure of a consumer guarantee.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC): 🌐 https://www.accc.gov.au

Need Help?

For all questions, return requests, or concerns related to refunds and returns, please contact us:

Montre Australia Pty Ltd — Gatsby Australia 📧 E helloATgatsbyDOTcomDOTau 🌐 Website: https://gatsby.com.au

We aim to respond to all enquiries within 2 business days.