If you would like to cancel your order prior to it being dispatched, please contact us ASAP on info@mazeproducts.com.au. We cannot promise that we will be able to stop the order from being despatched before we can cancel it but we will do everything

If you would like to cancel your order prior to it being dispatched, please contact us ASAP on <a href="mailto:info@mazeproducts.com.au">info@mazeproducts.com.au</a>We cannot promise that we will be able to stop the order from being despatched before we can cancel it but we will do everything we can to do so.If we can cancel it before it is&#xA0;dispatched, we will offer to refund the purchase price minus any merchant &amp; admin fees associated with the purchase &#x2013; normally in the vicinity of 6% for Afterpay &amp; Zippay and 1.5% for Paypal &amp; Credit Card. Alternatively we will offer a store credit for the full purchase price which is valid for 24 months and can be used towards any purchase in the Maze Products store during that time frame.If we have already despatched the order, please refer to our Change of Mind return policy for the process to follow.

How do I cancel my order?

If you would like to return your item for an exchange under our Change of Mind policy, please contact us at enquiries@mazeproducts.com.au. If your item is approved for an exchange, we will send the exchange item once the original item is returned.  I

<h2 id="isPasted">Exchanges</h2>If you would like to return your item for an exchange under our Change of Mind policy, please contact us at <a href="mailto:enquiries@mazeproducts.com.au" style=" text-decoration: underline;">enquiries@mazeproducts.com.au</a>If your item is approved for an exchange, we will send the exchange item once the original item is returned. &#xA0;If there is a difference in cost, we will either invoice you for any price difference including $7.95 postage or offer a store credit for the remaining balance. <h2 id="isPasted">Change of Mind Returns</h2>A Change of Mind Return is one where the item is not faulty and there is nothing wrong with it. &#xA0;Under the Australian Consumer Law, the customer is only entitled to a refund or replacement if there is a major problem with a product covered under the Australian Consumer Guarantee.At Maze Products we are happy to accept a Change of Mind return if the item is as below:<ul><li style="font-size: 16px;">Unused</li><li style="font-size: 16px;">In original condition</li><li style="font-size: 16px;">Has all original tags, labels, packaging and protective covers</li></ul>For Change of Mind returns you are required to pay for the return postage. &#xA0;The item must be packaged in such a way that it will not be damaged in transit and will arrive to us in the same condition in which it was originally delivered.We regret we do not refund or credit the initial postage charge for Change of Mind returns.A Store Credit (minus any original postage charge) will be offered for Change of Mind returns. &#xA0;The Store Credit can be used for up to 24 months from the date of issue on any item in our store.

Do you offer exchanges or change of mind returns?

If your item has a manufacturers fault that is noted within the warranty period, please contact us at enquiries@mazeproducts.com.au.com.au with the following info:. In some instances, we will need the item returned to the manufacturer, Australian dis

<h2 id="isPasted">Faulty Items</h2>If your item has a manufacturers fault that is noted within the warranty period, please contact us at&#xA0;<a href="mailto:enquiries@mazeproducts.com.au" style=" text-decoration: underline;">enquiries@mazeproducts.com.au.com.au</a> with the following info:<ul><li style="font-size: 16px;">Order details (name, address and order number)</li><li style="font-size: 16px;">Description of the fault</li><li style="font-size: 16px;">Proof of the fault eg clear pics or a short video</li><li style="font-size: 16px;">The serial number of the item</li></ul>In some instances, we will need the item returned to the manufacturer, Australian distributor or to Maze Products to assess.If it is deemed that your item has a manufacturer fault, we will either arrange the repair or replacement of this item.If your item has a missing or faulty part, we will first attempt to replace or repair the part. &#xA0;If we are unable to source a replacement part or repair the fault we will arrange for a return and replacement of your item.In accordance with the ACCC we maintain the decision to offer a replacement, a repair, or a refund.You will not be required to pay for the return of an item once we have deemed it to be faulty under the manufacturer guidelines.If the outcome of your return is a refund this will be applied to the original payment facility through which the item was initially purchased eg credit card, Afterpay, Paypal or Zippay. We are unable to offer cash refunds.

I have received a faulty item

If your item has a missing or faulty part, we will first attempt to replace or repair the part. Please visit our Spare Parts request page. https://spareparts.mazedistribution.com.au/. 1. Choose the Category of the Item. 2. Select the product/specific

<h3 id="i-am-missing-an-itempart-from-my-order">I am missing an item/part from my order</h3>If your item has a missing or faulty part, we will first attempt to replace or repair the part.&#xA0;Please visit our Spare Parts request page<a href="https://spareparts.mazedistribution.com.au/" id="isPasted">https://spareparts.mazedistribution.com.au/</a>1. Choose the Category of the Item2. Select the product/specific model3. Add the part number and qty + Reason for Request in the drop down(If you are unsure of the part number, refer to your included instructional manual. Or visit the product page, and an online version of the instructions can be located in the &apos;instructions&apos; tab.&#xA0;4. Continue to fill in your details.5. Submit details. Our team will receive your request, and make an assessment. You will be notified onece a part is dispatched.If payment is required for non warranty replacement parts, our team will reach out with further detailsPlease allow 3-5 business days for your request to be received and processed.If we are unable to source a replacement part or repair the fault we will arrange for a return and replacement of your item.If you are still unsure,&#xA0;please contact us at&#xA0;<a href="mailto:enquiries@mazeproducts.com.au" id="isPasted" style=" text-decoration: underline;">enquiries@mazeproducts.com.au</a>

My Item arrived and is missing a part

Once your order has been completed, you will receive a confirmation. This email will include a tracking number and a link to track your parcel. Tracking information may not be immediately available, It can take up to 24Hr for the details to become ac

Once your order has been completed, you will receive a confirmation. This email will include a tracking number and a link to track your parcel.Tracking information may not be immediately available, It can take up to 24Hr for the details to become active in our couriers / Australia Post system.If you don&apos;t see any updates right away, please be patient and check back later.

How do I track my order?

At Maze we strive to ensure every order reaches you in perfect condition. If you have still not received your order, or noticed any shipping update within the last 7 business days, please reach out to our customer support team with your order number

<h3 id="lost-packages">Lost packages</h3>At Maze we strive to ensure every order reaches you in perfect condition. If you have still not received your order, or noticed any shipping update within the last 7 business days, please reach out to our customer support team with your order number and tacking number. <h3 id="damaged-packages">Damaged packages</h3>We understand the disappointment of receiving a damaged package. In such instances where a box has been damaged and items missing, please contact our customer support team and/or refer to our missing/spare parts page <a href="https://spareparts.mazedistribution.com.au/" id="isPasted">https://spareparts.mazedistribution.com.au/</a>We will review the provided documentation and, if necessary, arrange for a replacement.

What if my package gets lost or arrives damaged?

Our aim is to get your order packed and shipped to you within one business day. During busier times such as after weekends, public holidays or events such as Christmas time this may increase to 2 – 3 business days. But that hardly ever happens so don

Our aim is to get your order packed and shipped to you within one business day. During busier times such as after weekends, public holidays or events such as Christmas time this may increase to 2 &#x2013; 3 business days. But that hardly ever happens so don&#x2019;t worry.<h3 id> </h3><h3 id="isPasted">Our Postal Service</h3>We ship from our warehouse in Melbourne via Australia Post. We choose to ship with Australia Post as we think they are the fastest and the best in the country. If you are in Melbourne your order may only take a day or so to get to you. For rural or remote areas it can take a few extra days. If you are in the western states it may take around a week to get to you.<h3 id="-1"> </h3><h3 id="isPasted">Shipping to Remote Areas</h3>Please note that shipping to some postcodes may attract additional freight charge. In instances where shipping cost exceeds standard rates, we will be in touch to inform of additional freight cost before shipping.<h3 id="-2"> </h3><h3 id="isPasted">Delivery Time Frames</h3>All regular post delivery time frames are estimates only. To calculate your delivery time frame with Australia Post, use the delivery calculator below<a href="https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/?fm=search-organic:postage%20calculator:1#/" id="isPasted">https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/?fm=search-organic:postage%20calculator:1#/</a> NOTE: your from postcode is 3189 For further information on our shipping policy, please visit&#xA0;<a href="https://mazeproducts.com.au/shipping/" id="isPasted">https://mazeproducts.com.au/shipping/</a>

What is your shipping policy?

Item Returned. Once your return has been received and processed, you will be notified via email when the refund has been issued. it will be processed within 1 to 3 business days. Your bank may take a further 3 to 5 days to clear the funds back into y

Item ReturnedOnce your return has been received and processed, you will be notified via email when the refund has been issued.it will be processed within 1 to 3 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.Canceled before order completedIf you canceled your order before the item was shipped, this can take 1 to 3 business days to process, and your bank taking a further 3 to 5 days to clear the funds back into your account.

When will I get my refund?

We are sorry to hear you received the wrong item in your order!. Please double-check your order confirmation to ensure you have ordered the correct item, we understand mistakes can happen of both sides. Please report your order issue to our team via

We are sorry to hear you received the wrong item in your order!&#xA0;Please double-check your order confirmation to ensure you have ordered the correct item, we understand mistakes can happen of both sides.Please report your order issue to our team via email for further assistance. <a href="mailto:enquiries@mazeproducts.com.au" id="isPasted" style=" text-decoration: underline dotted;">enquiries@mazeproducts.com.au</a>Include a photo of the item received and the name of the missing item(s). We wil resolve the situation as best and fast as we can!

What do I do if I receive the wrong item in my order?

We are terribly sorry to hear this. On the odd occasion, Australia Post or Couriers may action a split delivery - especially during the peak season. Please refer to your email with the tracking details. All items in transit are tracked and you can fi

We are terribly sorry to hear this.On the odd occasion, Australia Post or Couriers may action a split delivery - especially during the peak season.Please refer to your email with the tracking details. All items in transit are tracked and you can find the most recent update from the courier by checking their tracking system first.Delivery times vary depending on the destination state/territory.If you have not received your item after 7 business days, please get in touch with us&#xA0;<a href="mailto:enquiries@mazeproducts.com.au" id="isPasted" style=" text-decoration: underline;">enquiries@mazeproducts.com.au</a>

I only received one item, where's the rest?

If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you. Also, please double-check the ship

If no one was home at the time of delivery, the carrier will leave the package in a safe location.Be sure to check around your home and with neighbors/building management who may have collected the package for you.Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it&#x2019;s correct.On some occasions, packages may be marked as delivered but take additional time to arrive.If you still are unable to locate the package, please reach out to the carrier through their contact page.If you need additional assistance, please reach out to our team.

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