Refund policy
RETURN, REFUND AND CANCELLATION POLICY
Last updated: 2 September 2026
This policy applies to personalised digital readings and all physical products purchased from Mati Intuitive.
PERSONALISED DIGITAL READINGS
Every reading is individually prepared using the information provided with your order.
If you wish to cancel or change your reading, please contact hello@matiintuitive.com.au as soon as possible.
A change-of-mind cancellation may be accepted if preparation has not begun. Once preparation has commenced or the completed reading has been delivered, a change-of-mind refund will not ordinarily be available because the personalised service has already been undertaken.
By ordering a reading for delivery within 24–48 hours, you request that preparation begin promptly. Where required by applicable law, any refund after work has commenced may be reduced to reflect the portion of the personalised service already completed.
Intuitive readings are personal and interpretive. They are offered for spiritual guidance, reflection and personal insight. Specific predictions, outcomes or future events cannot be guaranteed. Disagreement with an interpretation or an anticipated outcome not occurring is not, by itself, grounds for a change-of-mind refund.
If your reading is not delivered, the file cannot be opened, or an incorrect file is provided, contact us so the issue can be investigated and corrected.
CHANGE-OF-MIND RETURNS FOR PHYSICAL PRODUCTS
You may request a change-of-mind return for an eligible physical product within 14 calendar days of receiving your order.
To qualify, the product must be:
• Unused, unworn and unaltered
• In its original condition and packaging
• Complete with any included accessories, labels or inserts
• Accompanied by proof of purchase
Please contact us before returning anything. If the return is accepted, instructions and the return address will be provided privately.
Items returned without prior contact may experience delays and cannot always be accepted.
RETURN SHIPPING
For an approved change-of-mind return, the customer is generally responsible for the cost and safe return of the product.
Original delivery charges and international customs fees are not ordinarily refundable, except where required by applicable law.
If a product is faulty, damaged, incorrect or otherwise fails to meet a mandatory consumer guarantee, Mati Intuitive will cover reasonable return costs where required by law.
ITEMS NOT ELIGIBLE FOR ORDINARY CHANGE-OF-MIND RETURNS
Unless applicable law requires otherwise, ordinary change-of-mind returns are not available for:
• Personalised, customised or made-to-order products
• Completed or commenced personalised readings
• Gift cards
• Products that have been used, worn, altered or damaged after delivery
• Sealed personal-care, hygiene-sensitive or wellness products after the seal has been opened
• Products that cannot safely be resold for health or hygiene reasons
These exclusions do not remove any rights relating to faulty, damaged, unsafe or incorrectly described products.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please inspect your order when it arrives.
If an item is faulty, damaged in transit, incorrectly supplied or materially different from its description, contact hello@matiintuitive.com.au promptly with:
• Your name
• Your order number
• A description of the issue
• Clear photographs of the product, packaging and parcel where possible
Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair, resupply, store credit or refund.
NATURAL AND HANDMADE PRODUCTS
Crystals, minerals and other natural or handmade products may vary in colour, size, shape, pattern, texture and finish.
These natural characteristics make each piece unique and are not considered faults when the product is otherwise consistent with its photographs and description.
EXCHANGES
Exchanges are subject to product availability. Please contact us before returning an item.
Where a direct exchange is unavailable, you may be asked to return the eligible item and place a new order.
REFUNDS
Once an approved return is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method, generally within 5–10 business days. Your bank or payment provider may require additional time to display the funds.
INTERNATIONAL CONSUMER RIGHTS
Customers may have additional mandatory rights under the laws applying in their location.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law.
CONTACT
For cancellations, returns, delivery problems or refund enquiries, contact:
Mati Intuitive
hello@matiintuitive.com.au
matiintuitive.com.au