Customer Service

DELIVERY

Products can be collected free of charge within Toowoomba, Queensland, Australia 4350 boundaries.

All other orders will be sent through Australia Post or Sendle

Sendle are Australia’s first carbon neutral delivery service and we use their compostable satchels. They look like plastic and feel a bit like plastic, but they’re made from 100% biodegradable and compostable materials. Goodbye plastic. Hello compostable satchels. Friendly for business, friendly for the environment!

Once your you have finished with your satchel simply take off the label and pop the satchel in with food scraps and green waste to start breaking down. The satchel will biodegrade within 90 days in a regular home composting process.

These clever satchels have passed Australia’s stringent AS5810 certified home compostable requirements, which includes a worm toxicity test, so they’re even worm farm friendly.

RETURNS POLICY

Modern Mud all natural, organic and mineral ingredients are extremely unlikely to cause an adverse reaction. Without any known irritants, Modern Mud’s products have virtually no risk. If you do experience an allergic reaction cease use. Modern Mud is not responsible for any individual reaction to any particular ingredient; please read the ingredient list on each product before purchase or use.

Due to hygiene reasons we cannot accept exchange or returns on non-faulty items so please choose carefully! Return for refund policy is not applicable for wrong colour or product choice for purchases made in-store or online. Nor do we refund for a change of mind. Items cannot be returned that have been purchased from other retailers or wholesalers selling Modern Mud. Please deal with whom you purchased your product with directly. A refund is not available if the customer bought them for someone else who doesn’t want them.

RETURNS

Our policy lasts 7 (seven) days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

For any product return to be considered for exchange, repair, credit or refund, the customer must first phone Modern Mud 0419 865 389 or email kylie@modernmud.com.au to clarify eligibility and process, receive instructions on how the items are to be returned and be given a reference code. This also permits clear communication. Do not send products back without phoning or emailing Modern Mud first; return in itself does not guarantee entitlement, and we do not accept responsibility should the items become lost or damaged in transit. It is the customers responsibility for the product up until Modern Mud receives shipment. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Sometimes subtle and unavoidable variations in colour, texture or scent may occur between the batches with natural products, this is not a refundable option. Nor do we refund / exchange because a customer may not care for a product’s colour, texture or perceived performance on the individual. These are not faults of the actual product.

SALE ITEMS (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item because it defective, send us an email with proof of fault to kylie@modernmud.com.au

SHIPPING A RETURN

To return your product, please make sure you contact us first to authorise your return. Once authorised you can mail your product to: Modern Mud, 5 Sonnenberg Street, East Toowoomba QLD 4350

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

PRIVACY POLICY

Modern Mud Australia

Kylie Levande

kylie@modernmud.com.au

0419 865 389

modernmud.com.au

WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. Email marketing (if applicable): We may send you emails about our business, new products and other updates, you can unsubscribe at any time.

If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed. We’ll also use cookies to keep track of cart contents while you’re browsing our site.

When shopping, we keep a record of your email and the cart contents for up to 30 days on our server. This record is kept to repopulate the contents of your cart if you switch devices or needed to come back another day.

CONSENT

How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

For users that register on our website, we store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information but strict security policy ensures no sharing of this information.

DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

THIRD-PARTY SERVICES

In general, the third-party providers used by us such as payment gateways, will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us and they also have their own privacy policies.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this privacy policy or our website’s Terms of Service.

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and recommend you read their privacy statements.

We accept payments through PayPal. When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information. Please see the PayPal Privacy Policy for more details.

SECURITY

To protect your personal information, we take precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us at kylie@modernmud.com.au

ASK US A QUESTION

CUSTOMER SERVICE

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