Returns & Refunds
Returns & Refunds
1. 30-Day Returns
We offer a 30-day return period for change-of-mind returns. You have 30 days from the date you receive your item to request a return.
To be eligible, the item must be in the same condition as when you received it: unworn, unused, undamaged and in its original packaging.
For change-of-mind returns, customers are responsible for the cost of return shipping to our central returns warehouse, as well as any applicable customs, duties or import charges.
2. Order Cancellations and Changes
Please note that once an order has been confirmed, it can no longer be cancelled or changed, as it is immediately forwarded to our logistics centre for processing to ensure the fastest possible delivery.
If you no longer wish to keep the item, please wait until you have received your parcel and then follow our normal return procedure. This does not affect your rights under the Australian Consumer Law.
3. Return Shipping Costs
Return shipping costs are handled as follows:
- For change-of-mind returns, you are responsible for the return shipping cost. The amount will depend on the carrier you choose.
- If an item is faulty, damaged or incorrect, we will cover reasonable return costs once the issue has been confirmed.
To start a return, contact us at mallee.support@gmail.com. If your return is approved, we will send instructions on how and where to send your parcel. Change-of-mind items returned without first requesting a return may not be accepted.
4. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if your item is damaged, faulty or incorrect. We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a repair, replacement or refund.
5. Non-Returnable Items
For hygiene reasons, we do not accept change-of-mind returns for intimate products or items with a broken hygiene seal, whether they have been tried on or used.
This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees under the Australian Consumer Law.
6. Exchanges
The quickest way to receive a different item is to return your original item and place a separate order for the new item once your return has been approved.
7. Refunds
We will notify you once we have received and inspected your return, and let you know whether your refund has been approved. If approved, the refund will be issued to your original payment method.
Please allow time for your bank, card issuer or payment provider to process and display the refund.
8. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
9. Contact and Disputes
If you have any questions or concerns about a return, refund, product or order, please contact us first at mallee.support@gmail.com so we can work with you to find a solution.
All approved change-of-mind returns must be sent to our central returns warehouse at the customer’s expense.