Refund and Return Policy

This Refund and Return Policy explains how returns, refunds, and exchanges are handled for purchases made from Merri & Banksia. Please read it together with our Terms of Service and Terms of Sale.

1. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Voluntary Change-of-Mind Returns

In addition to your rights under Australian Consumer Law, we offer voluntary change-of-mind returns within 30 days of delivery, provided the eligibility requirements below are met.

3. Eligibility Requirements

To be eligible for a voluntary change-of-mind return, items must be unused, unworn, unwashed, and in their original condition with all tags and packaging intact. Proof of purchase is required.

4. Items Excluded from Voluntary Returns

For hygiene and safety reasons, certain items may be excluded from voluntary change-of-mind returns, including underwear, swimwear where hygiene seals are removed, pierced jewellery, and items marked as final sale. This exclusion does not affect your rights under Australian Consumer Law.

5. Sale and Promotional Products

Products purchased on sale or through promotions remain covered by Australian Consumer Law guarantees. Voluntary change-of-mind returns on discounted items may be limited to store credit at our discretion.

6. Damaged, Defective, Incorrect or Misdescribed Products

If you receive an item that is damaged, defective, incorrect, or not as described, please contact us within a reasonable period of delivery. Where a remedy applies under Australian Consumer Law, we will provide a repair, replacement, or refund as appropriate.

7. How to Request a Return

To request a return, email returns@merriandbanksia.com.au with your order number, the item concerned, and the reason for return. We will provide return instructions before you send anything back.

8. Return Shipping Costs

For voluntary change-of-mind returns, return shipping costs are the responsibility of the customer. Where an item is faulty or a remedy applies under Australian Consumer Law, we will cover reasonable return shipping costs.

9. Inspection of Returned Items

Returned items are inspected on arrival. We will notify you of the outcome of the inspection and whether your return has been approved.

10. Refund Method and Processing

Approved refunds are issued to the original payment method. Once approved, refunds are generally processed within 5 to 10 business days, subject to your payment provider's processing times.

11. Original Shipping Charges

Original shipping charges are non-refundable for voluntary change-of-mind returns. Where a remedy applies under Australian Consumer Law, applicable charges may be refunded as required by law.

12. Non-Delivery and Delivery Concerns

If your order does not arrive within the expected timeframe, please contact us so we can investigate with the carrier and arrange an appropriate remedy.

13. Partial Refunds

Partial refunds may be offered where an item is returned outside the eligibility requirements but is still in a resaleable condition, at our reasonable discretion.

14. Exchanges

If you would like to exchange an item for a different size or product, please contact us. Exchanges are subject to availability.

15. Store Credit

Where store credit is issued, it can be applied to future purchases and does not expire unless otherwise stated.

16. Final Sale Items

Items marked as final sale are not eligible for voluntary change-of-mind returns. This does not affect your rights under Australian Consumer Law.

17. Orders Returned to Sender

If an order is returned to us due to an incorrect address or failure to collect, we will contact you to arrange redelivery, which may incur additional shipping costs.

18. Late or Missing Refunds

If you have not received an approved refund after the stated processing time, please check with your bank or payment provider first, then contact us if the matter remains unresolved.

19. Contact

For any return or refund enquiry, contact returns@merriandbanksia.com.au or call +61 3 9401 6247. Our business address is 8 Saxony Dr, Epping VIC 3076, Australia.