Refund policy

Returns and Refund Policy
Mindful Marlo

This Refund Policy ("Policy") applies to all purchases of goods and services from our business unless stated otherwise.

1. CUSTOMER SATISFACTION IS OUR PRIORITY
1.1. At Mindful Marlo, your satisfaction as our valued customer is our priority.
1.2. Under the term of this Policy, Mindful Marlo offer refunds, repairs and replacements of products and services under the Australian Consumer Law.
1.3. We support your rights under the Consumer Guarantees in The Australian Consumer Law, which protect consumers when they buy products and services.
1.4. If the Australian Consumer Law applies to your purchase, then we cannot avoid the Consumer Guarantees which it provides.
1.5. If this Refund Policy is inconsistent with the Consumer Guarantees and the Australian Consumer Law, the Australian Consumer Law will prevail over our Refund Policy.
1.6. Any benefits or warranties in this Policy may apply in addition to consumer rights granted under the Australian Consumer Law.
1.7. Please read this Policy carefully before purchasing a product or service from Mindful Marlo so that you are aware of your rights and how you can expect we will manage your request for refund if you are not happy with your purchase.

2. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
2.1. Products and services offered by our business come with guarantees that cannot be excluded under the Australian Consumer Law.

2.2. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund. You may be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

2.3. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), then you may are entitled to have the goods repaired or replaced.

2.4. Major failures
2.4.1. Services - If you experience a major failure with our service you are entitled to:
  2.4.1.1. cancel your service contract with us; and
  2.4.1.2. a refund for the unused portion of the service; or
  2.4.1.3. compensation for the reduced value of the service to you.

2.4.2. Goods - If you experience a major failure with a product you have purchased from us, you are entitled to choose between a refund or replacement for the product.

2.5. Minor failures
2.5.1. If you experience minor issues with a product or service you have purchased that is not a major failure, then you are entitled to have the failure rectified within a reasonable time.

2.5.2. If rectification does not occur within a reasonable time, you are entitled to:
  2.5.2.1. a refund for the product;
  2.5.2.2. cancel the service contract;
  2.5.2.3. obtain a refund for any unused portion of product or service.

2.5.3. Where you have suffered any other reasonably foreseeable loss or damage from a failure in the product or service you have purchased you are also entitled to compensation under the Australian Consumer Law. You can obtain further information at https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumerguarantees

3. CHANGE OF MIND
3.1. Please choose your product or service carefully.

3.2. We do not offer any refund if you simply change your mind or find the same product or service cheaper elsewhere.

4. PRODUCTS DAMAGED DURING DELIVERY
4.1. If a product which you ordered is damaged during delivery, you are required to notify us on hello@mindfulmarlo.com.au and provide photographic and/or video evidence of the damage and packaging within twenty-four (24) hours of delivery. Claims where evidence is not provided within this timeframe may not be able to be pursued, including where this affects our ability to lodge a claim with our delivery provider.

4.2. To begin assessing your claim, you will initially be required to provide clear and unedited photographic and/or video evidence of:

4.2.1. the product received;
4.2.2. the packaging (including any external damage);
4.2.3. the shipping label; and
4.2.4. the damage identified.

All evidence must be original and unaltered, and we may request additional evidence, including a live video inspection of the product, where reasonably necessary.

Once this evidence has been reviewed, we will advise whether the product needs to be returned to us or presented to the delivery provider for further investigation.

4.3. Please do not dispose of, alter, or return the product, its packaging, or any additional items received with it until we have advised you of the next steps. Depending on the circumstances and delivery provider used you may be required to present or provide them to the relevant delivery provider (such as Australia Post, Aramex, etc) for inspection, as part of the delivery investigation, before any repair, replacement, or refund can be organised.

4.4. Where we do require the product to be returned to us, it must be returned in the condition it was received in, together with any original packaging and any additional items received with the product, where reasonably required to assess the reported damage.

4.5. Where a product is shipped with a delivery provider and a delivery investigation is required:

4.5.1. the process and timeframe for resolving your claim will depend on the delivery provider used and how that provider's compensation is paid;
4.5.2. for shipments via Australia Post, any compensation approved is paid directly to you as the recipient, not to us. As such, we will need to await the outcome of that investigation before a final decision can be made. Australia Post investigations typically take around ten (10) business days, and Australia Post will notify you directly of the outcome;
4.5.3. for shipments via other delivery providers where compensation is instead paid directly to us, we will assess and organise a repair, replacement, or refund once the investigation outcome is received;
4.5.4. compensation caps and claim outcomes differ depending on the delivery provider used. Where compensation approved for a claim is less than the value of your order, we may, at our discretion, still provide a repair, replacement, or partial refund to make up the shortfall;
4.5.5. other than any shortfall top-up under clause 4.5.4, where compensation for a claim is approved, we will not additionally provide a repair, replacement, or refund for the same claim; and
4.5.6. if a claim is not approved, we retain the discretion to still offer a repair, replacement, or refund, having regard to the circumstances of the claim and our obligations under the Australian Consumer Law.

4.6. Where a delivery investigation does not apply, we will aim to organise a repair, replacement, or refund within five (5) to seven (7) business days of the product being returned to us.

4.7. Outcomes will only be provided after assessment and, where applicable, inspection of the returned product or finalisation of a delivery investigation.

4.8 Only one claim may be lodged per order or parcel.

4.9 Where we request further information or evidence from you in relation to a claim, this must be provided within seven (7) business days of our request. Failure to provide this information within the required timeframe may result in the claim being unable to proceed.

5. EXCEPTIONS
5.1. We may refuse a repair, replacement or refund if:
  5.1.1. the product was misused;
  5.1.2. you were aware of the issue before purchase;
  5.1.3. you requested a service delivered differently from what was offered;
  5.1.4. you requested alterations against our advice;
  5.1.5. you were unclear about what you wanted to purchase;
  5.1.6. other ACL exceptions apply;
  5.1.7. evidence provided is altered, misleading, or inconsistent; or
  5.1.8. the goods are lost, stolen, or damaged after they have been delivered.

5.2. By opting for or accepting your parcel being sent using an Authority to Leave (ATL) service:

5.2.1. the courier or postal service may leave the parcel at the delivery address without requiring a signature;
5.2.2. once the delivery provider marks the parcel as successfully delivered to the premises, responsibility and risk for the parcel (including risk of theft, loss, or environmental damage) transfers entirely to you;
5.2.3. if the courier or postal service does not consider the location safe, they may instead leave a card with instructions for collection or rescheduling; and
5.2.4. Mindful Marlo is not liable for any loss or damage occurring after the parcel has been delivered, and transit warranty does not apply to these shipments.

If you do not wish to assume this risk, please ensure someone is available to receive the parcel or choose a Signature on Delivery service during checkout.

6. SHIPPING COSTS FOR RETURNS
6.1. If a product fails to meet Consumer Guarantees, we will cover return shipping and replacement shipping.

6.2. If the product is easily returned, you may be required to organise the return.

6.3. Approved return costs may be reimbursed at our discretion.

6.4. If a claim is invalid, you may be required to pay associated costs.

6.5. If returned condition does not match evidence, you may be charged costs.

7. RESPONSE TIME
7.1. We aim to respond within fourteen (14) days.

8. RETURNING PRODUCTS
8.1. You must contact us and receive approval before returning any product.
8.2. Contact hello@mindfulmarlo.com.au or (07) 5327 3494.
8.3. Approved returns must follow provided instructions.
8.4. Returns must include tracking.
8.5. Unapproved returns may not be processed.
8.6. We are not responsible for unapproved returns.

9. PROCESSING REFUNDS
9.1. Refunds are issued via original payment method.
9.2. Proof of purchase is required.
9.3. Identification may be required.
9.4. Clearance of processed refunds may vary depending on your bank or payment provider.
9.5. All outcomes are subject to assessment.

10. FORCE MAJEURE
10.1. We are not liable for delays outside our control.

11. CONTACT US
Email: hello@mindfulmarlo.com.au
Phone: (07) 5327 3494