Returns & Refunds Policy

Last updated: 2 November 2026

At Millow Melbourne, we offer a voluntary 30-day change-of-mind return policy from the date you receive your order, subject to the conditions below. This is in addition to, and does not replace, your rights under the Australian Consumer Law (ACL).

1. How to request a return

Contact info@millowmelbourne.com within 30 days of receiving your order. Include your full order number, email address used at checkout, item(s), and a short explanation. For a fault, damage or wrong item, clear photos or an original unedited video can help us investigate. Please also include your full tracking number and delivery record when available.

For change-of-mind returns, please wait for our return authorisation, return centre address and instructions before posting anything. The return address may be international. Please do not send goods to our general correspondence address.

2. Change-of-mind eligibility

For our voluntary 30-day policy, items should be unused, unwashed, undamaged and returned with tags and original packaging where reasonably possible. We may decline voluntary returns for personalised items, hygiene-sensitive goods, items clearly worn or altered, or multiple sizes of the same item ordered specifically to compare fit and return some. Any exclusion applies only to change-of-mind returns, not statutory rights.

3. Change-of-mind return costs

For a change of mind, wrong size ordered or personal preference, the customer pays the direct cost of returning the item to the return address provided. We recommend tracked shipping and retaining the tracking and proof of delivery. Prepaid labels are not automatically provided.

4. Faulty, damaged, incorrect or misdescribed items — your legal rights

Australian consumers have guarantees that goods must meet applicable standards, including acceptable quality, matching their description and fitness for a disclosed purpose. If there is a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we may first be able to offer a repair within a reasonable time, with further remedies where required by law. We will reimburse reasonable return shipping costs if goods are confirmed to breach a consumer guarantee.

These ACL remedies are not limited to 30 days, do not depend on original packaging and are not subject to our voluntary return approval process. Sale or clearance items are not excluded from statutory consumer guarantees. We may request reasonable proof of purchase and information needed to assess the issue, but photographs or videos are not mandatory conditions of exercising legal rights.

5. Refund processing

Once an eligible voluntary return is received and inspected, approved refunds are normally issued to the original payment method within 7–10 business days; your payment provider may take additional time. Refunds and other remedies required by law will be provided within the period required by that law and will not be delayed by our voluntary return timetable.

6. Exchanges

If you would prefer another size, contact us to check availability. An exchange under our voluntary policy is subject to stock availability. This does not change your legal rights.

7. Consumer guarantees

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

For assistance, contact info@millowmelbourne.com.