Here at MLO one of THE most important aspects of our business is customer service. We pride ourselves on every aspect of your shopping experience, including on the rare occasion refund and exchanges. So we thought we would write down some of the most common Q & A in regards to the exchange/refund procedure. This is put in to place to make sure everyone is looked after and there is no confusion. We follow the ACCC laws for WA to ensure full customer rights are protected.
Q: Refund or Exchange?
A: The ACCC states that an exchange or refund depends on the issue being minor or major. If it is a minor issue than an exchange is warranted and must be of the exact same product and value. An exchange in cases of major issues is warranted and must be given in terms of cash or payment back onto credit card, a store credit is not acceptable. A refund however is NOT entitled for simple change of mind, finding a product cheaper elsewhere or on an item that is clearly listed as having a minor issue.
Q: Who pays the postage and do I need to return the item?
A: The consumer is expected to pay the return postage but individual stores may have their own policy. Any items that you are wanting to exchange/refund MUST be returned first before refunds/exchanges are issued. This is to allow the store to assess the items. Our personal store policy is to have items returned within 7 days of purchase with receipt or proof of purchase. That is why we include our website address on our product care labels and on the swing tags so that you can always get in touch with us. If a refund is warranted we will happily refund full amount including postage.
Q: When is a refund NOT entitled?
A: A refund is not entitled in the following cases:
We always love hearing from our customers whether it be compliments or constructive feedback, we will always strive to resolve all situations and we thank you for giving us the opportunity to do so.
You can contact us on 0433 189 439 during business hours Monday-Friday 9am to 5pm, otherwise we will return your call the following business day.