By Marlo

Return & Refund Policy

At By Melo, your satisfaction matters to us. We comply with the Australian Consumer Law (ACL) to ensure a fair and transparent returns process.

1. Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product has a fault, you are entitled to a refund or replacement.

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will arrange a replacement, or refund in line with your rights under the ACL. Return shipping for faulty or incorrect items is covered by us.

Please note: slight colour variation due to photography and screen settings, and standard manufacturing characteristics such as minor loose threads, are not considered faults.

3. Change of Mind & Sizing

We're a small, streamlined team, so we don't offer change-of-mind or sizing-related returns. We encourage you to carefully check our size guide and product details before ordering — but if you're unsure, feel free to contact us before purchasing and we'll help you choose the right fit.

4. Hygiene

For hygiene reasons, we can't accept returns on items that have been worn, washed, altered, or have had tags removed.

5. Approved Returns

If a return is approved, items must be unused, in original packaging, with proof of purchase. Please don't send items back without prior approval, as we won't be able to process a refund for these.

6. Return Shipping & International Fulfilment

Faulty or incorrect items: return shipping is on us. For approved change-of-mind returns (where offered), return shipping is the customer's responsibility. As our fulfilment partners are located overseas, please allow extra time for approved returns to reach us.

7. Refunds

Approved refunds are processed within 5–10 business days to your original payment method. Original shipping fees are non-refundable unless the item was faulty.

8. Shipping & Delivery

Products are shipped from our international suppliers. Delivery times may vary. Once dispatched with a valid tracking number, delays caused by customs or postal delays are outside our control, though we're always happy to help track down a delayed parcel.

9. Order Changes

Please review your order carefully before checkout — once an order is placed, we begin processing quickly and may not be able to make changes.

10. Contact Us

Questions about your order? Email us at [supportmail] — we aim to respond within 24 hours.