Return policy

Mackenzie Melbourne — Return Policy

Is it possible to return my order?

Yes, of course — we want you to feel completely satisfied with your purchase.
If something isn’t quite right, you may request a return within 30 days of receiving your order, provided it meets the conditions below.

Our return policy is designed to be fair and transparent — protecting both you as our valued customer and our small business operations.

1. Return Eligibility

To be eligible for a return:

  • The item must be unused, unwashed, undamaged, and in its original condition with all tags and packaging attached.

  • Trying on an item to check fit is allowed; wearing it beyond that is not.

  • Returns can only be accepted once the order has been delivered.

Nothing in this policy affects your statutory rights under Australian Consumer Law.

2. Return Costs & Track & Trace Requirement

Customers are responsible for all return shipping and customs costs, unless the return is due to a mistake or defect on our part.

All returns must be sent with a valid Track & Trace code. Returns without tracking will not be accepted or processed.
We strongly recommend using a reliable, trackable courier service and keeping proof of postage.

Mackenzie Melbourne is not responsible for returns lost in transit or sent without a valid tracking reference.

3. Defective, Incorrect, or Damaged Items

Please inspect your order immediately upon receipt.
If the item is defective, damaged, or if you received the wrong product, contact us immediately at info@mackenziemelbourne.com with:

  • Your order number

  • Clear photos showing the issue

We will then evaluate the issue and arrange a replacement or (partial) refund if the claim is valid.

Claims for damage, defect, or incorrect items must be reported immediately. Items reported late or after use may not be eligible for return or refund.

4. Refunds

Once your return is received and inspected at our supplier’s warehouse (located in Asia), your refund will be processed within 5-10 business days.
Refunds are made to your original payment method.

Refunds include the product price (and standard outbound delivery if required by law).
Return shipping, customs duties, and handling fees are not refundable.

Please allow up to 10 business days for your bank or payment provider to process and display the refund.

5. Sale & Hygiene Items

All sale, discounted, and promotional items are final sale and not eligible for return or exchange.
Please ensure you check the product description and sizing carefully before purchasing.

For hygiene reasons, underwear, shapewear, and swimwear cannot be returned or exchanged.

6. How to Start a Return

To start a return, please email info@mackenziemelbourne.com

Include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

  • (Optional) Photos if the product is defective or incorrect

Once approved, we will send you our return address (Asia-based warehouse) and step-by-step packing instructions.
Please do not send items back before receiving approval, as these cannot be processed.

7. Address Accuracy & Delivery Responsibility

Please ensure your address details are entered correctly at checkout.

  • Mackenzie Melbourne is not responsible for parcels lost due to incorrect or incomplete addresses.

  • If a parcel’s tracking shows delivered to the address provided, it is considered delivered.

  • Address changes can only be attempted within 24 hours of placing your order.

8. Cancellations

Orders can only be cancelled within 24 hours of placing the order.
After this period, the order will be processed and shipped, and can only be returned under our normal return procedure.
Approved cancellations are refunded within 5-10 business days.

9. Contact Us

For any questions or support regarding returns:
info@mackenziemelbourne.com
Customer Service Hours: Monday–Friday, 9am–6pm AEST