Return policy

Mackenzie Melbourne — Return Policy

At Mackenzie Melbourne, we want you to feel confident and satisfied with every purchase.
If something isn’t quite right, you may request a return within 30 days of receiving your order, provided the conditions below are met.

Nothing in this policy affects your rights under Australian Consumer Law (ACL).

1. Return Eligibility

To be eligible for a return:

  • The item must be unused, unwashed, and in its original condition

  • All tags and packaging must be intact

  • Trying on an item for fit is allowed; wearing it beyond that is not

  • Returns are only accepted after the item has been delivered

If an item is returned in a condition unsuitable for resale, we may be unable to issue a refund.

2. Return Shipping & Tracking Requirements

  • Customers are responsible for return shipping costs unless the return is due to a defect or error on our part

  • All returns must be sent using a trackable shipping method

  • Please keep your tracking receipt until your return has been fully processed

  • Parcels returned without tracking, or lost in transit, cannot be processed

Mackenzie Melbourne is not responsible for returns sent to an incorrect address or without a valid tracking reference.

3. Defective, Incorrect, or Damaged Items

Please inspect your order upon delivery.

If you receive:

  • a defective item

  • a damaged item

  • an incorrect item

Please contact us immediately at info@mackenziemelbourne.com with

  • Your order number

  • Clear photos showing the issue

If your claim is valid, we will arrange a replacement or a refund in line with Australian Consumer Law.

Claims made after the item has been worn, altered, or damaged through use may not be eligible.

4. Refunds

Once your return is received and inspected at our returns facility, we will notify you of the approval or rejection of your refund.

Approved refunds will be issued to your original payment method within 5–10 business days.

Refunds include:

  • the product price

  • standard outbound shipping (where required by law)

Refunds do not include:

  • return shipping fees

  • customs or handling charges (if applicable)

Please allow additional time for your bank or payment provider to finalise the refund.

5. How to Start a Return

To request a return, please contact us at:

info@mackenziemelbourne.com

Include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

  • Photos if the item is damaged or incorrect

Once your return request is approved, we will provide:

  • the correct return address

  • packing instructions

  • tracking guidelines

Please do not send items back before receiving approval.

6. Address Accuracy & Delivery Responsibility

Please ensure your delivery address is entered correctly at checkout.

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

  • If tracking confirms delivery to the address provided, the order is considered delivered

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

7. Order Cancellations

Orders can be cancelled within 24 hours of being placed.
After this period, the order may already be processed and can only be returned under our normal return procedure.

Approved cancellations are refunded within 5–10 business days.

8. Contact Us

For any questions or support related to returns:

info@mackenziemelbourne.com

Customer Service Hours: Monday–Friday, 9am–6pm AEDT