Returns the way they should be.

You have 30 days from delivery to return any unopened product for a full refund — including original shipping. Opened items can be returned within 14 days if you’re unhappy with the quality or there’s a defect.

• Unopened, in original packaging: 30 days from delivery.
• Opened, with quality issue or defect: 14 days from delivery.
• Damaged on arrival: 7 days from delivery (see below).
• Gifts: 60 days from the original delivery date — bring the gift receipt.

1. 1

   Start the return online

   Go to your account → Orders → Start return. Pick the items, choose a reason, and we'll generate a pre-paid return label within minutes.

2. 2

   Pack & post

   Use the original carton if you can. Affix the label, drop it at any Australia Post outlet — no need to queue.

3. 3

   We inspect & refund

   Most returns reach us within 5 business days. Refunds are issued within 2 business days of receipt to your original payment method.

Don’t have an account? Email hello@melano.au with your order number and we’ll send you a return label by reply.

• Refunded to the original payment method within 2 business days of receipt.
• Card refunds typically appear in your account 3–5 business days later, depending on your bank.
• PayPal refunds appear immediately.
• Original shipping is refunded for unopened-product returns within 30 days. For change-of-mind returns of opened items, original shipping is non-refundable.
• Return shipping is free for Australian orders. International return shipping is at your cost unless the item was damaged or incorrect.

We don’t do direct exchanges — they’re slower and messier. Instead, place a fresh order for the item you actually want, and return the original for a refund. Both happen in parallel, so you get your replacement faster.

If shipping the new order before the refund clears is a problem, email us — we’ll send you store credit on the spot for the full original amount, valid for 12 months.

We’re sorry — that’s on us, and we’ll fix it quickly. Within 7 days of delivery:

• Take a clear photo of the parcel exterior and the damaged contents.
• Email hello@melano.au with your order number and the photos.
• We'll dispatch a replacement within one business day. You don't need to send the damaged item back.

• Gift cards (under Australian Consumer Law).
• Items marked Final Sale at the time of purchase.
• Sample-size sachets included free with an order.
• Items returned more than 30 days after delivery, or with broken seals beyond the 14-day opened window.

Nothing on this page limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You’re entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

You’re also entitled to have the products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. See our Terms of Service for the formal language.