Shipping & Refund Policy

GENERAL INFORMATION

Shipping Policy

Free Delivery Australia-Wide

MeLa Group offers free standard shipping on all orders delivered within Australia.

"In Stock" Items:

Orders containing in-stock items are dispatched within 24 business hours. Transit times vary depending on your location and carrier schedules (e.g., FedEx or our designated regional freight partners). Please allow extra transit time during peak holiday periods (Christmas, Easter, and public holidays).

Out-of-Stock / Backordered Items:

If an item is marked "No Stock", it is currently on reorder or in transit to our warehouse. We will notify you with an estimated arrival date. Once received, backordered items are packed and dispatched within 24 business hours.

"Special Order" Items

If your item is marked a Special Order at the time of ordering and in your confirmation email, it will need to be ordered directly from the manufacturer. Supply times can take up to 12 weeks.

Multiple Item Orders

For orders containing both in-stock and backordered lines, we will dispatch available items immediately at no extra charge, followed by remaining items once restocked. If you prefer to have all items consolidated into a single shipment, please contact our team upon ordering.

Delivery Addresses & PO Boxes

• Retail & Small Packs: Can be delivered to standard street addresses or Australia Post PO Boxes.

• Bulk Cartons & Pallets: Must be delivered to a physical street address. We cannot deliver full cartons or heavy freight to PO Boxes or parcel lockers.

Damaged or Incorrect Deliveries

• Tracking & Delivery Delays: If your order has been dispatched and has not arrived within 7 business days, contact our support team. We will open an inquiry with the carrier to track down your shipment. If a parcel is confirmed lost in transit, we will dispatch an immediate replacement.

• Damaged or Incorrect Items: If your order arrives damaged, defective, expired, or incorrect, please notify us promptly. We will arrange carrier collection and assessment at zero cost to you, and issue a replacement or full refund upon verification.

My parcel has not arrived within the expected timeframe!

From time to time parcels do go missing. If your parcel has been dispatched and you have not received it within 7 business days, please contact email info@melagroup.com.au and we will contact the nominated transport company to find where the parcel is. If the parcel can’t be found we will send you a replacement.

Refund & Returns Policy

This policy applies to all orders for the supply of goods by MeLa Group Pty Ltd trading as MeLa Group.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. This policy is not intended to exclude or limit any statutory rights you may have under Australian law.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery for store credit or refund, subject to the following strict conditions:

• Prior Authorisation: You must contact our customer service team and receive a Return Authorisation (RA) before sending any items back.

• Unopened Barrier Packaging: Due to the active nature of our products, goods cannot be returned if the inner vacuum-sealed plastic bag, foil pouch, carton liner, or bucket seal has been opened or compromised. Exposure to ambient air immediately activates desiccants, oxygen absorbers, and humidity indicator cards, rendering them non-resaleable.

• Condition & Packaging: Goods must be completely unused, in original outer packaging, and in 100% resaleable condition.

• Custom/Tailored Orders: Products that have been custom-manufactured, custom-packed, or specifically tailored to customer specifications are strictly non-returnable.

• Return Freight: Return shipping is organized and paid for at the customer's expense. Risk of loss or damage in transit remains with the customer until the goods are received and inspected at our warehouse.

Defective, Damaged, or Incorrect Deliveries

If your order arrives damaged, defective, past its stated shelf life, or differs from what you ordered:

• Notification: Please notify us within a reasonable timeframe following delivery.

• Freight & Assessment: MeLa Group will arrange and cover the cost of pickup and assessment.

• Resolution: If the product is verified to be faulty or incorrect through no fault of your own, we will promptly provide a replacement, repair, or full refund.

Limitation of Liability & Exclusions

MeLa Group reserves the right to reject a claim and recover reasonable assessment/freight costs where:

• The product is determined not to be faulty.

• The product has been damaged due to abnormal use, improper storage, or failure to follow handling instructions.

• The customer has caused the product to degrade or become unacceptable.

To the extent permitted by law, MeLa Group shall not be liable for indirect, incidental, collateral, or consequential damages (including lost profits or spoiled product batches) arising from the use or handling of our goods.

How to Initiate a Return

Before returning any items, please contact our support team to request a Return Authorisation (RA) number:

• Phone: 1300 784 984 (Toll-Free Australia-wide)

• Email: info@melagroup.com.au

Please note: Items returned without prior authorisation will not be accepted.