Return & Refund Policy

Last updated: 13 May 2026

At We are MFEO, we want you to love everything you buy. If something isn't quite right, we're here to help. This policy explains how to return an item, when you're eligible for a refund, and what to expect throughout the process. It also sets out your rights under the Australian Consumer Law.

1. Return Window

You have 30 days from the date your order is delivered to request a return. Requests submitted after 30 days cannot be accepted, except where the item is faulty, damaged, or not as described — in which case your rights under the Australian Consumer Law apply (see Section 13).

2. Eligibility — Condition of Returned Items

To be eligible for a refund, items must be:

• In their original condition — unused, unworn, and unwashed
• In the original packaging with all tags, labels, and accessories attached
• Accompanied by proof of purchase (order number or receipt)

We reserve the right to refuse a refund or apply a deduction if the returned item shows signs of use, damage caused by the customer, or missing parts.

3. Non-Returnable Items

For hygiene, safety, or practical reasons, the following items cannot be returned unless faulty or not as described:

• Personal care, beauty, and skincare items once opened or unsealed
• Underwear, swimwear, and intimate apparel
• Pierced jewellery (e.g. earrings)
• Food, drink, supplements, and other consumables
• Gift cards and digital products
• Items marked as "Final Sale" or "Clearance" at the time of purchase
• Items custom-made, personalised, or made-to-order

4. How to Initiate a Return

1. Email us at support@wearemfeo.com within 30 days of delivery with your order number and the reason for return.
2. We'll reply within 1-2 business days with confirmation and the return address.
3. Pack the item securely in its original packaging.
4. Send the parcel to the return address using a tracked shipping service (we strongly recommend this — we can't issue a refund for parcels lost in transit without tracking).
5. Reply to our email with your tracking number once posted.

Important: Please do not send returns without contacting us first. Returns sent without prior authorisation may be refused or significantly delayed.

5. Return Shipping Costs

Return shipping is the responsibility of the customer, except where the item is faulty, damaged in transit, or sent in error. Estimated return shipping cost via Australia Post Standard Parcel is AUD $10–$15, depending on parcel size and your location.

We recommend using a tracked, insured service. We are MFEO is not responsible for returns lost or damaged in transit.

6. Wrong or Incomplete Orders

If you receive an incorrect, incomplete, or damaged item, please contact us within 7 days of delivery at support@wearemfeo.com with your order number and photos of the issue. We will arrange a free return, replacement, or full refund — including any original shipping costs paid.

7. Damaged or Faulty Items

If your item arrives damaged, develops a fault, or is not as described, you may be entitled to a repair, replacement, or refund under the Australian Consumer Law (see Section 13). Contact us within 7 days of delivery for transit damage, or as soon as the fault becomes apparent.

8. Order Cancellation Before Shipping

If you change your mind, you can cancel your order at no cost before it has been shipped. Email us as soon as possible at support@wearemfeo.com with your order number. If the order has already been dispatched, the standard return process applies.

9. Return Processing & Refund Timeline

Processing

Once your return arrives at our address, we will inspect it and notify you of the outcome within 2 business days.

Refund

Once approved, your refund will be issued to your original payment method within 5–7 business days. The exact time it takes for funds to appear in your account depends on your bank or payment provider.

10. Partial Refunds

In some cases, only a partial refund may be granted. This applies to:

• Items returned with missing parts, accessories, tags, or packaging
• Items showing signs of use, wear, or damage caused by the customer
• Items returned more than 30 days after delivery (where accepted at our discretion)

11. Refund of Original Shipping Costs

Original shipping costs paid on your order are non-refundable, unless:

• You received the wrong item
• Your order was incomplete
• The item was faulty, damaged in transit, or not as described

In those cases, we will refund original shipping in full.

12. Late or Missing Refunds

If you haven't received your refund within 10 business days of approval:

1. Check your bank account again.
2. Contact your credit card company or payment provider — refunds can take additional time to post officially.
3. Contact your bank — there is often some processing time before a refund appears.

If you've done all of this and still haven't received your refund, please email us at support@wearemfeo.com and we will follow up immediately.

13. Your Rights Under the Australian Consumer Law

What counts as a "major failure"?

Under the Australian Consumer Law, a major failure is when the product:

• Has a problem that would have stopped you from buying it had you known about the problem
• Is significantly different from the description, sample, or demo model shown
• Is substantially unfit for its common purpose, and can't be easily fixed within a reasonable time
• Is unsafe

For major failures, you choose between a refund, replacement, or compensation. For minor failures, we may choose to repair, replace, or refund.

For more information, visit the Australian Competition & Consumer Commission (ACCC) website.

14. International Returns

We are MFEO currently ships and accepts returns within Australia only. We do not process international returns at this time.

15. Exchanges

We do not offer direct exchanges. If you'd like a different size, colour, or product, please return the original item for a refund and place a new order.

16. Governing Law

This Return & Refund Policy is governed by the laws of New South Wales, Australia, and any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales.

17. Contact Us