Returns, Refunds & Replacements Policy

We love for our customers to have the best possible experience with our brand, making every effort to ensure that each of you have a wonderful experience with our products, and endeavour to ensure that every order is packed correctly and with the utmost care, so that it arrives to you in perfect condition.

It is the responsibility of the customer to check their orders and products before opening. Should you experience any issues upon receiving your products, please do not hesitate to get in touch either by email: admin@malano.com.au or call us on (+61) 408 050 111 to discuss, so that we can help remedy any issues quickly, fairly, and efficiently.

Our products come with consumer guarantees under the Australian Consumer Law that cannot be excluded, including your right to purchase products that are acceptable in quality. However, our Change of Mind Policy (see below) is not affected by this. Consumer guarantees provided under the Australian Consumer Law cannot be limited or excluded and apply in addition to any manufacturer’s warranties.

 

This Policy covers:

Choosing the Right Products for You

Change of Mind & Unwanted Gifts

Refunds & Replacements

Returns

Faults or Defects

Damage Due to Shipping via Post or Courier

Electric Diffuser & Humidifier

Skin & Body Care Products

Gift Packs & Gift Cards

Cosmetic & Tote Bags

Jewellery

Proof of Purchase

Time Frames

International Customers

Questions & Further Information

 

 

Choosing the Right Products for You

If you are wanting to purchase skin or body care products but are unsure which products will best suit you and your skin, please give us a call on (+61) 408 050 111 or email us at: admin@malano.com.au, so that we can have a chat with you to help you find the right products for your needs and skin type.

 

Change of Mind & Unwanted Gifts

We do not offer refunds or returns for change of mind, or for unwanted gifts.

Please ensure that you choose carefully and review your order before making your purchase.

If, in the unlikely event, any product you purchase fails to meet consumer guarantees, we will issue a refund or replacement in accordance with the following terms:

 

Refunds & Replacements

We do not offer refunds or returns for change of mind, or for unwanted gifts.

If there is a fault with a product purchased, please send us an email explaining the issue along with a photo of the faulty product, and valid proof of purchase to our email address; admin@malano.com.au.

In some instances, we may require that the product be sent back to us for further assessment before a refund or replacement is sent out, please see Faults or Defects for more information.

If we reasonably believe, through discussions between yourself and us, and through reviewing information given (ie. photos, videos and/or physical examination of the product), that a product is deemed to have a major fault under the Australian Consumer Law, we will be happy to replace the faulty item.

In the event a refund is given, valid proof of purchase is also required before any refund will be processed. This can include a receipt, credit card statement, order, or serial number linked to your purchase statement.

All refunds need to be retuned via the same payment method used for the original purchase of an item, and at the cost of that item at the time of purchase. Except in the case of cash purchases. In such cases where a cash refund cannot be fulfilled, a valid card or bank account details for bank transfer will need to be provided before refunds can be processed.

Due to the nature of our skincare and body care products, we cannot give refunds for these products, please see Skin & Body Care Products below.

Refunds or replacements will not be offered on products that have been half used, no more than 20% of a product can be used. The exception to this is our Diffusers & Humidifiers, Tote & Cosmetic Bags and Jewellery.

A replacement product will be sent to you in the event that the wrong product has been mistakenly placed in your order and sent to you. Valid proof of purchase will need to be verified before the replacement product is sent out. Please send a photo of your order and your order receipt/statement or credit card statement to our email: admin@malano.com.au

 

Returns

We do not accept returns for change of mind or for unwanted gifts (see above).

We do not offer returns on products due to skin allergies or skin sensitivities to a product. All information about a product, and its ingredients are listed on individual product labels and product pages on our website. Please read these carefully.

We understand that sometimes this can become overwhelming or raise uncertainty as to what will be the best product for your skin. If you are unsure about a product and/or if it will suit your skin and/or your needs, please do not hesitate to contact with us so that we can discuss your needs with you, and help you find a solution. Please read Choosing the Right Products for You and Skin & Body Care Products, for more information.

If it is deemed that the product is at fault, Please do not touch the product further and refer to Refunds and Replacements and Faults or Defects for more information, please get in touch with us either by email – admin@malano.com.au or call us on (+61) 408 050 111 to discuss, so that we can help remedy any issues quickly, fairly, and efficiently.

Valid proof of purchase is required including receipt, email receipt/order confirmation, credit card statement, serial/order number attached to order statement, gift receipt or Malano Plus Points rewards history.

Returns can only be made in the event of a faulty or defective product and not in the event of change of mind or for unwanted gifts. Please see Refunds and Replacements and Faults or Defects for more information.

 

Faults or Defects

We take no responsibility for items purchased being damaged due to user error.

Under Australian Consumer Law, you are entitled to a refund or replacement if the product you purchased is faulty, unsafe or is very different to the descriptions and photos provided. (ie; you ordered a black cosmetic bag and we send you a red one). Keeping in mind however, that with our skin and body care products, we do experience batch variations which is out of our control, due to using nature derived raw ingredients. These variations do not affect the quality, effectiveness, or shelf-life of the products.

If there is a fault with a product, we require you to please send a photo along with an explanation of the issue to our email address: admin@malano.com.au, and we will be happy to replace the faulty item if we reasonably believe, there is a fault, not caused by user error or misuse. There may be instances where we request that a product is sent back to us for further assessment, please refer to the paragraph below. If you require more information, please refer to Refunds and Replacements above.

For any returns of faulty products, return postage will be the responsibility, and at the expense of the customer, regardless of the reason, or the fault of the product. Returned faulty products must also be returned safely to us. This means packing it back in its original packaging and shipping it correctly.

If a product had been damaged through misuse, has been used in a way that it was not designed for (abnormal use), or has been accidentally damaged, or damaged through normal wear and tear, we will not replace or refund the product, and any manufacturers’ warranty on that product, as well as Australian Consumer Law, may not apply.

It is the responsibility of the customer to ensure they read all instructions/directions on use of any product/s purchased, and use them in accordance to how they are intended to be used.

Now and then a dispensing unit can be defective. As we are not allowed to check how a pump/atomiser dispenses, we cannot control quality on pumps and atomiser sprays. However, we will happily send another one as soon as practical with the shipping cost covered by us.

At times lids can crack due to being over tightened or dropped. In the event that this happens, please contact us and we will send another one as soon as practical with the shipping cost covered by us. To help prevent lids cracking, only tighten until you feel resistance and no further, over tightening will weaken the lid causing it to crack and compromise the quality, and shelf-life of your product.

We do not offer refunds or returns for skin and body care products. Please refer to the Skin & Body Care Policy below for more information.

Repair & Spare Parts

We do not accept returns for change of mind or for unwanted gifts (see Change of Mind & Unwanted Gifts policy above).

If a product is deemed faulty (please see Refunds and Replacements and Faults or Defects policies for more information), and it is a product that we have spare parts for or can repair, then we are more than happy to send you a replacement part or in the case of our jewellery, repair faulty parts.

In the case of any jewellery repair, the piece of jewellery will need to be sent to us in whole, at the customers cost. We will repair the jewellery and send it back to you at our cost. Please refer to our care instructions on each Jewellery product page as well as in the care card provided, to ensure that you understand how to care for your jeweller, and prevent damage that may not be covered due to misuse or broken due to user error. Please refer to Faults or Defects policy for more information.

 

Damage Due to Shipping / via Post or Courier

If the item you have purchased has been damaged by the courier or postal service that delivered it, please send us a photo of the item/s to our email admin@malano.com.au so that we can open an investigation with the delivery service used.

Electric Diffuser & Humidifier

There are no refunds or returns for change of mind for this product however, we will exchange or refund in the event of a malfunction.

There is a 3 Month Warranty on all Electronic Diffuser & Humidifiers.

To obtain an exchange for a faulty unit, we need proof of purchase and require that the unit be sent back to us so that we can assess what the fault is with the product. Once we conclude as to the fault, we will replace the unit within 3 months of purchase. 

Under Australian Consumer Law, you are also able to obtain a replacement Electronic Diffuser & Humidifier if it fails to be of acceptable quality. Examples of this are that it does not look as it has been shown and/or described, that it does not work in the same way similar products of its kind work, it is damaged and is not safe to use.

If it is a part of the product we can send a spare replacement part for, the replacement will be send and the shipping cost covered by us.

For any returns of faulty products, return postage will be the responsibility, and at the expense of the customer, regardless of the reason or the fault of the product. Returned faulty products must also be returned safely to us.

Skin & Body Care Products

Please be aware that all products may have slight batch variations with scent, texture and colour. This happens because we use nature derived raw ingredients, which vary from batch to batch. We do not use any artificial colours within any of our products.  

Due to the nature of our skin and body care products and in remaining hygiene, we do not offer returns or refunds for these products.

If you feel that there is an issue with the skin or body care product you purchased, please email us at admin@malano.com.au with a photo of the product and describe in detail what you feel the issue is, or call us on (+61) 408 050 111 to discuss the issue further.

In the unlikely event a fault is found with any skin or body care product, the fault must be disclosed to us as soon as you come across it, and within a limit of 21 days from purchase. We will require that the skincare product is sent back to us for further assessment and testing, so please do not touch it further, place the lid back on and put it back into the packaging sent by us. We will endeavour to resolve any issues, quickly, fairly, and as efficiently as possible.

For any returns of faulty products, return postage will be the responsibility, and at the expense of the customer, regardless of the reason or the fault of the product. Faulty products must also be returned safely to us and in the condition in which you received/opened them so we can conduct the required assessment and testing of the product.

Refunds or replacements may not be made until the cause of the fault is determined. We endeavour to provide refund or replacements with a 30-day period.

 

Gift Packs & Gift Cards

There are no refunds or returns of Gift Packs or Gift Cards. 

If products in Gift Packs are damaged due to postal or courier service/s used, please refer to the Damage due to Shipping via Postal Service / Courier section above.

Gift Cards cannot be refunded, exchanged, redeemed for cash or returned. Please refer to our Digital Gift Cards Terms & Conditions for more information.

 

Cosmetic & Tote Bags

We do not offer refunds or returns for change of mind, for unwanted gifts or for cosmetic and tote bags that have been misused or broken due to user error.

There is a 3 Month Warranty on all cosmetic and tote bags.

In the case where a cosmetic or a tote bag is deemed to be faulty, damaged, unsafe or not to the same as described or shown on our website, or if you have been sent a different bag than ordered, please refer to Refunds and Replacements and Faults or Defects for more information.

Jewellery

We do not offer refunds or returns for change of mind, for unwanted gifts or for jewellery that has been misused or broken due to user error.

Please ensure that you choose carefully and review your order before making your purchase.

There is a 3 Month Warranty on all jewellery.

In the case where jewellery is deemed to be faulty, damaged, unsafe or not to the same as described or shown on our website, or if you have been sent different jewellery than ordered, please refer to Refunds and Replacements and Faults or Defects for more information.

There may be costs incurred to you by us in the event of any repair that is not covered by guarantees under Australian Consumer Laws or that happen after our 3 month warranty.

For any returns of faulty products, return postage will be the responsibility of, and at the expense of the customer, regardless of the reason or the fault of the product. Returned faulty products must also be returned safely to us.

Proof Of Purchase

Valid proof of purchase is required including receipt, email receipt, credit card state ment (of applicable), order confirmation, order, or serial number linked to your purchase statement, gift receipt or Malano Plus Points rewards history. Please note that for card refunds and bank transfers, that it may take your bank 3-5 business days to process any payment/s made.

Time Frames

We endeavour to remedy any issues, quickly, fairly, and efficiently, and with the utmost compassion. Returns made via postage can take up to 10 days to reach us, and if any refund is issued, it can take up to 5-10 business days to clear into your account depending on the bank

Replacement products can take between 3-10 business days to reach you, depending on the shipping method and courier used.

We apologise for any inconvenience this process causes, and we appreciate your understanding and patience in these matters.

International Customers

We will still process refunds, send out replacements, and exchanges. Any taxes, duties, tariffs and customs being collected by the government of the country you are in where products are received, we will not reimburse for these expenses, or cover the expenses incurred through the receiving of replacement or exchanged products, those expenses will solely be your responsibility to pay.

Shipping times do vary, so please allow 10-21 days for your goods to be received. We do not take responsibility for the time it takes for customs to clear your goods.

Questions or Further Information

If you require further information regarding our Returns, Refunds & Replacements Policy, please do not hesitate to get in touch at our email admin@malano.com.au or call (+61) 408 050 111

In the unlikely event a remedy cannot be found through honest efforts, you have the right to refer to the ACCC and Australian Consumer Law for further information. 

 

  

 updated 15/01/2026