Returns and Refund Policy
Last updated: 11 August 2026
At Melbourne Rose, we want you to shop with confidence and have a clear understanding of your options if something is not quite right with your order.
This Returns and Refund Policy explains our 30 Day Money Back Guarantee, our return process, refund conditions and your rights as a customer.
This policy applies to purchases made through melbourne-rose.com.
30 Day Money Back Guarantee
Melbourne Rose offers a 30 Day Money Back Guarantee.
Our 30 Day Money Back Guarantee reflects the overall order journey, including order processing, delivery and the period available to request a return after your parcel has arrived.
Because processing and delivery form part of this overall period, the 30 Day Money Back Guarantee does not mean that customers have 30 days after delivery to request a return.
Once your order has been delivered, you have 14 days from the delivery date to request a return.
The delivery date shown by the applicable carrier or tracking information will generally be used to determine when the 14 day return period begins.
To request a return, please contact us within this period at:
Please include:
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Your full name
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Your order number
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The email address used when placing your order
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The item or items you would like to return
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The reason for your return
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Clear photographs if the item is damaged, faulty or incorrect
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Any other relevant information that may help us review your request
Our customer support team will review your request and provide you with the appropriate next steps.
The 14 day return request period described above applies to our voluntary return and change-of-mind policy. It does not limit any rights you may have under the Australian Consumer Law in relation to faulty, defective, unsafe, incorrectly described or otherwise non-compliant products.
Return approval
Please do not return an item before contacting us.
All returns must first be requested and reviewed by Melbourne Rose.
If your return is accepted, our customer support team will provide you with:
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Return instructions
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The applicable return address
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Any information required to identify your returned parcel
Items returned without contacting us first may be difficult to identify or process and may delay your refund.
The return address is not necessarily the address from which your parcel was originally shipped.
Depending on the product and fulfilment partner, approved returns may need to be sent directly to a designated supplier or return facility. This location may be outside Australia, including in China.
Please always use the return address provided to you by our customer support team.
Change-of-mind returns
If you have changed your mind, ordered the wrong size, selected the wrong colour or simply no longer want the product, you may request a return within 14 days of delivery.
For a voluntary change-of-mind return:
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The return must be requested within 14 days of delivery
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The item must meet our return condition requirements
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The return must be approved before it is sent
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The customer is responsible for the return shipping costs
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The customer is responsible for ensuring the parcel reaches the approved return location
The original shipping cost, where applicable, may not be refundable for a change-of-mind return.
These conditions apply only to voluntary returns and do not affect your rights under the Australian Consumer Law.
Multiple Sizes
Ordering multiple sizes of the same item with the intention of keeping one size and returning the others is not permitted under our return policy.
Customers are responsible for selecting the appropriate size before placing their order. If multiple sizes are ordered with the intention of returning the sizes that do not fit, the return may be refused in accordance with our Return & Refund Policy.
Return shipping costs
For change-of-mind returns, sizing issues or products that are no longer wanted, the customer is responsible for arranging and paying for return shipping.
Depending on the approved return location, this may involve international return shipping.
We strongly recommend using a reliable tracked shipping service.
Melbourne Rose cannot take responsibility for a return parcel that is lost, misdirected or cannot be confirmed as delivered to the approved return location.
If a product is confirmed to be faulty, damaged, incorrect or otherwise covered by applicable consumer guarantee rights, return shipping costs will be handled in accordance with the Australian Consumer Law.
Where required, reasonable return shipping costs paid by the customer for a confirmed faulty product will be reimbursed.
Tracking required for returns
All approved customer-arranged returns should be sent using a trackable shipping service.
Once your parcel has been sent, please provide us with:
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The tracking number
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The shipping carrier
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Proof of postage where available
A refund for a standard change-of-mind return will generally only be processed once the returned product has been received and inspected at the approved return location.
If tracking cannot confirm that the parcel was successfully delivered, we may be unable to complete the refund.
We therefore recommend keeping your return postage receipt and tracking information until your return has been fully processed.
Condition of returned items
For voluntary change-of-mind returns, products must be returned in a condition suitable for resale.
Unless the return relates to a product fault or another right under the Australian Consumer Law, returned items should be:
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Unworn
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Unwashed
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Unused
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In their original condition
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Free from stains, marks, odours and damage
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Returned with original tags where applicable
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Returned with original packaging where reasonably possible
We reserve the right to refuse a voluntary change-of-mind return if the product shows clear signs of wear, washing, use, damage, perfume, deodorant, makeup, staining, alteration or other deterioration caused after delivery.
These condition requirements do not remove or restrict your rights where a product is faulty or otherwise fails to meet a consumer guarantee under Australian law.
Items that may not be eligible for change-of-mind returns
For hygiene, safety or other reasonable reasons, certain products may not be eligible for voluntary change-of-mind returns.
These may include:
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Gift cards
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Items clearly marked as final sale where permitted by law
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Personalised or customised products
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Certain hygiene-sensitive products where clearly stated
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Items that have been worn, washed or used beyond what is reasonably necessary to inspect them
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Products damaged after delivery through misuse or improper handling
Where an item is faulty or otherwise does not meet the consumer guarantees under Australian law, your statutory rights may still apply regardless of the exclusions above.
Faulty, damaged or incorrect items
If you receive an item that is damaged, faulty, defective or different from what you ordered, please contact us as soon as reasonably possible at:
Please provide:
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Your full name
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Your order number
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A description of the problem
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Clear photographs or videos showing the issue
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Photographs of the packaging where relevant
Providing clear evidence allows us to investigate the issue with our fulfilment partner and determine the most appropriate solution.
Depending on the circumstances and your rights under Australian law, an appropriate solution may include a repair, replacement, refund or another remedy.
You should not return a faulty or incorrect product to an overseas supplier without first receiving instructions from Melbourne Rose.
Australian Consumer Law
Our voluntary return policy and 30 Day Money Back Guarantee are provided in addition to your rights under the Australian Consumer Law.
Nothing in this Returns and Refund Policy is intended to exclude, restrict or modify any consumer guarantee or other right that cannot legally be excluded, restricted or modified.
Products sold to Australian consumers come with consumer guarantees under Australian law.
Where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.
Your rights under the Australian Consumer Law are separate from our voluntary 14 day return period and may continue beyond that period where applicable.
Refund processing
Once an approved return has been received and inspected, we will notify you by email regarding the outcome of your return.
If your refund is approved, it will be issued to the original payment method used for the order.
After Melbourne Rose has processed the refund, additional processing time may be required by your:
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Bank
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Credit card provider
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Payment provider
These processing times are outside our direct control.
Please ensure that you retain any return tracking information until your refund has been completed.
Exchanges
Depending on the product, situation and available inventory, we may be able to offer an exchange.
If you would like a different size, colour or product, please contact:
Please include your order number and explain which item you would like to exchange.
Our customer support team will review availability and explain the available options.
Customers may be responsible for applicable shipping costs for voluntary exchanges unless otherwise agreed.
This does not affect any rights you may have where an exchange is required as a remedy under Australian Consumer Law.
Order cancellations
If you would like to cancel or change your order, please contact us as soon as possible at:
We begin processing orders shortly after they are placed.
If your order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel or amend it.
However, once an order has already been processed, fulfilled or dispatched, we may no longer be able to cancel it.
If cancellation is no longer possible, you may request a return after receiving the order in accordance with this policy.
Refused or uncollected deliveries
Please do not refuse delivery or intentionally leave a parcel uncollected as a method of returning your order.
Parcels that are refused, abandoned or automatically returned by the carrier may not be sent to our approved return location and may therefore be difficult to recover or identify.
If you would like to return your order, please accept the delivery first and contact us at:
We will then provide the correct return instructions.
Contact us
For questions about a return, refund, exchange, damaged product or cancellation, please contact our customer support team at:
When contacting us, please include your order number wherever possible so we can assist you more efficiently.