Refund policy

Refund policy

1. Change of mind returns

We want you to shop with confidence, so we will offer a refund on most items. If you have changed your mind about your order, you can return an item by contacting us at mable@pmcdirect.com.au using the subject line “Change of mind return for order number xxxx” including the following information:

  • Order Number
  • Reason for your return
  • Contact phone number

Please note that you have a period of 7 days from receipt of your order to request a change of mind return. After this time, your product will not be accepted for return unless faulty or damaged. If you decide to return an order, you will be responsible for all shipping costs. Change of mind returns may be subject to a re-stocking fee.

Our customer service team will review the return request and send further instructions if the return is approved.

Returned items must be unused, in the same condition in which we sent them to you, and in their sealed original packaging including any accessories, manuals and documentation. If the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Returns for products that have a limited shelf life (including but not limited to; expiry dates and best before dates) must be received by us with sufficient remaining shelf life to be reasonably re-sellable. Mable Direct reserves the right to refuse any change of mind returns that do not meet our returns policy.

We will only provide a refund to you when we have received your item/s. You will be responsible for all return shipping costs. Return of items remains your sole responsibility and risk, and we accept no responsibility for items damaged or lost in the return transit.

2. Damaged or defective product returns

If your product is damaged or defective, you can return it by contacting our customer service team at mable@pmcdirect.com.au using the subject line “Damaged or defective product return for order number xxxx” including the following information:

  • Order Number
  • Information about the damage or defect
  • Photo of the damaged or defective product.
  • Contact phone number

Our customer service team will review the return request and send further instructions if the return is approved. Return instructions will include, where applicable, a return postage or freight label provided by us and / or guidance on safely packing your return items. Returns received without our approval will not be refunded. Where an item is eligible for a refund of this kind, once the return process has been completed, we will refund the price of the item as well as the original order shipping costs to your original payment method.

Additionally, if the item is faulty or not as described, and you are entitled to a remedy under the Australian Consumer Law, we will also reimburse you for any reasonable return shipping costs upon proof of payment (unless we have indicated that we will provide a return label at our cost). Return of items remains your sole responsibility and risk, and we accept no responsibility for items damaged or lost in the return transit.

3. Cancellation

If you wish to cancel an order before it is shipped from our warehouse, you can contact us at mable@pmcdirect.com.au using the subject line “Cancel order number xxxx” and we will refund the cost of your order in full less a re-stocking fee which may be applied against some products.

If your order has been dispatched, you have a period of 7 days from receipt of your order to request a change of mind return. After this time, your product will not be accepted for return unless faulty or damaged. Return of items remains your sole responsibility and risk, and we accept no responsibility for items damaged or lost in the return transit.

4. Refund

Where an item is eligible for a refund (and once we verify the issue and confirm with you that the product is defective or not as described), we will refund the price of the item to your original payment method within 14 working days of our receipt of the returned item or the cancellation request, in accordance with your rights under the Australian Consumer Law.

We will send you an email to confirm once your refund has been processed. Please contact your card-issuing bank if you have any questions about when the credit will be applied to your account.

5. Australian Consumer Law

All our items come with guarantees that cannot be excluded or contracted out under the Australian Consumer Law. For example, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have your goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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