1. RETURNS, REFUNDS AND EXCHANGES

Returns and exchanges if you change your mind. If you change your mind about a product, you can return or exchange it as long as:

• the product is in its original condition, with the packaging unopened, unused, and undamaged,
• if the product was part of a set or multi-item pack, the entire set or pack must be returned or exchanged, and 
• you are able to provide valid proof of purchase, such as a receipt or email order confirmation from us. 

All returns and exchanges due to a change of mind must be made within 30 days of receiving your order.

Please note, returns and exchanges due to a change of mind does not apply to items that are marked as non-exchangeable or non-returnable.

Returns and exchanges if your product is faulty, damaged, or missing part of your order. If you receive a faulty or damaged product as part of you order, or if your order is missing products that you ordered and were listed in your Confirmation Email, please contact us via email at info@rockmelan.com with the following details as soon as possible after receiving your products: 

• your order;
• photos or images of any damage; and / or 
• details of the fault; and / or
• details of any missing items. 

Returns and exchanges if the product produces an allergic reaction. If you notice a reaction once you have started using the product, we recommend you stop using the product immediately and please contact us via email at info@rockmelan.com with the following details as soon as possible after noticing your reaction:

• your order;
• photos or images of the reaction;
• details of any symptoms experienced during or after your reaction;
• details of any medical treatment sought.

Returning products. When returning the products for any of the reasons set out above, you must post them back to us at the address advised to you in the Confirmation Email or as advised to you during communications with us.

When we will pay the costs of return. We will pay the costs of return:

 

1. if the products are faulty, damaged, missing in part, or misdescribed; or
2. if you are ending the contract because we have told you of an upcoming change to the product or these Terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

 

In all other circumstances you must pay the costs of return.

How we will refund you. If you are entitled to a refund under these Terms we will refund you the price you paid for the products by the method you used for payment. 

When your refund will be made. We will make any refunds due to you as soon as possible. Where possible, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

 

1. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS

We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these Terms will affect your legal rights. Please contact us using the contact details at the top of this page if you believe you have a defective product and you would like to exercise your rights as explained below.

Summary of Consumer Guarantees

This is a summary of the Consumer Guarantees you may be entitled to in relation to your purchase of products from us. These are subject to certain exceptions. For detailed information please visit the Australian Consumer Law website. 

If your product is physical goods, products must be of acceptable quality, as described, matching any demonstration or model provided, and fit for purpose. During the expected lifespan of your product, you may be entitled to the following:

1. for minor problems with the product, we may offer to replace the product or refund your purchase;
2. for major problems with the product, you may choose to reject the product and receive a refund or a replacement.  

The information in this box summarises some of your key rights. It is not intended to replace these Terms or any part of them, or the Australian Consumer Law or any part of them.

 

1. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

We provide our website without warranty. As far as the law allows, we provide our website, its content, and the interactive services "as-is" without any guarantees, conditions, or warranties. This includes both express and implied warranties about the operation of the website, the interactive services, and the information, materials, and products available on them. You should not rely solely on the information provided on the website or through the interactive services without first verifying it independently.

In line with the general statement above, we do not guarantee or make any promises regarding:

• the accuracy, timeliness, value, or completeness of any data or information found on the website or through the interactive services;
• the security of any information you send or receive through the website or the interactive services;
• that the website or interactive services will be uninterrupted, secure, or free from errors; or
• that the website or interactive services are or will be free from viruses, malware, or other harmful programs.

Limitation on our liability. To the extent the law permits, we will not be responsible for any damages or losses arising from your use of the website or interactive services. This includes all types of damages, such as direct, indirect, incidental, punitive, or consequential damages, as well as losses of data, income, or profit, property damage, or third-party claims.

If you use the products incorrectly. We will not be liable for any claims resulting from the incorrect or improper use of products or services offered or purchased through our website. This includes using products in a way that doesn't follow the provided instructions or in an unexpected or unreasonable way.

Your Consumer Guarantees. Some laws, such as the Australian Consumer Law, may provide guarantees or impose conditions on us that cannot be excluded, restricted, or modified except to a certain extent. For example, laws may guarantee that products are of acceptable quality or that services will be performed with care and skill, with specific remedies available if these guarantees are breached. Where these laws apply, these terms are subject to those legal protections, and nothing in these terms is meant to change or limit your rights under the law.

We are not your personal medical advisers. You acknowledge and agree that we are not your personal medical advisers and none of the information provided as part of or in connection with the products should be deemed or taken as advice or advisory services. Any information provided as part of the products is intended to provide general information only and is not personalised or specialised advice on which you should rely. 

We recommend you seek professional advice if needed. We strongly recommend you seek the services of competent medical professionals before taking any actions or making any decisions relating to your health, welfare, liabilities, responsibilities or affairs. We will not be liable or responsible for any actions or decisions, or the impacts of any actions or decisions, taken by you in connection with the products.  

Exposure to breach of Acceptable Use Policy. You understand and agree that you may be exposed to content and materials that violate our Acceptable Use Policy, a copy of which is available on our website, or for any other reason may be inappropriate, offensive or irrelevant to the products. Please note that whilst we take all reasonable precautions to mitigate this risk, we do not guarantee or warrant that the products, or any online space where we make all or part of the products available, will be free from content or materials that violate out Acceptable Use Policy, or for any other reason may be inappropriate, offensive or irrelevant to the products.