Refund policy

Returns & Refunds

At MND Queensland, we want you to be happy with your purchase. This policy is in addition to your rights under the Australian Consumer Law.

Change of Mind

If you've changed your mind about your purchase, you may request a return within 30 days of receiving your order.

To be eligible for a change of mind return, the item must be:

Unused and in its original condition
In its original packaging with any tags attached
Accompanied by proof of purchase

Return postage costs for change of mind purchases are the responsibility of the customer unless otherwise agreed.

To request a return, please contact us at info@mndqld.org.au. Returns should not be sent until your request has been approved and you have received return instructions.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives. If your item is faulty, damaged, or you have received the wrong product, contact us as soon as possible at info@mndqld.org.au so we can assess the issue and arrange an appropriate remedy.

Under the Australian Consumer Law, you are entitled to a repair, replacement or refund for products that have a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Non-Returnable Items

Unless required under the Australian Consumer Law, we cannot accept returns for:

Personalised or custom-made products
Items that have been used or are not in their original condition
Personal care products where hygiene or health considerations apply

If you have any questions about whether your item is eligible for return, please contact us before making a purchase.

Sale Items

Sale or clearance items are not eligible for change of mind returns. However, if a sale item is faulty or does not meet the consumer guarantees under the Australian Consumer Law, you are still entitled to the appropriate remedy.

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome. If a refund is approved, it will be processed to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

If you have not received your refund within 15 business days of approval, please contact us at info@mndqld.org.au.