Mahlie’s Mission is committed to providing high‑quality resources and ensuring families, clinicians, and supporters feel confident when ordering from us. This Refunds & Returns Policy explains how we handle returns, replacements, and refunds for physical items purchased through our website or directly from our organisation.

This policy applies to all orders of diagnosis folders, printed resources, merchandise, and bulk clinician packs.

1. Our Commitment to You

We want every order to arrive safely, accurately, and in excellent condition. If something goes wrong, we will work with you to resolve it promptly and respectfully.

This policy is designed to be fair, transparent, and aligned with Australian Consumer Law.

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2. Eligibility for Returns or Replacements

We accept returns or replacements for the following situations:

 

Damaged Items

If your order arrives damaged, we will replace the item at no cost once you notify us within 7 days of delivery.

 

Incorrect Items Sent

If we send the wrong item, we will correct the order promptly and cover all return shipping costs.

 

Defective Products

If an item is faulty or unusable, we will replace it or provide a refund as appropriate.

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3. Items Not Eligible for Return

To protect families, maintain hygiene standards, and ensure fairness, we cannot accept returns for:

• change of mind

• opened or used printed resources

• personalised or customised items

• digital downloads

• items provided free as part of a pilot or grant‑funded program

 

Diagnosis Folders and printed resources are considered information products, and once opened, they cannot be resold or redistributed.

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4. Timeframes for Lodging a Request

Please contact us within:

• 7 days of receiving a damaged or incorrect item

• 14 days of identifying a defect

• 30 days for bulk clinician orders (due to larger quantities)

 

Requests made outside these timeframes may not be eligible for replacement or refund.

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5. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us with:

• your name

• order number

• description of the issue

• photos (if the item is damaged or incorrect)

 

Email: info@mahliesmission.org.au

Location: Tasmania, Australia

 

We will respond as promptly as possible and guide you through the next steps.

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6. Return Shipping Costs

Return shipping costs depend on the situation:

• We cover costs for damaged, defective, or incorrect items

• You cover costs for any return not covered under Australian Consumer Law

 

We will always communicate clearly about any costs before proceeding.

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7. Refunds

Refunds may be issued when:

• a replacement is not possible

• an item is defective

• an incorrect item cannot be corrected

• required under Australian Consumer Law

 

Refunds are processed to the original payment method. Processing times may vary depending on your bank or payment provider.

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8. Donations

Donations to Mahlie’s Mission are non‑refundable, except where required by law. If a donation was made in error, please contact us as soon as possible so we can review the situation.

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9. Bulk & Clinician Orders

Bulk orders for clinicians, hospitals, or community organisations may be eligible for:

• partial replacements

• item‑specific refunds

• extended reporting timeframes

 

Due to the nature of bulk orders, we may request additional information to assess the issue.

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10. Items Lost in Transit

If your order does not arrive within the expected timeframe:

• we will investigate with the carrier

• we may issue a replacement once the parcel is confirmed lost

• we may request confirmation of your delivery address

 

We will always support families and clinicians through this process.

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11. Australian Consumer Law

Nothing in this policy replaces your rights under the Australian Consumer Law (ACL). You may be entitled to a repair, replacement, or refund if a product:

• is faulty

• is not as described

• does not meet acceptable quality standards

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12. Contact Us

If you have questions about returns, refunds, or replacements, please contact:

Mahlie’s Mission

Email: info@mahliesmission.org.au

Location: Tasmania, Australia

 

We are here to help.

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13. Legal Disclaimer

This Refunds & Returns Policy is provided for general information purposes only. While Mahlie’s Mission takes reasonable steps to ensure accuracy, this document does not constitute legal advice. For advice specific to your circumstances, please consult a qualified legal professional.