Refund policy
This Refund Policy (“Policy”) applies to all purchases from us, unless stated otherwise.
Customer Satisfaction Is My Priority
At Chef Mel Pty LTD, customer satisfaction is our priority.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
Response Time
We aim to process any requests for replacements or refunds within 5 days of having received them.
Australian Consumer Law
Under the Australian Consumer Law:
- Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
- For major failures with the service, you are entitled:
to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. - If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.
- If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
Change Of Mind
In the event that you receive the products or services which you purchased, as stated, but you simply change your mind, we may, at our discretion, offer you a refund or exchange provided that:
You notify us within 5 days of receipt.
In the case of products, you return the said product in its original packaging.
In the case of products, the said product has not been used.
In the case of products, the said product has not been damaged.
In the case of services, the services have not already been performed.
Please note: We cannot provide a refund for eBooks or Digital downloads for any reason.
The following additional conditions are satisfied:
If your product has been damaged during transit by for eg., Australia
Post (through no fault of Chef Mel or her team) your first point of complaint must
be with Australia Post.
We only provide refunds for changes of mind in relation to some products or services. In particular, we provide refunds for changes of mind in relation to the following products or services:
Our refunds are minimal. However we pride ourselves on high levels of customer satisfaction.
If on receipt of your order you are unhappy for whatever reason, please do not hesitate to contact me directly on mel@chefmel.me
Products Damaged During Delivery
In the event that a product which you ordered is damaged during delivery:
Please contact us as soon as possible.
Please take a photo of the damaged item to provide on request
Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: 48 hours
Exceptions
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:
You misused the said product in a way which caused the problem.
You knew or were made aware of the problem(s) with the product or service before you purchased it.
You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
Any other exceptions apply under the Australian Consumer Law.
Shipping Costs For Returns
In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.
If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
How To Return Products
You may contact us to discuss a return using the details at the end of this Policy. Please ensure you have a photo of the goods if they have arrived damaged.
We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
You may return products to the following address:
32 Davidson Street
Newmarket
Queensland
4051
Australia
(10) Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:
E: mel@chefmel.me
M: 0434220796
Returns accepted if we are notified within 5 days of items arrival, you must then return within 14 days in the original packaging, in perfect condition for a full refund. Please pay for postage.
Should you receive your product, course or service, and simply change your mind, you must notify us within 5 days of the items delivery or arrival. We will then, at our discretion, offer you a refund, partial refund, or an exchange provided that you have notified us by email to mel@chefmel.me
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at mel@chefmel.me. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at mel@chefmel.me.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mel@chefmel.me.