Last Updated: March 2026
Introduction
At Menolae, we take pride in the quality of every product we sell. If you are not completely satisfied with your purchase, this policy explains your options, our obligations, and the process for returns, refunds, and warranty claims.
Menolae is a brand operated by a company registered in the United Kingdom, selling to customers in Australia and internationally. Nothing in this policy limits, excludes, or modifies any right or remedy you are entitled to under the Australian Consumer Law (ACL), as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our commercial guarantees are offered as additional benefits on top of your statutory rights.
For all return and refund enquiries, please contact us at support@menolae.com.
1. Our Two Customer Protections at a Glance
| Protection | Timeframe | Eligible Remedy |
|---|---|---|
| 90-Day Money-Back Guarantee | Within 90 days of delivery | Full refund to original payment method |
| 1-Year Product Warranty | Within 12 months of delivery | Brand-new replacement product |
| ACL Statutory Rights | As required by law | Refund, replacement, or repair |
These protections operate independently of one another and are each explained in full below.
2. Eligibility for Returns
To be eligible for a return under our Money-Back Guarantee, the following conditions must be satisfied:
- The return request is submitted within 90 days of the confirmed delivery date;
- The item is unused, unworn, and unwashed;
- All original tags, packaging, and accessories are included;
- The item is returned in the same condition in which it was received;
- A valid proof of purchase (order confirmation or receipt) is provided;
- You have contacted us at support@menolae.com and received written return authorisation before sending anything back.
Returns that do not satisfy these conditions will not be accepted and may be returned to the sender at their expense.
Please note: Items marked as Final Sale or Personalised are not eligible for return or refund under our Money-Back Guarantee unless the item is faulty, defective, or not as described — in which case your rights under Australian Consumer Law continue to apply regardless.
3. 90-Day Money-Back Guarantee
If you are not fully satisfied with your purchase for any reason, you may request a full refund within 90 days of the date of delivery, provided the eligibility conditions in Section 2 are met.
Remedy: A full refund will be issued to your original payment method once the returned item has been received and inspected at our warehouse.
Return Shipping: The cost of return shipping under this guarantee is the sole responsibility of the customer. We do not provide free returns for change-of-mind or satisfaction-based return requests. We strongly recommend using a trackable shipping service, as Menolae is not responsible for items lost or damaged in transit during the return journey.
Restocking: No restocking or processing fees apply to returns made under this guarantee, provided the item is returned in its original, unused condition.
This guarantee is an additional benefit provided by Menolae and does not replace or limit any rights you hold under Australian Consumer Law.
4. 1-Year Product Warranty
All Menolae products are covered by a 1-Year Limited Warranty from the date of delivery against defects in materials and workmanship under normal use conditions.
Remedy: If a valid warranty claim is approved, we will dispatch a brand-new replacement product to you at no charge. The sole remedy provided under this warranty is a like-for-like product replacement. No monetary refund is issued under this warranty.
This warranty covers:
- Manufacturing defects present at the time of delivery or arising under normal use within 12 months of delivery;
- Faults in materials or workmanship not attributable to external misuse or damage.
This warranty does not cover:
- Damage caused by misuse, neglect, accident, or unauthorised modification;
- Normal wear and tear;
- Damage resulting from failure to follow product care or usage instructions;
- Cosmetic damage that does not affect the core functionality of the product.
How to make a warranty claim: Email us at support@menolae.com with your order number, a clear description of the defect, and supporting photographs. Our team will assess your claim and respond within 2–3 business days.
This warranty is offered as an additional benefit and does not limit, exclude, or replace any rights you hold under Australian Consumer Law.
5. Faulty, Defective, or Incorrectly Supplied Products
If you receive a product that is faulty, defective, unsafe, or not as described, your rights under Australian Consumer Law apply independently of — and in addition to — our Money-Back Guarantee and Warranty Policy.
Under the ACL:
- If the product has a major failure, you are entitled to choose a full refund or a replacement;
- If the product has a minor failure, we will provide a repair, replacement, or refund as appropriate;
- Your ACL rights are not subject to a fixed expiry period — they persist for as long as a reasonable consumer would expect the product to last.
Please contact us within 5 days of delivery if you receive a damaged, defective, or incorrect item. Include clear photographs, your order number, and a description of the issue. While we will assess claims submitted after this period, prompt notification allows us to resolve your issue as efficiently as possible.
Return shipping for faulty, defective, or incorrectly supplied items is covered by Menolae. Do not return any item without first contacting us at support@menolae.com and receiving written authorisation and a confirmed return address.
6. Return Process
To initiate any return — whether under the 90-Day Guarantee, 1-Year Warranty, or your ACL rights — follow the steps below:
- Contact us at support@menolae.com with your full name, order number, reason for return, and supporting photographs where relevant;
- Await written authorisation — our team will review your request and respond within 2–3 business days. Do not send your return until you have received written approval and a confirmed return address;
- Pack your item securely in its original packaging where possible. Include your order number and contact details inside the parcel;
- Ship to our Asia warehouse — the specific address will be provided upon authorisation. All returns must be sent to this location regardless of return reason. Returns sent to any other address will be refused;
- Provide your tracking number — once dispatched, email your tracking details to support@menolae.com so we can monitor your return.
7. Return Shipping Costs — Summary
| Return Reason | Who Pays Return Shipping? |
|---|---|
| Change of mind / dissatisfaction (90-Day Guarantee) | Customer |
| Faulty or defective product | Menolae |
| Product not as described | Menolae |
| Incorrect item received | Menolae |
| Confirmed warranty defect | Menolae |
We do not offer free returns for change-of-mind or satisfaction-based requests. Where Menolae covers return shipping, we will either provide a prepaid label or reimburse reasonable, documented postage costs. Please confirm all shipping arrangements with our team before incurring any costs to ensure eligibility for reimbursement.
8. Refund Processing
Once your returned item has been received and inspected at our warehouse, we will notify you of the outcome within 3–5 business days.
If your refund is approved:
- The refund will be issued to your original payment method within 5–10 business days of approval;
- If the original payment method is unavailable, we will arrange an alternative in consultation with you;
- A confirmation email will be sent once the refund has been processed.
Timeframes for funds appearing in your account may vary depending on your bank or payment provider. Menolae is not responsible for delays caused by third-party financial institutions once a refund has been issued.
Partial refunds may be issued where an item is returned in a condition that is not original, shows signs of use, or where only part of an order is being returned.
Original shipping costs are non-refundable unless the return is the result of our error or a product fault.
9. Order Cancellations
Orders may be cancelled only if they have not yet been dispatched. Once an order has been processed and handed to the carrier, it cannot be cancelled. In this case, you will need to await delivery and initiate a return in accordance with this policy.
To request a cancellation, contact us immediately at support@menolae.com with your order number. We will confirm whether cancellation is still possible.
Where an order contains multiple items shipped separately, each shipment must be addressed individually.
10. Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This policy does not exclude, restrict, or modify any right or remedy you are entitled to under the Australian Consumer Law or any other applicable legislation that cannot lawfully be excluded. Our 90-Day Money-Back Guarantee and 1-Year Product Warranty are offered in addition to — not instead of — your statutory consumer rights.
If you believe your ACL rights have not been upheld, you may contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or your relevant state or territory consumer protection agency.
11. Contact Us
Email: support@menolae.com Response Time: Within 1–2 business days Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Our support team is available to assist with any return, refund, or warranty enquiry. We are committed to resolving all matters promptly, fairly, and in full compliance with your consumer rights.
This policy is subject to periodic review. The version published on our website at the time of your purchase applies to your order. Menolae is a brand operated by a UK-registered company. All transactions are subject to applicable consumer protection laws, including the Australian Consumer Law for customers purchasing in Australia.