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Returns & Refunds Policy
Last updated: 14-09-2026
This policy applies to orders delivered within Australia. Please read it before purchasing by placing an order you accept these terms.
1. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes or modifies those rights. Sections 2 to 5 below describe additional remedies we offer voluntarily as a commercial courtesy.
2. CHANGE OF MIND 30 DAY STORE CREDIT OR EXCHANGE
There is no legal obligation to accept a return simply because you have changed your mind. We choose to offer one anyway.
If you change your mind within 30 days of delivery, we will issue store credit or an exchange. We do not offer cash refunds for change-of-mind returns.
Store credit is valid for 12 months from issue, is not transferable and cannot be redeemed for cash.
To qualify, the item must be:
Unworn, unwashed and unaltered
Free from make-up, deodorant, fragrance, pet hair, smoke and stains
In its original packaging with all tags and hygiene seals intact
Accompanied by proof of purchase
All change-of-mind return postage is at your expense. Original shipping charges are not credited.
3. EXCLUDED FROM CHANGE-OF-MIND RETURNS
The following are not eligible for change-of-mind store credit or exchange. This exclusion does not affect your rights under Section 1 if the item is faulty.
- Sale, clearance and Final Sale items (clearly marked at the time of purchase)
- Items purchased during flash sales or limited-time promotional events
- Underwear, swimwear and bodysuits where the hygiene seal has been removed
- Earrings and other pierced jewellery
- Custom-made, made-to-order or personalised items
- Gift cards and store credit
- Items marked "non-returnable" on the product page
4. HOW TO REQUEST A RETURN
Step 1 — Contact us first. Email Support@Marliva.com within the applicable window with your order number, the item, the reason, and clear photographs where relevant.
Step 2 — Wait for authorisation. We will assess your request and, if approved, send you a return authorisation number and the correct return address. Returns sent without authorisation, or to any address other than the one we provide in writing, will not be processed and cannot be credited or refunded.
Step 3 — Send the item. Pack it securely and use a tracked service. Send us the tracking number.
Step 4 — Inspection. All returns are inspected and photographed on arrival. We assess against the conditions in Section 2.
Step 5 — Outcome. Approved change-of-mind returns are credited within 5 business days of inspection. Approved refunds under Section 5 are processed within the same period, to the original payment method.
5. FAULTY, DAMAGED OR INCORRECT ITEMS
If an item is faulty, not as described, or you received the wrong item, we will make it right at our cost.
Transit damage or incorrect item: contact us within 7 days of delivery with photographs of the item, the fault and the outer packaging.
Faults appearing later in normal use: contact us as soon as the fault appears. Consumer guarantees apply for a reasonable period, which depends on the nature and price of the item.
Remedies:
- Major failure — you choose a refund or a replacement, and may keep the item and claim compensation for the drop in value
- Minor failure — we may choose to repair, replace or refund within a reasonable time
Where an item is faulty, we pay return postage and the cost of sending any replacement. Keep your postage receipt and we will reimburse it.
Not covered: damage from misuse, accident, neglect, alteration, failure to follow the care label, normal wear and tear, or damage occurring after delivery.
6. RETURN POSTAGE AND RISK
For change-of-mind returns, you bear the cost of postage and the risk of loss or damage in transit until the parcel reaches us. We cannot credit items we do not receive. If you use an untracked service and the parcel does not arrive, we are unable to assist.
Our returns are processed through our fulfilment centre. The return address will be supplied with your authorisation and may be located outside Australia.
7. REFUND PROCESSING
Where a refund is due, it is issued to the original payment method only. Once we release the refund, the time it takes to appear is set by your bank or payment provider:
Credit or debit card: 3–7 business days
PayPal: 3–7 business days
Afterpay / Zip: as per the provider's own terms
Partial returns: if returning an item brings your order below a free-shipping or multi-buy discount threshold, the corresponding shipping charge or discount value will be deducted.
If a refund has not appeared after 10 business days, check with your provider first, then contact us.
8. EXCHANGES
Exchanges are subject to stock availability.
Request via Support@Marliva.com with your order number and requested size
Where stock allows, we hold the item for 7 days pending arrival of your return
Return postage is at your expense; we cover postage on the replacement
One exchange per order
If your size is unavailable, we will issue store credit
9. REJECTED RETURNS
If a return does not meet the conditions in this policy, we will notify you within 7 business days with photographic evidence and offer to return the item to you at your cost or dispose of it free of charge. If we receive no instruction within 14 days of that notification, the item will be disposed of and no credit issued.
10. EXCESSIVE RETURNS
We monitor return activity. We may decline orders, cancel orders or withdraw access to the change-of-mind policy in Section 2 where we identify a pattern of excessive returns or use inconsistent with genuine consumer purchase. Your rights under Section 1 are unaffected.
11. GENERAL
The return period begins on the date the carrier records the parcel as delivered.
Except for the guarantees referred to in Section 1, and to the extent permitted by law, our liability in connection with any order is limited to the amount you paid for that order, and we are not liable for indirect or consequential loss.
Prices are in AUD and include GST where applicable.
12. CONTACT US
Marliva
Email: Support@Marliva.com
Customer service: Monday–Friday, 9:00am–5:00pm CET (approximately 5:00pm–1:00am AEST)
We aim to respond within one business day.
Registered business: Zorgverlening Sen, Waalstraat 2-12, 6826 BN Arnhem, Netherlands. KvK 73970093.
