Last updated: 2 February 2026
At Millvera Australia, we are committed to treating customers fairly and complying with the Australian Consumer Law (ACL).
The ACL provides important protections for consumers when purchasing goods and services in Australia. These rights apply in addition to any policies offered on our website, including our Return & Refund Policy and Terms & Conditions.
Nothing on this page excludes, restricts, or replaces any rights you may have under Australian law.
1. Consumer Guarantees
Under the Australian Consumer Law, products supplied to consumers come with guarantees that cannot be excluded.
This generally means products must be:
- Of acceptable quality
- Safe and durable
- Free from defects where reasonably expected
- Fit for their normal purpose
- Match their description and images in all material respects
- Arrive within a reasonable time where delivery is involved
If a product does not meet one or more of these guarantees, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.
2. Major Failures
A product may be considered to have a major failure if:
- It would not have been purchased had the problem been known
- It is significantly different from the description or sample shown
- It is substantially unfit for its normal purpose and cannot easily be fixed
- It is unsafe
- It has multiple serious problems
Where a major failure occurs, you may choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage.
3. Minor Failures
If the issue is not considered a major failure, we may choose to repair the product within a reasonable time.
If the repair is not completed within a reasonable time, you may then be entitled to a replacement or refund where required by law.
4. Change of Mind Returns
Australian Consumer Law does not require businesses to provide refunds for change of mind purchases.
However, Millvera Australia may offer voluntary change of mind returns in certain cases under our Return & Refund Policy.
Please review that page for eligibility conditions and return requirements.
5. Damaged, Incorrect, or Faulty Items
If your item arrives damaged, incorrect, faulty, or not as described, please contact us as soon as possible so we can help resolve the issue.
To speed up the process, please include:
- Your order number
- A short explanation of the issue
- Clear photos or videos where possible
Please contact us at support@millvera.com or through our Contact Us page.
6. Proof of Purchase
To assess a claim, we may request reasonable proof of purchase, such as:
- Order confirmation email
- Receipt
- Transaction record
- Order number
7. Delivery Issues
If an order is lost, significantly delayed, or not delivered within a reasonable time, please contact us so we can investigate and provide assistance in line with applicable law and our Shipping & Delivery Policy.
8. Our Commitment
We aim to handle all customer concerns fairly, promptly, and respectfully. Where a product issue is confirmed, we will work with you to provide an appropriate resolution under Australian Consumer Law.
Contact Information
If you have any questions about our Australian Consumer Law Policy, you may contact us through the information below:
We aim to answer phone calls during business hours and respond to emails within 24 business hours.
Customer Service Hours (AEST - Australian Eastern Standard Time):
Mon - Fri: 9:00 a.m. – 5:00 p.m.
Sat - Sun: Closed
Email: support@millvera.com
Phone: +61 2 9099 5846
Shop Name: Millvera Australia
Company Name: Ecomeran LLC
Company Registration Number: 2025-001833907
EIN Number: 37-2227785
Address: 1309 Coffeen Avenue STE 18663, Sheridan, Wyoming 82801, United States
You may also contact us through our Contact Us Page.
