Last updated: 2 February 2026
This Return & Refund Policy explains the conditions under which returns, refunds, exchanges, replacements, and related requests are handled for purchases made through Millvera Australia, operated by Ecomeran LLC.
By placing an order on our website, you agree to the terms outlined in this policy.
Nothing in this policy excludes rights that may apply under Australian Consumer Law (ACL).
1. Returns Summary
If you are not satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below. You must notify us by email or phone and provide the reason for the return.
Once an approved return is received and inspected, the purchase amount will typically be refunded to the original payment method within 7 business days.
Returns
Returns may be accepted for both defective and non-defective products, subject to eligibility requirements.
Exchanges
Exchanges are available depending on stock availability and the nature of the request.
Item Condition
Items must be new, in original condition, and in original packaging.
Return Window
30 days from the date of delivery.
Return Method
Returns must be sent by mail.
Return Shipping Label
Customer responsibility.
Restocking Fees
No restocking fees are charged.
2. Return Eligibility
You may request a return within 30 days of receiving your order, provided that all of the following apply:
- The item is unused and in original condition
- The item is returned in original packaging where reasonably possible
- The return request is submitted within the 30 day return window
- The return is approved before being sent back
Returns that do not meet these conditions may be refused for change of mind requests.
Items damaged due to misuse, accidental damage, improper handling, or failure to follow instructions are not eligible for voluntary return or refund.
3. How to Request a Return
To initiate a return, please contact us first at support@millvera.com.
Returns sent without prior approval may not be accepted or processed.
When contacting us, please include:
- Order number
- Reason for the return
- Relevant details about the issue
- Photos or videos if the item is damaged, defective, or incorrect
Once your request is reviewed, we will provide further instructions.
4. Return Shipping Costs
Customers are responsible for return shipping costs for standard change of mind returns. Return shipping costs are non refundable.
We are not responsible for lost, delayed, or undelivered return shipments. We strongly recommend using a tracked shipping method.
5. Non Returnable Items
The following items may not be eligible for return for hygiene, safety, or product integrity reasons unless faulty or required by law:
- Opened hygiene or personal care products
- Used items showing signs of wear after delivery
- Items returned outside the stated return window
- Customised or personalised items
- Perishable goods where applicable
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, not as described, or incorrect, please contact us at support@millvera.com within a 30 days after delivery.
Please include:
- Your order number
- A short description of the issue
- Clear photos or videos where possible
After review, we will provide an appropriate solution. Where required under applicable law, this may include:
- Repair
- Replacement
- Refund
Return shipping costs for confirmed faults may be covered where legally required.
7. Australian Consumer Law (ACL)
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This policy operates in addition to, and not instead of, your rights under Australian Consumer Law (ACL).
8. Refunds
Once an approved refund is confirmed, refunds are issued to the original payment method used at checkout unless otherwise required by law.
Please allow up to 7 business days for the refund to be processed after approval. Bank or payment provider processing times may vary.
9. Exchanges
Exchanges are handled on a case by case basis and are subject to stock availability. If an exchange is not possible, another suitable resolution may be offered.
10. Cancellations
Orders may be cancelled within 24 hours after being placed, provided the order has not yet entered processing or been shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible.
Please refer to our Terms & Conditions for further information.
11. Lost or Delayed Orders
If your order appears delayed or has not arrived within the estimated delivery timeframe, please first check the tracking status via our Track Your Order page.
If the issue persists, please contact us so we can investigate with the carrier.
Any replacement or refund eligibility will be assessed in line with our Shipping & Delivery Policy and applicable law.
12. Policy Updates
We may update or modify this policy at any time. Changes take effect upon publication on this page.
Contact Information
If you have any questions about our Return & Refund 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.
