Returns and Exchanges
We hope that you will be delighted with your beauty-full MECCA purchase. If you change your mind about your purchase, you are welcome to return your product to us within 90 days of your purchase date as follows:
- for a refund, the product returned must be in a new, unused and resaleable condition; and
- for an exchange or store credit, the product returned may be lightly sampled, opened or unwrapped.*
*Please note that due to the nature of the products, products which are part of the Sexual Wellness category must be unused, sealed and in their original packaging to be eligible for a change of mind return.
Products purchased from any of our tax-free stores (Tax-free Store) (Tax-free Purchase) are also subject to the following change of mind return conditions
- The Tax-free Purchase is eligible for a refund, exchange or store credit to the value of the purchase price paid at the Tax-free Store;
- The product condition requirements set out above continue to apply;
- Returns of Tax-free Purchases cannot be made by post; and
This section applies to change of mind returns only and does not limit your rights under the Australian Consumer Law or NZ Consumer Guarantees Law, which apply regardless of where you made your purchase (see the Consumer Guarantees section below).
If your product does not meet the above conditions, you will not be eligible for a change of mind return. To be able to return or exchange a product, you must provide a valid proof of purchase (including receipt, e-receipt, Beauty Loop account history or gift receipt).
This returns policy does not govern the return of any products (Third Party Products) purchased from a third party (Third Party Provider) within a MECCA store (including a MECCA Flagship store). The return of Third Party Products is governed by the terms and conditions of the respective Third Party Provider. Please see our Purchase Terms and Conditions for further information.
Notwithstanding anything stated above, your rights under Australian Consumer Law (if you made your purchase in Australia) or the Consumer Guarantees Act 1993 (NZ Consumer Guarantees Law) (if you made your purchase in New Zealand) will always override anything in this policy that contradicts them. Refer to ‘Consumer Guarantees’ (which can be accessed in full by clicking on the heading below) for further information.
See the FAQs section below if you wish to return a gift.
OPTION 1: IN-STORE
- Check that you meet the above return conditions
- You may return an item in person at any MECCA store.
OPTION 2: VIA POST
- Check that you meet the above return conditions.
- Find your order/receipt number.
- If you made your purchase online, it can be found on your confirmation/shipment email, and if you are a Beauty Loop member, in the My Orders section of your account.
- If you purchased in store, it can be found on your receipt.
- If you made your purchase in Australia:
- Please contact our Customer Care Team here and we'll generate your return label and help you to place the return.
- Print your Australia Post return label. Don't have a printer? You can print your label at the Post Office - just present your returns label email (on your phone) at an Australia Post outlet.
- Organise your free return. Package your items securely and attach the return label emailed to you.
- Drop off your return at any Post Office, Post Box or Parcel Locker.
- If you made your purchase in New Zealand:
- Please contact our Customer Care Team here and we’ll generate your return label and help you to place the return.
- Print your NZ Post return label. Don’t have a printer? You can print your label at your nearest public library. Please note that NZ Post Shops can’t print labels.
- Organise your free return. Package your items securely and attach the return label emailed to you.
- Drop off your return at your local NZ Post Shop, Post Box or Parcel Locker. If you can't drop your return off at your local NZ Post shop, you can also organise for a courier to pick up your item here: https://www.nzpost.co.nz/tools/bookapickup/address
Our products come with the consumer guarantees found in the Australian Consumer Law and the NZ Consumer Guarantees Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.
- In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
- If we reasonably consider that the product has a major failure under the Australian Consumer Law or NZ Consumer Guarantees Law (as applicable) (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonably foreseeable loss or damage.
If we reasonably consider that the product has a minor failure under the Australian Consumer Law or NZ Consumer Guarantees Law (as applicable) (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law, NZ Consumer Guarantees Law or any manufacturer’s warranty may not apply, and MECCA may choose not to provide a refund, exchange or repair (if applicable).
MECCA will require proof of purchase before providing a remedy under the Australian Consumer Law or NZ Consumer Guarantees Law (as applicable). Any remedies under the consumer guarantees can be claimed by you within a reasonable timeframe.
Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.
What can I use as proof of purchase
You may use any of the following as proof of purchase:
- Register receipt or e-receipt tax invoice
- Beauty Loop account order history
- Any other proof of purchase of the relevant product
What do you mean by ‘lightly sampled’?
‘Lightly sampled’ means a product may have some signs of minor wear or use, but must not be damaged unless you received the product in this condition.
I’ve received a product as a gift but it's not quite what I'm after. Can I return it?
Gifted products can be returned for an exchange or gift card within 90 days provided you have a gift receipt as your proof of purchase and the product is unused or only lightly sampled. Unfortunately, refunds are not available for gift returns.
For consumer guarantees issues with gifted products, please see the 'Consumer guarantees' section above.
How will I receive my refund?
All refunds will be processed via the original payment method. If you would like to return a product that was purchased using a MECCA Gift Card, your refund will be credited in the form of another MECCA Gift Card. A MECCA Gift Card has no expiry. See MECCA Gift Card T&Cs for more information. Costs of delivery, if any, will not be included in the refund.
How long will my return take?
For returns via post, products are typically taking 7 to 10 business days to reach our warehouse.
If you are in Australia: you will be able to track the delivery of your return via the Australia Post tracking number supplied when you book your return.
If you are in New Zealand: you will be able to track the delivery of your return via the NZ Post tracking number supplied when you book your return.
Once our warehouse receives your return, it will be processed within 7 to 10 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.
We apologise for any inconvenience this may cause, and we appreciate your patience as we work to process all returns as quickly as possible.
How do I return an item purchased with Afterpay?
In order to return an item purchased with Afterpay, you must check that you meet the above return conditions and, if so, you may return your item in-store or via post. For more information on Afterpay at MECCA, please see our Afterpay page.
How do I return an item purchased with Alipay?
In order to return an item purchased with Alipay, you must check that you meet the above return conditions and, if so:
- If you are in Australia: please contact our Customer Care team here and we’ll help you place your return.
- If you are in New Zealand: You may return your item in-store. Alternatively, you may contact our Customer Care Team here and we’ll help you place your return.
What if my order contained an aerosol?
When purchasing aerosols online, please be aware that they must be returned or exchanged instore. For further information, please contact our Customer Care team here.
- MECCA is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address and other identification details. Please refer to our Privacy Policy for further information about how we use your personal information
