Refund policy
Table of Contents
1. Order Cancellation
Before Processing
If you need to cancel an order because you have changed your mind or made an ordering error, please contact us as soon as possible.
A 10% cancellation fee applies to eligible change-of-mind cancellations made before the order has been packed and processed. This helps cover administrative and payment-processing costs associated with the cancelled transaction.
This cancellation fee does not apply where the cancellation results from an error by Millevita, an inability to supply the ordered product, or where a different remedy is required under Australian Consumer Law.
After Processing
Once an order has been packed and its shipping label has been created, we may no longer be able to accept a change-of-mind cancellation.
If the parcel has already been dispatched, it cannot be cancelled or recalled through this policy. Where eligible, you may request a change-of-mind return after receiving the order in accordance with the conditions below.
2. Change-of-Mind Returns
Millevita offers eligible customers a voluntary 30-day change-of-mind return period from the date of purchase.
To qualify for a change-of-mind return, the product must:
- be unopened and unused;
- remain fully sealed;
- be in its original packaging;
- be in clean, undamaged and resalable condition; and
- not fall within one of the exclusions listed below.
All change-of-mind returns must be authorised by Millevita before being sent back.
Restocking Fee
A 30% restocking fee applies to eligible change-of-mind returns.
The restocking fee does not apply where the product is faulty, damaged, materially different from what was ordered, incorrectly supplied by Millevita, or where applying the fee would be inconsistent with your rights under Australian Consumer Law.
3. Faulty, Damaged or Incorrect Products
If your order arrives damaged, contains an incorrect product, or you believe a product is faulty or does not meet an applicable consumer guarantee, please contact us as soon as reasonably possible.
We may ask you to provide information reasonably required to assess the issue, such as:
- your order number;
- photographs of the product or parcel;
- batch or expiry information where relevant; and
- a description of the problem.
Depending on the circumstances and applicable Australian Consumer Law, an appropriate remedy may include a replacement, refund or another remedy available under law.
Our change-of-mind conditions, 30-day change-of-mind period, restocking fee and unopened-product requirement do not limit any rights you may have under Australian Consumer Law.
4. Change-of-Mind Exclusions
For health, hygiene, safety and product-integrity reasons, the following products are not eligible for a change-of-mind return:
- opened or used products;
- probiotics and prebiotics;
- temperature-sensitive products;
- compounded products;
- special-order products;
- gift cards; and
- sale or clearance products.
These exclusions apply to voluntary change-of-mind returns only. They do not exclude or restrict any remedy that you may be entitled to under Australian Consumer Law where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
5. Return Shipping
Change-of-Mind Returns
Customers are responsible for the cost of returning products accepted under our voluntary change-of-mind policy.
If an exchange is approved, additional delivery charges may apply to sending the replacement product.
Faulty or Incorrect Products
Where a product is confirmed to have a problem covered by Australian Consumer Law, reasonable return costs will be handled in accordance with your rights under the Australian Consumer Law.
If Millevita sent you the incorrect product, please contact us before returning it so that we can provide appropriate return instructions.
Please retain any postage or transport receipts where reimbursement of reasonable return costs may be applicable.
6. How to Start a Return
Please contact Millevita before sending any product back so that we can provide the correct return instructions and identify the returned parcel when it arrives.
When contacting us, please include your order number and a brief explanation of the reason for the return.
- Email: info@millevita.com.au
- Phone: +61 400 670 991
Please do not send an unauthorised return without first contacting us. Doing so may delay identification and processing of the parcel.
We also recommend that you do not simply mark a parcel “Return to Sender”, as this may delay or interfere with the return reaching us correctly.
7. Refund Processing
Where a refund is approved, we aim to process it within 7 business days.
Refunds are generally returned to the original payment method unless another method is required or agreed.
After we issue a refund, your bank, card provider or payment service may require additional time before the funds appear in your account. These processing times are outside Millevita's control.
Late or Missing Refunds
If we have confirmed that your refund has been processed but it has not appeared in your account:
- check the account associated with your original payment method;
- check with your card provider or payment service to confirm whether the refund is pending;
- contact your bank if necessary; and
- if you still cannot locate the refund, contact Millevita and include your order number.
Email:
info@millevita.com.au
Phone:
+61 400 670 991
8. Return Address
Approved returns should be sent to:
Millevita Returns
Unit 4, 15–17 Gladstone Street
North Parramatta NSW 2151
Australia
Please note: This location is commercial only and is not open to the public. Returns must be arranged with us before being sent.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Last Updated: 3 September 2026
