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RETURNS POLICY

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Thank you for shopping with Mary Valley Essence! We strive to provide our customers with high-quality products, and your satisfaction is our top priority. If you are not completely satisfied with your purchase, we’re here to help. Please review our Returns Policy below for more information on how to return or exchange your items.

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1. Returns

We accept returns for most items purchased directly from our online store within 14 days of receiving your order. To be eligible for a return, your item must:

  • Be unused and in the same condition that you received it.

  • Be in the original packaging with all tags and labels attached.

  • Be in the same condition that your received it in

  • Be accompanied by proof of purchase (order number or receipt).

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2. Non-Returnable Items

Some products are exempt from being returned, including:

  • Sale or clearance items (unless faulty)

  • Gift cards

  • Custom or personalized products

  • Perishable goods (e.g., items with a limited shelf life)

If you believe that an item is faulty, damaged, or incorrect, please contact us immediately.

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3. Returns Process

To initiate a return:

  1. Contact Us: Reach out to our customer service team at info@maryvalleyessence.com.au with your order number and reason for the return.

  2. Return Authorization: We will provide you with a Return Authorization (RA) number and instructions for returning the item. Please ensure the RA number is clearly visible on the returned package.

  3. Package Your Item: Carefully package the item in its original packaging to prevent damage during transit and include a copy of the original order receipt. 

  4. Return Shipping: We will provide a pre-paid return label to cover the cost of return shipping. Please notify us within 14 days of receiving a damaged or faulty item to ensure we cover the shipping costs.

  5. Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund or exchange.

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4. Exchanges

We do not offer exchanges for change of mind. If you are dissatisfied with your purchase or have received a faulty or damaged item, we recommend following the return procedure outlined above for an exchange or refund. Once your return is processed, we will ship the new item to you, subject to availability.

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5. Refunds

If your return is approved, we will process your refund to the original payment method used during the purchase. Please allow [X] business days for the refund to appear in your account, depending on your payment provider’s processing times.

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6. Damaged or Faulty Items

If you receive an item that is damaged or faulty, please contact us immediately. We will provide you with a pre-paid return label for the return shipping and ensure that you receive a full refund or replacement. Please take photos of any damages and include them in your communication with us.

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7. Late or Missing Refunds

If you haven’t received your refund yet, please:

  1. Check with your bank or credit card company, as there may be processing delays.

  2. Contact us at info@maryvalleyessence.com.au for assistance.

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8. Customer Service

If you have any questions about the returns process, or if you would like further assistance, please contact our customer service team at:

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Mary Valley Essence
Email: info@maryvalleyessence.com.au
Phone: 0402 231 336
Address: P.O. Box 73, Kenilworth QLD 4574

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Additional Notes:​

  • Refund Processing Time: Depending on your payment method, it may take several business days for refunds to be processed and reflected in your account.

  • Changes to Policy: This policy is subject to change at any time without notice. Any updates will be posted on this page.

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Last updated: 12/11/2024​

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