RETURNS AND EXCHANGES

Due to the COVID-19 situation, we have made some updates to our returns policy;

IN-STORE

We can now receive and process your returns in select stores that have reopened. Please see our Store Locator for details around store locations and trading hours.

VIA POST

You can complete your free return via post following the instructions outlined below. To ensure the health and safety of our teams, all incoming returns will now be quarantined for 72 hours before processing. Therefore, the current timeline for returns via post is as follows:

  • Returns typically take 2 – 7 days to reach our warehouse
  • Once our warehouse receives your return, it will be processed within 4 – 7 business days
  • Your bank may take a further 3 – 5 days to clear the funds back into your account

We apologise for any inconvenience this may cause. Our Customer Service team are on hand to answer any queries you may have on 1800 007 844.


RETURNS POLICY

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.

  • Refund - if product returned is in a new, unused and resaleable condition
  • Exchange/store credit - if product returned has been lightly sampled, opened or unwrapped

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).


HOW TO MAKE A RETURN

OPTION 1: IN-STORE

  1. Check that you meet the above return conditions.
  2. Excluding items purchased with Afterpay, you may return an item in person at any Mecca Cosmetica, Mecca Maxma or MECCA store. Please note: purchases made using Afterpay cannot be refunded in store and must be returned via post (see Option 2 below). However Afterpay purchases can be returned in store for an exchange or gift card credit.

OPTION 2: VIA POST

  1. Check that you meet the above return conditions.
  2. Find your order/receipt number.
    • If you purchased online, it can be found on your confirmation/shipment email, and if you are a Beauty Loop member, in the My Orders section of My Account.
    • If you purchased in store, it can be found on your receipt.
  3. Please contact our Customer Experience Team on 1800 007 844 and we'll generate your return label and help you to place the return
  4. 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.
  5. Organise your free return. Package your items securely and attach the return label emailed to you.
  6. Drop off your return at any Post Office, Post Box or Parcel Locker.

CONSUMER GUARANTEES

Our products come with the consumer guarantees found in the Australian Consumer 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 consider that the product has a major failure under the Australian Consumer Law (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 reasonable foreseeable loss or damage.
  • If we consider that the product has a minor failure under the Australian Consumer Law (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 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.

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.


FAQs

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 or eGift Card, your refund will be credited in the form of another MECCA Gift Card. A MECCA Gift Card has no expiry. Costs of delivery, if any, will not be included in the refund.

How long will my return take?

Due to the COVID-19 situation, and the need for incoming returns to be quarantined for 72 hours, returns are taking a little longer than usual.

For returns via post, products typically take 2 to 7 business days to reach our warehouse. You will be able to track the delivery of your return via the Australia Post tracking number supplied when you book your return. Once our warehouse receives your return, it will be processed within 4 to 7 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.

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, make the return via post in accordance with Option 2 above. 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, make the return in person at any Mecca Cosmetica, Mecca Maxima or MECCA store, excluding MECCA at Myer. To receive a refund for any cancelled Service Bookings, please visit any Mecca Cosmetica, Mecca Maxima or MECCA store, excluding MECCA at Myer.

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 Service team on 1800 007 844.


PRIVACY

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. The Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with the MECCA Privacy Policy