Returns & Refund Policy
Last updated: 17 March 2026
This Returns & Refund Policy applies to purchases made from Melbourne Apothecary Group Pty Ltd trading as BURLY ("Burly", "we", "us" or "our").
Australian Consumer Law
Our products come with guarantees that cannot be excluded under 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.
Change of Mind Returns
We do not offer refunds for change of mind.
At our discretion, we may offer a store credit or exchange where:
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the request is made within 14 days of delivery
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the product is unused
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the product is returned in original condition and packaging
Shipping costs for change of mind returns are the responsibility of the customer.
Faulty or Damaged Products
If you believe a product is faulty or damaged, please contact us as soon as possible.
We may request:
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your order number
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photos of the product
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a description of the issue
Once assessed, we will provide an appropriate remedy which may include replacement, repair, store credit or refund.
Incorrect Orders
If you receive an incorrect item, please contact us within 7 days of delivery.
We will arrange a replacement or refund where applicable.
Return Process
To request a return, please contact:
info@burly.online
Please include:
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order number
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full name
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details of the return request
Returns must not be sent without prior approval.
Refund Processing
Approved refunds will be issued to the original payment method where possible.
Refund processing times may vary depending on your payment provider.
Non-Returnable Items
For hygiene reasons, we may not accept returns on products that have been opened or used unless faulty.
Policy Updates
We may update this policy from time to time.
Continued use of our services constitutes acceptance of the updated policy.