Return Policy

Last updated: 13 March 2025

This Return Policy ("Policy") describes in detail how you can return products purchased from Reliablechmalliu ("we", "us", "our") and how we process refunds and replacements. It applies to all purchases made through our website https://reliablechmalliu.world (the "Website") and should be read together with our Terms of Service. This Policy does not replace or limit your statutory rights under the Australian Consumer Law (ACL) or other applicable law. Nothing in this Policy excludes, restricts, or modifies any guarantee, warranty, or right you have under the ACL or other law that cannot be excluded by agreement. If you have any questions, please contact us using the details below.

1. Contact details

Business name: Reliablechmalliu

Address: Dining Precinct, Shop 403, Australia Square, level 4/264 George St, Sydney NSW 2000, Australia

Email: help@reliablechmalliu.world

Phone: +61 2 9299 2858

For all return and refund requests, please contact us by email or phone. When you contact us, please provide your order number (from your order confirmation email), the name of the product(s) you wish to return, the reason for the return (e.g. change of mind, fault, wrong item), and, where relevant, a brief description or photos. This will help us process your request quickly.

2. Your rights under the Australian Consumer Law

Our goods are supplied with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). The following is a summary of your key rights; it is not a complete statement of the law.

2.1 Consumer guarantees

Under the ACL, our goods come with statutory consumer guarantees. For example, the goods must be of acceptable quality, fit for any disclosed purpose, match their description, and match any sample or demonstration model. If we fail to meet a consumer guarantee, you may have rights to a remedy.

2.2 Major failure

If there is a "major failure" in relation to the goods, you are entitled to reject the goods and choose either a refund or a replacement. A major failure includes (among other things): the goods would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure; the goods are significantly different from their description or from a sample or demonstration model; the goods are substantially unfit for a purpose for which goods of that kind are commonly supplied and cannot easily be made fit; or the goods are unsafe. If you are entitled to a refund for a major failure, we will refund any amount you have paid (including delivery charges) and you must return the goods to us. We will typically cover the cost of return delivery for a major failure; we will advise you when you contact us.

2.3 Non-major failure

If the failure does not amount to a major failure, you may be entitled to have the goods repaired or replaced. If we do not repair or replace the goods within a reasonable time, or if the repair or replacement is not done properly, you may be entitled to a refund or to reject the goods and get a refund. We will work with you to resolve the issue in accordance with the ACL.

2.4 Compensation

You may also be entitled to compensation for any other reasonably foreseeable loss or damage resulting from our failure to comply with a consumer guarantee. This Policy does not limit those rights.

3. Voluntary 14-day return (change of mind)

In addition to your statutory rights under the ACL, we offer a voluntary return option for customers who change their mind. This is a goodwill policy and does not affect your ACL rights.

3.1 Eligibility and conditions

If you simply change your mind (i.e. there is no fault with the product and the product meets the consumer guarantees), you may request a return within fourteen (14) days of the date of delivery, subject to the following conditions:

• The product must be unused, unopened, and in the same condition and packaging in which you received it. We cannot accept returns of opened or used food supplement products for change of mind due to hygiene and safety reasons. The seal (if any) must be intact.
• You must contact us within 14 days of delivery to request a return authorisation. We will confirm whether the return is accepted and will provide you with return instructions (including the return address and any reference number to include).
• You are responsible for the cost of returning the product to us unless we agree otherwise in writing. We recommend that you use a trackable and insured delivery method so that you can prove that the product was sent and received.
• We reserve the right to refuse a change-of-mind return if the product has been opened, used, damaged, or if the packaging is not in a resalable condition. We may also refuse if we suspect abuse of this policy.

3.2 Refund for change of mind

Once we receive the returned product and have verified that it meets the conditions above, we will process a refund of the purchase price you paid for the product. Unless we agree otherwise, the original delivery cost (if any) is non-refundable for change-of-mind returns. The refund will be made to the original payment method used for the purchase, and we will process it within the timeframes set out in section 7 below. If you received free delivery as part of a promotion, the refund will be of the product price only.

4. Faulty, defective, or incorrect products

If you receive a product that is faulty, defective, does not match your order (e.g. wrong product or quantity), or otherwise does not comply with the consumer guarantees under the ACL, please contact us as soon as possible. Provide your order number and a description of the issue; if possible, include photos (e.g. of the product, packaging, or damage). We will work with you to resolve the issue in accordance with the ACL and this Policy.

4.1 Replacement, repair, or refund

Depending on the nature of the failure and your preference (where the ACL allows you to choose), we may offer to replace the product, repair it (if applicable), or provide a refund. For a major failure, you are entitled to reject the goods and choose a refund or replacement. For a non-major failure, we may offer repair or replacement in the first instance. We will advise you of the options when you contact us.

4.2 Return delivery costs

Where the fault or error is on our side (e.g. we sent the wrong item, or the product is defective), we will typically cover the cost of you returning the product to us. We may provide you with a prepaid return label or reimburse your return postage upon receipt of the product and verification of the issue. We will confirm the return process when you contact us.

5. Step-by-step return process

To return a product, please follow these steps:

1. Contact us: Email us at help@reliablechmalliu.world or call us on +61 2 9299 2858. Provide your order number, the product(s) you wish to return, and the reason (change of mind, fault, wrong item, or other). For faulty or incorrect items, include a description and photos if possible.
2. Receive return authorisation: We will confirm whether your return is accepted and will send you return instructions. These may include: the address to send the product to; a return reference or RMA number to write on the package or include inside; and any special instructions (e.g. how to pack the product). Do not send the product until you have received our authorisation and instructions.
3. Pack the product: Pack the product securely, ideally in its original packaging. Include a copy of your order confirmation or a note with your name, order number, and (if provided) the return reference number. This helps us identify your return quickly.
4. Send the package: Send the package to the address we provided. For change-of-mind returns, you pay the return postage unless we have agreed otherwise. For faulty or incorrect items, we will advise whether we are providing a prepaid label or will reimburse you. We recommend using a trackable delivery service so you can confirm that we received the package.
5. Inspection and outcome: Once we receive the product, we will inspect it and notify you of the outcome. If the return is approved, we will process the refund or send a replacement as applicable (see section 7 for refund processing times). If we are unable to approve the return (e.g. the product does not meet the conditions, or we find that the product is not faulty), we will explain why and, where appropriate, return the product to you at your cost.

6. Products that cannot be returned (or special conditions)

For hygiene and safety reasons, we generally cannot accept returns of opened or used food supplement products unless there is a fault or the product does not meet the consumer guarantees. Unopened products in resalable condition may be returned within the 14-day voluntary period for change of mind, subject to the conditions in section 3. If a product has been opened or used and you believe there is a fault or a breach of the consumer guarantees, please contact us with details and we will assess your claim in accordance with the ACL. We may request that you provide evidence (e.g. photos, description of the issue) to help us investigate. In some cases we may ask you to return the product for inspection even if it has been opened. If you are unsure whether your product can be returned, please contact us before sending anything.

7. Refund processing

7.1 Method of refund

Refunds will be made to the original payment method you used for the purchase (e.g. the same credit or debit card, or the same PayPal account), unless we agree otherwise with you (e.g. store credit or a different payment method where technically feasible). We cannot refund to a different card or account without your explicit authorisation and our ability to process it securely.

7.2 Timing

We aim to process approved refunds within fourteen (14) business days of the earlier of: (a) our receipt of the returned product and confirmation that it meets the return conditions; or (b) our confirmation that a refund is due without return (e.g. in the case of a lost or severely damaged delivery where we do not require the product back). Once we have processed the refund, the time it takes for the amount to appear in your account depends on your bank or payment provider; this can take a further three (3) to ten (10) business days or more. If you have not received your refund within a reasonable time after we have confirmed processing, please contact us and we will follow up with our payment provider.

7.3 Partial refunds

In certain circumstances we may issue a partial refund (e.g. if only part of an order is returned, or if the product is returned in a condition that reduces its value). We will explain any partial refund to you before processing it. Your statutory rights under the ACL are not affected; where you are entitled to a full refund under the ACL, we will provide it.

8. Damaged or lost delivery

If your order arrives damaged, or if you have not received your order and the tracking information indicates a problem (e.g. lost in transit), please contact us as soon as possible. Provide your order number and, for damaged items, photos of the packaging and the product so we can assess the damage. We will work with you and, where applicable, with the carrier to resolve the issue. Depending on the circumstances, we may arrange a replacement shipment or a full refund (including delivery charges where appropriate). We may ask you to return the damaged product in some cases; if so, we will cover the return cost. Do not discard damaged goods until we have advised you.

9. Late returns (outside the 14-day voluntary period)

If you wish to return a product for change of mind after the 14-day period has expired, we are not obliged to accept the return under this voluntary policy. You may still have rights under the ACL if the product has a fault or does not meet the consumer guarantees; in that case, please contact us with details. We will consider each case on its merits and in accordance with the law.

10. Disputes and complaints

We aim to resolve all return and refund requests fairly and in accordance with this Policy and the ACL. If you are not satisfied with our response, you may contact us again and ask for your concern to be escalated or reviewed. You also have the right to refer the matter to the relevant consumer protection authority in your state or territory, or to the Australian Competition and Consumer Commission (ACCC). In addition, you may have access to dispute resolution schemes or small claims procedures depending on your jurisdiction.

11. Changes to this Policy

We may update this Return Policy from time to time. The "Last updated" date at the top of this page will be revised when we make changes. Changes will not apply retrospectively to returns that you have already initiated under the previous version of the Policy. We encourage you to review this page periodically. If we make a material change that affects your rights or the return process, we may notify you by email or by a notice on the Website where appropriate.

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