Refund & Returns Policy

1. Our Commitment

MTO Bases is committed to your satisfaction. This policy is in addition to your rights under the Australian Consumer Law (ACL), which provides guarantees that cannot be excluded.

2. Change of Mind Returns

Due to the nature of cosmetic raw materials and hygiene requirements, we do not accept returns for change of mind. We strongly recommend ordering a sample unit before committing to bulk quantities.

3. Faulty or Incorrect Products

If you receive a product that is:

• Damaged in transit
• Incorrect (wrong product or quantity shipped)
• Not as described on our website
• Defective or fails to meet acceptable quality standards

Please contact us at [email protected] within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement, credit, or refund at our discretion.

4. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

5. How to Request a Return

1. Email [email protected] with your order number and reason for return
2. Include photos of the product and packaging if applicable
3. Our team will assess your request within 2 business days
4. If approved, we will provide a return shipping label or arrange collection

6. Refund Processing

Approved refunds will be processed within 5–10 business days to the original payment method. Shipping costs are non-refundable unless the return is due to our error.

7. Wholesale Defective Stock

Trade account holders may lodge a defective stock claim if products received are visibly defective, contaminated, or do not match the specification documented on the accompanying Certificate of Analysis (COA). Claims must be lodged within 7 days of receipt with photographic evidence and the relevant batch number. Approved defective stock claims will be replaced or credited at MTO Bases' discretion. Return shipping for approved defective claims is covered by MTO Bases.

8. Wrong Items Dispatched

If incorrect SKUs, sizes, or formulations are dispatched against a confirmed wholesale order, the buyer must notify MTO Bases within 7 days of receipt with the order number and photographic evidence of the incorrect items received. MTO Bases will arrange collection and re-dispatch of the correct items at no additional cost to the buyer.

9. Short Deliveries

If the quantity received is less than the quantity invoiced, the buyer must notify MTO Bases within 7 days of receipt with the order number and a count of items received. MTO Bases will investigate and, if confirmed, dispatch the shortfall or issue a credit note for the difference within 5 business days.

10. Exclusions for Wholesale Returns

Wholesale returns are not accepted for the following reasons:

• Change of mind or ordering error by the buyer
• Incorrect label choices or artwork submitted by the buyer
• Regulatory non-compliance arising from the buyer's labelling decisions
• Products that have been opened, used, or had labels applied
• Claims lodged more than 7 days after receipt

11. Contact

For returns or refund queries, contact us at [email protected].