Refund policy

Effective Date: November 13, 2026
Website: https://www.ecopillowvibe.website/
Business Name: MNE ENTERPRISE PTY LTD

At Eco Pillow Vibe, we believe that simple stationery products can make everyday tasks more organised, creative, and enjoyable. Whether you are choosing pencils for writing and drawing, sticky notes for reminders and planning, or erasers for correcting everyday work, we want you to receive products that match their descriptions and arrive in satisfactory condition.

We understand that sometimes a purchase may not be quite right. This Return and Refund Policy explains how to request a return, what happens when an item arrives damaged or defective, and how refunds and replacements are handled.

This policy operates alongside the consumer rights provided under the Australian Consumer Law. It does not replace or restrict any rights that cannot legally be excluded.

1. Change-of-Mind Returns

If you change your mind after purchasing a product, you may request a return within 30 calendar days after delivery, subject to the conditions in this section.

A change-of-mind return is a voluntary store policy and is separate from your statutory rights under the Australian Consumer Law.

For a standard change-of-mind return, the product should:

  • Be unused and in its original condition.

  • Be returned with its original packaging and included accessories, where reasonably available.

  • Not show signs of unreasonable wear, damage, alteration, or misuse.

  • Be accompanied by an order number, receipt, or other reasonable proof of purchase.

  • Be covered by a return request submitted within the 30-day period.

We understand that customers may need to inspect an item to decide whether it is suitable. Reasonable inspection is not automatically treated as substantial use. However, items that have been extensively used, modified, damaged, or materially altered may not qualify for a preference-based return.

The 30-day period does not limit any longer or different remedy that may be available under the Australian Consumer Law for products that fail to meet a consumer guarantee.

2. Product-Specific Return Conditions

Because pencils, sticky notes, and erasers are everyday stationery items, their condition and packaging may be relevant when assessing a change-of-mind return.

Pencils

Pencils intended for a standard change-of-mind return should be unused and returned in their original condition. Where supplied, the original box, protective sleeve, accessories, or packaging should be included.

Pencils that have been sharpened, substantially used, broken through handling, or altered after delivery may not qualify for a preference-based return.

If pencils arrive broken, damaged, materially different from their description, or otherwise faulty, please contact us so that we can review the issue under the applicable consumer guarantees.

Sticky Notes

Sticky notes intended for a standard return should remain unused and in their original packaging, where applicable. Products with substantially removed sheets, writing, adhesive contamination, moisture damage, or other signs of use may not qualify for a change-of-mind return.

If sticky notes arrive with damaged packaging, missing quantities, adhesive problems, or a condition that makes them materially different from the product description, please contact our customer service team.

Erasers

Erasers intended for a standard return should be unused, clean, and in their original condition. Products that have been substantially used, cut, marked, contaminated, or damaged after delivery may not qualify for a preference-based return.

If an eraser arrives broken, defective, or materially different from the item ordered, please provide details so that we can assess an appropriate remedy.

These product-specific conditions apply only to voluntary change-of-mind returns. They do not remove consumer rights relating to faulty, unsafe, misdescribed, or otherwise non-compliant products.

3. Products That Do Not Qualify for a Change-of-Mind Return

Unless applicable law requires otherwise, a standard change-of-mind return may not be accepted when:

  • The return request is made after the voluntary 30-day return period.

  • The product has been substantially used beyond reasonable inspection.

  • The item has been damaged after delivery through misuse, neglect, or improper storage.

  • The product has been cut, sharpened, marked, modified, or otherwise altered.

  • Essential components or accessories supplied with the product are missing.

  • The item cannot reasonably be identified as part of the original purchase.

These conditions do not apply to deny a valid claim under the Australian Consumer Law. For example, a product that has a genuine manufacturing fault may still qualify for a remedy even if it has been opened or is no longer in its original packaging.

4. Faulty, Damaged, or Incorrect Products

We aim to ensure that products supplied by Eco Pillow Vibe meet the consumer guarantees required by Australian law.

If an item arrives damaged, faulty, incomplete, unsafe, or materially different from its description, please contact us as soon as reasonably possible.

Please provide:

  1. Your full name.

  2. Your order number or proof of purchase.

  3. The product name and quantity affected.

  4. A clear description of the issue.

  5. Photographs of the item and packaging, if available.

Examples of issues you may report include:

  • Pencils arriving broken or with a manufacturing defect.

  • Sticky notes arriving with missing sheets or an adhesive problem that prevents ordinary use.

  • Erasers arriving damaged or materially different from the advertised product.

  • Receiving a different product or quantity from what was ordered.

Photographs can help us understand the problem, but they are not a mandatory substitute for your legal rights or the only form of evidence we may consider.

After reviewing the issue, we will explain the available remedy. Depending on the nature of the failure and the Australian Consumer Law, this may include a repair where appropriate, replacement, refund, or compensation.

5. Australian Consumer Law Rights

Products sold to Australian consumers are subject to the consumer guarantees under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees include that goods must be of acceptable quality, match their description, be fit for disclosed purposes, and comply with other applicable statutory requirements.

Where a product has a major failure, a consumer may generally have the right to choose a refund or replacement. For a minor failure, the business may generally have an opportunity to remedy the problem within a reasonable time. The appropriate remedy depends on the circumstances and the law.

Our voluntary 30-day return period does not shorten or replace these statutory rights. We do not operate a blanket “no refunds” rule for products that fail to meet a consumer guarantee.

6. How to Request a Return

To request a return or report a product issue, email:

[email protected]

Suggested subject lines:

  • Change-of-Mind Return – [Order Number]

  • Faulty Product – [Order Number]

  • Damaged Delivery – [Order Number]

  • Incorrect Item – [Order Number]

  • Refund Request – [Order Number]

Please include your order number, the product concerned, the reason for the request, and any relevant supporting information.

Our team will review your message and explain the next steps. Please contact us before sending merchandise back so that we can confirm the correct return procedure and destination.

We will not require you to follow a return process that unreasonably prevents you from exercising a statutory consumer right.

7. Return Address

The business and return address supplied for Eco Pillow Vibe is:

MNE ENTERPRISE PTY LTD
Attn: Shauno Raven
10 Shetland Cl
Lower Chittering WA 6084
Australia

Please obtain return instructions before posting a product. This helps us identify the parcel and connect it with the correct order.

8. Return Shipping Costs

For a voluntary change-of-mind return, customers are generally responsible for the reasonable cost of returning the item, unless we agree otherwise.

Where a product fails to meet a consumer guarantee, responsibility for return costs will be handled in accordance with the Australian Consumer Law. Depending on the nature of the product and the circumstances, we may arrange or pay for return shipping, collection, or another appropriate method of resolving the issue.

We will not impose return costs in a way that unlawfully restricts a consumer's rights.

9. Refund Method and Processing

Approved refunds will generally be returned to the original payment method used for the purchase, unless another method is agreed upon or required by law.

For ordinary approved change-of-mind returns, we aim to process the refund within 5–10 business days after receiving and reviewing the returned item.

The time taken for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

For refunds arising from a failure to comply with a consumer guarantee, we will process the remedy within the timeframe required by Australian law. The ordinary processing estimate above does not override statutory obligations.

10. Partial Refunds

A partial refund may be considered for a voluntary return where permitted by law, such as where an item has been used beyond reasonable inspection or is returned with missing components.

We will explain the reason for any proposed adjustment before finalising the refund. We will not apply arbitrary deductions or use a partial refund to avoid providing a statutory remedy.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at [email protected] and include your order number.

We will make reasonable efforts to stop an order that has not entered the dispatch process. Once an order has been packed or handed to a carrier, cancellation may no longer be possible through our order system.

If the order has already been dispatched, please contact us about the applicable return procedure.

Nothing in this section removes any cancellation, refund, or other right available under Australian law.

12. Refunds for Unavailable or Undelivered Orders

If we cannot supply an item that you have purchased, we will contact you and explain the available options.

Where an order cannot be fulfilled, we will provide a refund or other remedy as required by applicable law. We will not retain payment for merchandise that we are unable to supply without a lawful basis.

13. Contact Information

For return requests, refund questions, faulty-product reports, or replacement assistance, contact:

MNE ENTERPRISE PTY LTD
Attn: Shauno Raven
10 Shetland Cl
Lower Chittering WA 6084
Australia
Email: [email protected]
Website: https://www.ecopillowvibe.website/

14. Governing Law and Consumer Rights

This policy is governed by applicable Australian law, including the Australian Consumer Law and relevant laws applying in Western Australia.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified.