Refund policy

Consumer Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

Damaged, Defective, or Faulty Items
If your MacroCompanion product arrives damaged in transit, features a manufacturing defect, or fails to meet an acceptable quality guarantee under the ACL, you are completely eligible for a remedy. To help us process your claim efficiently, please follow these steps:

Report Within 14 Days: Contact our customer service team within 14 days of receiving your package.

Provide Proof of Purchase: Supply your original order number and email address used for the purchase.

Evidence of Damage: Attach clear photographs or a brief video demonstrating the defect or transit damage so our technical team can assess the claim.

Assessment and Remedies
Once your claim is submitted with the required photographic or video proof, we will evaluate the issue. If the product is verified to be damaged, defective, or faulty under consumer law framework, we will provide one of the following remedies at no cost to you:

  • A brand new replacement of the exact product ordered.
  • A full refund issued directly back to your original payment method.
  • If a physical return of the faulty item is required for assessment, Maelo will cover all return shipping and postage costs.

Exclusions
Please note that consumer guarantees do not apply, and refunds or replacements will not be issued, if the scale has become faulty due to user misuse, accidental drops, water submersion (unless the scale is explicitly rated as fully waterproof), unauthorized tampering, or standard wear and tear over extended kitchen use.

Contact Us
For all inquiries regarding damaged arrivals or consumer guarantee claims, please contact our support team via our website's contact form or email us directly with your order details. We aim to review and respond to all claims within 2–3 business days.