Refund policy

The MSLA Community Shop is a marketplace: each product, rental or service is sold by an individual MSLA partner, who is the seller for their part of your order. MSLA operates the platform and processes payment on the partner's behalf.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund if an item is faulty, not as described, or does not do what it's meant to. For a major failure you can choose a refund.

Change of mind

Change-of-mind returns are at the individual partner's discretion. Many partners accept them within a reasonable period if the item is unused and in its original condition — contact the partner (their details are on your order) before returning anything.

How refunds are processed

Approved refunds are issued by the partner through the platform and returned to your original payment method. Refunds usually appear within 5–10 business days depending on your bank. You will receive an email confirming any refund, with the reason and amount.

Rentals and bonds

Rental bonds are held as a refundable deposit and returned in full when the item is returned in good condition. A partner may retain part or all of a bond for loss or damage, and will tell you the reason. Rental hire fees are non-refundable once the hire period has begun, except where the Australian Consumer Law applies.

Getting help

Start with the partner listed on your order. If you can't resolve it, contact MSLA and we will help mediate. Your order history and any refunds are always visible in your account under Shop Orders.