Refund policy

MH Direct – Return & Refund Policy

Last updated: November 2025

At MH Direct, we stand behind the quality of the products we supply. Our goal is to make returns simple and fair while keeping our operational and freight costs transparent.

1. Return Eligibility

You may request a return within 7 days of receiving your order.

For a return to be considered, the item must:

  • Be unused

  • Be in the same condition as received

  • Be returned in its original packaging or equivalent secure packaging

  • Include proof of purchase

Please email hello@mhdirect.com.au to begin the return process.

Returns must be sent to:

MH Direct
23 Sette Circuit
Pakenham VIC 3810
Australia

Items returned without prior approval will not be accepted.

2. Change of Mind / Wrong Item Ordered

Many of our products are large, bulky, or specially sourced, so please choose carefully.

If you change your mind or order the wrong item:

  • Freight charges for the original delivery are non-refundable

  • You are responsible for organising and paying for return shipping

  • Goods must be returned in saleable condition

  • A restocking fee may apply on products specially ordered or outside of standard stock lines

  • Any failed delivery attempt may incur a re-delivery charge

MH Direct reserves the right to refuse returns where the item is not in original condition or has been used.

3. Damaged, Faulty or Incorrect Items

If your item arrives damaged, defective, or you receive the wrong product:

  1. Contact us immediately at hello@mhdirect.com.au

  2. Provide photos and a brief explanation

  3. We will assess the issue and arrange one of the following:

    • Replacement

    • Repair (where applicable)

    • Refund

    • Re-delivery of the correct item

In these cases, MH Direct will cover reasonable return freight or arrange collection at our cost.

4. Items Not Eligible for Return

The following items cannot be returned:

  • Custom-built or made-to-order products

  • Specially procured goods not normally stocked

  • Sale or clearance items

  • Products showing signs of use, damage, or wear

  • Items not returned in their original or secure packaging

If you are unsure whether your item is returnable, please contact us before purchasing.

5. Return Process

Once we receive your return request, we will:

  1. Review the details

  2. Issue a Return Authorisation (RA) number if approved

  3. Provide instructions for packaging and freight

  4. Process the refund once the goods are received and inspected

Please ensure your RA number is clearly marked on your return shipment to avoid delays.

6. Refunds

After your returned item has been inspected, we’ll let you know whether your refund is approved.

If approved:

  • Refunds are processed to your original payment method

  • Please allow up to 10 business days for processing

  • Your bank or card provider may require additional time to finalise the transaction

If 15 business days pass after approval and you have not received your refund, please contact us at hello@mhdirect.com.au.

7. Warranty Claims

Some products may include manufacturer warranties. Warranty terms vary by product line.

If you believe your product has a manufacturer defect, please contact us and we will guide you through the applicable warranty process.