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Refund policy
1. Order Issues
If there's an issue with your order, notify us within 48 hours of delivery at wholesale@macromike.com.au, including your account name, order/invoice number, a description of the issue, and photos where applicable. We may not be able to assist with issues reported outside this timeframe.
2. Faulty or Damaged Stock
Faulty or damaged products are entitled to a replacement, credit note, or repair in accordance with consumer guarantees, provided they're reported within 48 hours of delivery with photo evidence. We do not offer a replacement or return for any reason other than product being faulty or damaged on arrival.
3. Expiry Notification & Shelf Life
Products are supplied with sufficient shelf life remaining to allow stockists to sell through in the ordinary course of business. Once received, it's the stockist's responsibility to manage stock rotation and discounting as needed ahead of expiry. We're not able to offer a credit note or replacement for stock reported as expired after the fact, as we have no visibility over storage or handling once it leaves our warehouse. Where notice is given in good time before expiry, we'll work with you on rotation, discounting, or credit as appropriate.
4. Change of Mind
We do not offer refunds, credits, or exchanges for change-of-mind on wholesale orders. Please confirm quantities and SKUs carefully before your order is confirmed.
6. Sale/Promotional Stock
Products purchased as part of a promotion or discount cycle may carry shorter dating and are not eligible for return or credit unless faulty or damaged.
7. Free Gifts / GWP
If a promotional gift-with-purchase was missing from your order, let us know immediately with your order number. If your order has already shipped, we'll include it with your next order. GWP items are not eligible for standalone return or replacement.
8. Shipping & Freight Damage
Macro Mike is not liable for loss or damage in transit once stock has left our warehouse via your nominated freight provider, unless otherwise agreed in your supply agreement. Please report transit damage within 48 hours of delivery with photo evidence so we can assist with a freight claim where applicable.
9. Account & Delivery Details
It is the stockist's responsibility to keep delivery addresses, contact details, and any special delivery instructions up to date in their Macro Mike account/portal. We are not responsible for orders shipped to an outdated or incorrect address if account details have not been updated prior to dispatch.
10. Marketing & Brand Assets
Macro Mike will provide approved marketing assets, product imagery, and brand guidelines to support stockists in promoting our products. Any use of Macro Mike branding, imagery, or marketing material — including in-store, social, or digital — must be in line with our current Brand Guide. Stockists are required to keep product listings on their website and other sales channels up to date with current approved renders, imagery, and packaging as provided by Macro Mike, and to remove or update any outdated assets in a timely manner. We're happy to support with marketing collateral and campaign assistance, but reserve the right to request removal or amendment of any materials that don't align with brand guidelines.
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