Return Policy
We accept returns on eligible items provided the following conditions are met:
- The item is unopened and in its original packaging
- The return request is made within 14 days of receiving your order
- A valid proof of purchase is provided
Please note:
- Refunds apply to the purchase price of the product only
- Delivery fees are non-refundable
If you meet the above conditions and would like to initiate a return, please contact us — we’re happy to assist.
Return Shipping & Compatibility Policy
We want you to be completely satisfied with your purchase. Please read the following information carefully before placing your order.
Return Shipping Costs
Return shipping fees are non-refundable and will be calculated at the time of return based on your location, and the size and weight of the item.
If you request an exchange, the following costs will apply:
- Original delivery fee (this is non-refundable)
- Return shipping fee
- Delivery fee for the replacement mattress
- Any price difference between the original and new mattress (if applicable)
These charges must be reviewed and approved before we proceed with a return or exchange.
Return Eligibility
To be eligible for a return or exchange:
- The mattress must be sealed in its original packaging.
- The return must meet the conditions outlined on this page.
- Opened or used mattresses cannot be returned or exchanged due to hygiene reasons.
Important: Check Compatibility Before You Buy
To avoid ordering the wrong size, please check the compatibility of the Milari Green Baby Mattress with your cot:
- Look for the warning label on the baseboard of your cot – this will indicate the recommended mattress size.
- We strongly recommend measuring the internal dimensions of your cot to ensure a proper fit.
If you’re unsure, feel free to reach out to our team before ordering — we’re here to help!
Does the Mattress Have a Smell?
Yes — as our mattresses are made with organic and natural materials, you may notice a subtle scent when first unboxing your product. This is completely normal.
The smell is a natural blend of wool and latex, with many customers describing it as a soft, vanilla-like aroma. This occurs because the mattress is vacuum-sealed shortly after production, preserving the freshness of its natural components.
We do not add any artificial deodorisers or fragrances.
This natural scent is not harmful and typically fades over time with proper airing.
Can I Return the Product If I Don’t Like the Smell?
Due to the nature of our materials and hygiene standards, we are unable to accept returns or offer refunds based on personal scent preferences.
While most customers either enjoy or don’t notice the natural latex smell, we understand that scent sensitivity can vary. If you find the smell too strong, we recommend following the airing-out instructions on our FAQ page to help it dissipate more quickly.
Thank you for understanding, and please feel free to contact us if you have any concerns before purchasing.
Recommended Cots & Sizing Guidance
We do not recommend specific cot brands or models, as compatibility depends on individual cot dimensions.
Please confirm the correct mattress size with your cot supplier before purchasing.
If you already own a cot, we strongly recommend measuring the internal dimensions to ensure our mattress will fit correctly. This helps prevent sizing issues and the need for returns.
Returns for Unopened Products
To be eligible for a return, the mattress must meet the following conditions:
- It must be unused and in original condition
- It must be sealed in its original packaging
- A receipt or proof of purchase must be provided
Please note:
- We do not offer returns on mattresses that have been opened, used, damaged, or are missing parts (unless due to our error)
- We only carry standard sizes — we do not manufacture or sell custom-sized mattresses
If you're unsure about sizing or have any questions before ordering, feel free to contact our team — we’re happy to help!
Refunds
Once we’ve received and inspected your returned item, we’ll send you an email to confirm that your return has arrived. We’ll also update you on the status of your refund.
If your return is approved, your refund will be processed, and a credit will be issued to your original payment method (e.g., credit card). Please allow 5–7 business days for the refund to appear, depending on your bank or payment provider.
Haven’t Received Your Refund Yet?
If your refund hasn’t appeared after 7 business days, please follow these steps:
- Check your bank account to confirm the refund hasn't been posted.
- Contact your credit card company, as it may take some time before the refund is officially processed.
- Reach out to your bank, as internal processing times can vary.
If you’ve completed these steps and still haven’t received your refund, please get in touch with us at:
info@milariorganics.com.au
We're here to help and will ensure your concern is resolved as quickly as possible.
Exchanges
We’re happy to exchange items that are defective or damaged, provided the request is made within 14 days of delivery.
Please note the following:
- Exchange shipping fees are not refundable
- Return shipping costs will be calculated based on your location, and the size and weight of the item
- The total shipping charge will include:
- The original delivery fee
- The return shipping fee
- The delivery fee for the replacement mattress
- Any price difference between the original and new mattress (if applicable)
These charges must be reviewed, agreed to, and paid before we proceed with the exchange. Return shipping is not free, and all shipping fees are non-refundable.
To request an exchange for the same item, please email us at:
info@milariorganics.com.au
We're here to help and will guide you through the next steps.
About Milari Organics Store
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