Refund Policy

Refund & Returns Policy

This policy applies to all orders for the supply of goods by MeLa Group Pty Ltd trading as Silica Bags.

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. This policy is not intended to exclude or limit any statutory rights you may have under Australian law.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery for store credit or refund, subject to the following strict conditions:

  • Prior Authorisation: You must contact our customer service team and receive a Return Authorisation (RA) before sending any items back.
  • Unopened Barrier Packaging: Due to the active nature of our products, goods cannot be returned if the inner vacuum-sealed plastic bag, foil pouch, carton liner, or bucket seal has been opened or compromised. Exposure to ambient air immediately activates desiccants, oxygen absorbers, and humidity indicator cards, rendering them non-resaleable.
  • Condition & Packaging: Goods must be completely unused, in original outer packaging, and in 100% resaleable condition.
  • Custom/Tailored Orders: Products that have been custom-manufactured, custom-packed, or specifically tailored to customer specifications are strictly non-returnable.
  • Return Freight: Return shipping is organized and paid for at the customer's expense. Risk of loss or damage in transit remains with the customer until the goods are received and inspected at our warehouse.

Defective, Damaged, or Incorrect Deliveries

If your order arrives damaged, defective, past its stated shelf life, or differs from what you ordered:

  • Notification: Please notify us within a reasonable timeframe following delivery.
  • Freight & Assessment: Silica Gel Direct will arrange and cover the cost of pickup and assessment.
  • Resolution: If the product is verified to be faulty or incorrect through no fault of your own, we will promptly provide a replacement, repair, or full refund.

Limitation of Liability & Exclusions

Silica Bags reserves the right to reject a claim and recover reasonable assessment/freight costs where:

  • The product is determined not to be faulty.
  • The product has been damaged due to abnormal use, improper storage, or failure to follow handling instructions.
  • The customer has caused the product to degrade or become unacceptable.

To the extent permitted by law, Silica Bags shall not be liable for indirect, incidental, collateral, or consequential damages (including lost profits or spoiled product batches) arising from the use or handling of our goods.

How to Initiate a Return

Before returning any items, please contact our support team to request a Return Authorisation (RA) number:

  • Phone: 1300 784 984 (Toll-Free Australia-wide)
  • Email: li@silicabags.com.au

Please note: Items returned without prior authorisation will not be accepted.