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Refund policy

Last Updated: 18 August 2026

This Returns & Refunds Policy applies to products purchased from Moch Collective through mochcollective.com.au.

Moch Collective is based in Sydney, New South Wales, Australia. This policy should be read together with our Terms & Conditions and operates subject to the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

  1. CHANGE-OF-MIND RETURNS

Please choose your products carefully before completing your purchase.

Moch Collective does not accept returns, refunds or exchanges where you:

  • simply change your mind;

  • no longer want or need the product;

  • order the incorrect product or colour;

  • prefer a different colour after receiving your order;

  • decide the product does not suit your personal preference;

  • find the product cheaper elsewhere; or

  • make an incorrect selection before completing checkout.

Please review all product photographs, descriptions, dimensions, colours and other relevant product information before placing your order.

Our change-of-mind policy does not affect your rights under the Australian Consumer Law.

  1. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees may apply where a product is faulty, unsafe, not of acceptable quality, not fit for an applicable disclosed purpose, materially different from its description or sample, or otherwise does not meet a guarantee under the Australian Consumer Law.

  1. FAULTY, DAMAGED, MISDESCRIBED OR INCORRECT PRODUCTS

Please contact us as soon as reasonably possible if you believe that your product:

  • is faulty;

  • arrived damaged;

  • is unsafe;

  • is materially different from its description;

  • is not of acceptable quality;

  • is not reasonably fit for an applicable purpose that you made known to us before purchase;

  • does not otherwise meet an applicable consumer guarantee; or

  • is not the product you ordered.

Contact us at mochcollective@outlook.com and include, where available:

  • your name and order number;

  • proof of purchase;

  • a description of the issue;

  • photographs or a short video showing the issue; and

  • photographs of the parcel and packaging if the item arrived damaged or incorrect.

This information helps us assess and resolve your claim. You do not need to have the original packaging to exercise rights available to you under the Australian Consumer Law, although photographs or packaging may assist with a delivery-damage investigation.

  1. ASSESSMENT AND RETURNS

We may ask reasonable questions or request evidence needed to assess the issue. Where reasonably necessary, we may also ask you to return the product for inspection and will provide return instructions.

Please do not send a product back before contacting us, as this may delay assessment or reimbursement of return costs.

We will assess claims within a reasonable time, having regard to the product and the nature of the issue. An assessment does not reduce any rights you have under the Australian Consumer Law.

  1. AVAILABLE REMEDIES

The remedy available depends on the circumstances and whether the failure is major or minor under the Australian Consumer Law.

For a major failure, you may reject the product and choose between a refund or a replacement of the same type, subject to the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, we may choose to repair the product within a reasonable time where repair is appropriate. Given the nature of our products, we may instead choose to provide a replacement or refund. If a minor failure cannot be remedied within a reasonable time, you may be entitled to reject the product and obtain another remedy under the Australian Consumer Law.

If an identical replacement is unavailable, we will discuss the remedies available in the circumstances and provide any remedy required by law.

  1. RETURN POSTAGE AND OTHER COSTS

If a product is confirmed to be faulty or otherwise fails to comply with an applicable consumer guarantee, we will reimburse reasonable return-postage costs incurred by you where required by the Australian Consumer Law. Please retain your postage receipt.

Depending on the circumstances, we may provide a prepaid return method instead.

If, after assessment, the product is found not to have a fault and no consumer guarantee has been breached, you may be responsible for return or redelivery costs to the extent permitted by law.

  1. REFUNDS

Approved refunds will ordinarily be issued to the original payment method. If that is not reasonably possible, we will contact you to arrange an appropriate alternative.

Once we process a refund, the time taken for it to appear in your account is controlled by your bank, card issuer or payment provider. We will notify you when the refund has been submitted.

Where required by law, we will also refund or reimburse applicable delivery or other reasonably foreseeable costs. We will not issue store credit instead of a monetary refund where you are legally entitled to a refund and have not agreed to store credit.

  1. EXCHANGES AND REPLACEMENTS

We do not offer exchanges for change of mind, incorrect selection or personal preference.

A replacement may be provided where required or appropriate for a faulty, damaged, misdescribed or incorrect product. Replacements are subject to availability, but lack of stock does not remove any alternative remedy required by law.

  1. SALE AND PROMOTIONAL ITEMS

Sale, discounted and promotional items are not eligible for change-of-mind returns or exchanges.

Purchasing an item at a reduced or promotional price does not remove any rights you may have under the Australian Consumer Law in relation to faulty or non-compliant products.

A disclosed fault that caused an item to be discounted may affect the remedies available for that particular fault, but not for a different undisclosed problem.

  1. CUSTOMER-CAUSED DAMAGE AND WEAR

We are not required to provide a remedy where the problem was caused after delivery by misuse, accidental damage, impact, dropping, crushing, improper handling or storage, unreasonable force, failure to follow reasonable care or safety instructions, or another act attributable to the customer.

Normal wear and tear is not necessarily a product fault. However, these exclusions do not apply where the product failed to meet an applicable consumer guarantee, including an applicable guarantee of acceptable quality or durability.

  1. ORDER CHANGES AND CANCELLATIONS

If you wish to change or cancel an order, contact us as soon as possible. We will make reasonable efforts to assist, but cannot guarantee a change or cancellation once an order has been processed, packed or dispatched.

If we cancel an order after receiving payment, we will refund the amount paid for the cancelled order to the original payment method.

Nothing in this section affects rights that cannot lawfully be excluded.

  1. CONTACT US

For a return, refund or product issue, contact:

Moch Collective
Sydney, New South Wales, Australia
Website: mochcollective.com.au
Email: mochcollective@outlook.com

Please include your order number where available. We aim to respond as soon as reasonably possible.