Exchanges and Returns
If you decide you no longer wish to keep the goods you have purchased we will refund or exchange if you return the goods, at your own expense, within 14 days of the purchase date.
Where goods are deemed faulty by us, or were sent in error, we will refund or exchange if you return the goods within 14 days of the purchase date. We will refund any Australia Post Parcel Post shipping costs you incur returning the faulty or incorrect item. We will not pay for Express Post or Signature on Delivery should you choose to use this method.
All returned goods will be examined upon receipt. We are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed, no later than 7 working days after we have received the goods. Please note that delivery charges are not refunded.
Without exception, we will not accept returns on open or used items, unless the item is deemed faulty by us.
During Clearance Sales, we will not accept cancellations or returns, as all sales are final unless the product is deemed faulty by us.
We will not accept returns on sale items located on our ‘Sale’ page, as all sales are final unless the product is deemed faulty by us. All claims must be made within 7 days of receipt.
For your protection, we recommend that you use a traceable delivery service to return items.
HOW DO I MAKE A RETURN OR EXCHANGE?
Step 1 – Email email@example.com and clearly state your order number and the items you wish to return. In regards to an exchange, we will check availability of stock or otherwise you may choose to return the item for a refund (non-sale items).
Step 2 – We will contact you within 24 hours with full instructions on how to send your items back to us. Items must be unopened, in saleable condition and securely packaged. Any damaged products will be rejected. We request that you return items via Australia Post Parcel Post with Tracking as we do not accept responsibility for lost items. Moose and Moo will not pay freight on returned goods unless goods are deemed by Moose and Moo as faulty. Moose and Moo will not pay for Express Post or Signature on Delivery should you wish to use this method to return goods.
Step 3 – Refunds and exchanges are processed within 1-5 working days of receiving the items. Once the item has been inspected based on the above conditions – depending on your request we will either provide a refund or exchange.
With confirmation of availability, the new item will be shipped back to you free of charge if the original goods were deemed to be faulty. For a change a mind, the goods will be shipped back to you at your cost.
Moose and Moo will refund the value of the item/s within 5 working days of receiving the returned item. Original shipping charges are non-refundable unless the item is faulty. Orders paid for via Credit Card will be refunded back onto your credit card. Orders paid for via PayPal will be refunded via PayPal. You will be notified via email when the transaction has taken place. Please note that your financial institution and PayPal may require additional days to process and post this transaction to your account once they have received the information from Moose and Moo.
If you have any questions at all regarding an exchange or refund, please contact us at firstname.lastname@example.org.
Return items to:
Moose and Moo
1/281 Canning Highway
COMO, WA, 6152