Refund policy

This policy applies to purchases made from Mochi Mimi.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If an item is faulty, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a replacement, refund or another remedy under the Australian Consumer Law.

Change-of-mind returns

We do not accept returns, exchanges or refunds for change of mind.

Please review product descriptions, measurements and photographs carefully before placing your order. If you have questions about a product before purchasing, contact us at info@mochimimi.com.au and we will do our best to help.

Damaged, faulty or incorrect items

If an item arrives damaged, faulty or incorrect, please contact us as soon as possible, preferably within seven days of receiving your order.

Please include:

your order number;
a brief description of the problem;
clear photographs of the item;
photographs of the parcel and packaging if the item arrived damaged; and
a photograph of the shipping label if you received the wrong item.

The seven-day notification request does not limit any rights you may have under the Australian Consumer Law.

Once you discover a problem, please avoid using or altering the item where reasonably possible.

After reviewing the information provided, we will offer an appropriate solution. Depending on the circumstances and your rights under the Australian Consumer Law, this may include a replacement, refund or another remedy.

Missing items

If an item is missing from your order, please contact us as soon as possible at info@mochimimi.com.au.

Please include:

your order number;
a photograph of everything received;
a photograph of the parcel and internal packaging; and
a photograph of the shipping label.

After checking the order, we will arrange an appropriate solution, which may include sending the missing item or refunding its price.

Returns and return postage

Please do not return or post an item to us.

For damaged, faulty, incorrect or missing-item claims, we will normally assess the issue using the information and photographs you provide. You will not be required to return the affected item before receiving an approved replacement or refund.

Refunds

Approved refunds will be issued to the original payment method.

We aim to process approved refunds within five business days. Your bank or payment provider may require additional time to display the refund in your account.