Refund & Returns Policy

We want you to feel confident ordering from Moochi. If something isn’t right with your order, we’ll do our best to resolve it quickly and fairly.

Change of Mind Returns

If you change your mind, you can request a return within 14 days of delivery.

To be eligible for a change-of-mind return:

• The item must be unused, unopened, and in its original packaging

• It must be in the same condition in which you received it

• Proof of purchase must be provided

Please note:

• Return shipping costs are the customer’s responsibility for change-of-mind returns

• We recommend using a tracked shipping service and keeping your postage receipt

• Original shipping charges are non-refundable for change-of-mind returns

These conditions apply only to change-of-mind returns.

Items Excluded from Change of Mind Returns

We do not accept change-of-mind returns on:

• Opened or used squishies and sensory toys

• Gift cards

• Samples

• Free promotional items returned on their own

These exclusions do not limit your rights if a product is faulty, damaged, incorrectly supplied, or not as described.

Buy One, Get One Free & Bundle Returns

For a full change-of-mind refund on a buy one, get one free offer or bundle, please return all items included in that offer, including the free item. All items must meet the change-of-mind return conditions above.

A free item has no separate cash refund value. For other partial bundle returns, contact us so we can explain any available options and refund amount before you return anything.

If an item within your bundle is faulty, damaged, incorrect, or not as described, contact us. Your Australian Consumer Law rights continue to apply.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect, or different from its description, please contact us so we can help.

For a major product problem, you may choose a refund or replacement. For a minor problem, we will provide an appropriate remedy within a reasonable time. If it cannot be resolved within a reasonable time, further remedies may be available under Australian Consumer Law.

To help us assess the issue, please provide:

• Your order number or other proof of purchase

• A brief description of the issue

• Clear photographs of the product, packaging, and shipping label where relevant and reasonably available

Original packaging is not required for faulty-product claims. The 14-day change-of-mind window does not apply to your statutory consumer rights.

Where a product problem is confirmed, we will cover reasonable return postage costs. Please keep your postage receipt.

How to Start a Return

Email us at buymoochi@gmail.com with:

• Your order number or other proof of purchase

• A brief explanation of the reason for your return

• Photos, if applicable

We’ll explain the next steps and provide the correct return address if a return is needed.

Please contact us before sending products back so we can help you return them to the right location.

Refunds

Once your return has been received and assessed, we’ll notify you of the outcome.

Approved refunds will be issued to your original payment method, unless otherwise agreed. Once issued, refunds typically take 5–10 business days to appear, depending on your bank or payment provider.

Refunds reflect the amount paid for the eligible returned items, including any applicable discounts.

We may decline change-of-mind returns that do not meet this policy’s conditions. This does not affect refunds or other remedies required by law.

Australian Consumer Rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Nothing in this policy limits or excludes your rights or remedies under Australian Consumer Law.

A Quick Note from Us

We care about making sure your Moochi order arrives safely and as expected. If there’s a problem, email buymoochi@gmail.com and we’ll do our best to help.