Returns + Refunds

Our products

We take great care in ensuring that all the products on our Website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions it is possible that our Website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. In some cases the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens.

To the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available or offered on our Website are accurate, complete, reliable, current or error-free, nor do we make any warranty about the standard or quality of any of the products offered via our Website.

We reserve the right to remove and/or edit any products from our Website at any time. Whilst we will make our best efforts to process all orders, there may be exceptional circumstances which mean that we may need to refuse to process an order after we have sent you an order confirmation, at our sole discretion. We will not be liable to you or any other third party by reason of our withdrawing any product from our Website, whether it has been sold or not, or for refusing to process or accept an order after we have sent you the order confirmation.

 

Refunds, replacements and returns

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description

If you receive a damaged or defective item, please contact us via email at hello@moeandme.com.au for assistance. Products must be returned within seven (7) days of purchase, in an unused condition, with original tags in place. Customer must pay for return courier shipping.

Items returned must be unused, with the original packing. We do not accept returns on items that have been worn, damaged, washed or altered in any way.

The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewellery, beauty/skincare, underwear, hats, pet supplies and accessories.

Items returned must be in ‘as-new’ condition. This means you have not used, damaged, washed or laundered any of the items. Please return items secured in their original packaging if possible. After we have received your item and confirmed it is in ‘as-new’ condition, we will issue you with a store credit or refund of the purchase price less the initial delivery fees.

Please keep your proof of purchase - eg: your receipt and any email correspondence. If we cannot be satisfied that you purchased the product from us then we will not accept your product for return.

 

Your consumer rights

As outlined above, the goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our team will advise you on the next steps.

Unfortunately, and despite our best efforts, items are occasionally damaged in transit. If you notice that an item is damaged when it is delivered to you, please contact us within two (2) days of delivery with clear digital photos showing the damage. Our team will advise you on the next steps.

 

Our rights

We reserve the right to refuse a refund in cases where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.