Refund and Return Policy

Last updated: 21 September 2026

This Refund and Return Policy applies to purchases made from Mokoan & Myrtle. It operates in addition to, and does not exclude, restrict or modify, any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Business Information

Mokoan & Myrtle
22 Egmont St
Benalla VIC 3672
Australia

Customer support: support@mokoanandmyrtle.com.au
Returns: returns@mokoanandmyrtle.com.au
Phone: +61 3 5762 4186
Support hours: Monday to Friday, 9:00 AM to 5:00 PM AEST/AEDT, excluding Australian national and Victorian public holidays

2. Your Rights Under Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Products must be of acceptable quality, match their description, correspond with any sample or demonstration model, be fit for disclosed purposes and satisfy any applicable express warranties.

If a product has a major failure, you may reject it and choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

If a failure is not major, we are generally entitled to provide a free repair or another appropriate remedy within a reasonable time. If the problem cannot be remedied or is not remedied within a reasonable time, you may be entitled to reject the product, obtain a refund or replacement, or recover reasonable repair costs in accordance with the Australian Consumer Law.

These rights apply regardless of any shorter voluntary return period stated below.

3. Voluntary Change-of-Mind Returns

In addition to your statutory rights, we accept eligible change-of-mind returns requested within 30 calendar days after delivery.

A change-of-mind return is a voluntary benefit and is not a right required by the Australian Consumer Law. We may refuse a change-of-mind return that does not satisfy this policy.

4. Eligibility for Change-of-Mind Returns

To qualify, the product must ordinarily be:

• Unworn, unused and unwashed;
• In its original saleable condition;
• Returned with its original tags and packaging;
• Free from marks, odours, cosmetic residue, pet hair or alterations; and
• Accompanied by reasonable proof of purchase.

5. Excluded Products

Unless faulty, incorrectly supplied or otherwise protected by law, change-of-mind returns are not accepted for:

• Underwear, earrings or other hygiene-sensitive products where the protective seal has been removed;
• Personalised, altered or made-to-order products;
• Gift cards;
• Products marked final sale before purchase; or
• Products damaged through misuse, abnormal use or failure to follow reasonable care instructions.

6. Sale and Promotional Products

Sale products remain protected by the Australian Consumer Law. A sale item may be excluded from our voluntary change-of-mind policy only where that restriction was disclosed before purchase. A product is not excluded from statutory remedies merely because it was discounted.

7. Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, incomplete or different from what you ordered, contact support@mokoanandmyrtle.com.au as soon as reasonably possible. Include your order number, a description of the issue and photographs where appropriate.

We may assess the product before confirming the appropriate remedy. We will not require you to deal directly with the manufacturer where we are responsible for providing a remedy under the Australian Consumer Law.

8. How to Request a Return

Email returns@mokoanandmyrtle.com.au before sending any product. Include:

• Your full name;
• Order number;
• Product being returned;
• Reason for the return; and
• Photographs where the product is damaged, faulty or incorrect.

If accepted, we will provide return instructions and the appropriate return reference. Products sent without sufficient identifying information may take longer to process.

9. Return Shipping Costs

For an eligible change-of-mind return, you are responsible for return shipping costs. Original shipping charges are not refundable for a voluntary change-of-mind return unless we expressly agree otherwise.

If a product is confirmed to have a failure covered by the Australian Consumer Law, we will reimburse reasonable return costs or provide another suitable return method. Keep your postage receipt.

10. Return Inspection

Returned products may be inspected to confirm their identity, condition and eligibility. An inspection does not delay or limit a remedy that must be provided under the Australian Consumer Law.

11. Refund Method and Timing

Approved refunds will ordinarily be issued to the original payment method. We aim to process an approved refund within 5–10 business days after completing the necessary assessment.

Financial institutions and payment providers may require additional time to display the transaction. A statutory refund will not be replaced with store credit unless you agree.

12. Original Shipping Charges

Original standard shipping charges may be refunded when required by law, including where an entire order is rejected because of a major failure attributable to us. They are ordinarily not refunded for voluntary change-of-mind returns.

13. Non-Delivery and Cancellation

If we cannot supply an accepted order, we will notify you and refund the affected amount. If delivery is materially delayed, contact us so that we can investigate and provide any remedy required by the Australian Consumer Law or the applicable contract.

14. Partial Refunds

For voluntary returns, we may reduce or refuse a refund where the product has been used, damaged or handled beyond what is reasonably necessary to inspect it. This does not limit remedies for a product that fails a statutory consumer guarantee.

15. Exchanges

Exchanges depend on stock availability. We may process an exchange as a return followed by a new order. If a replacement is required under the Australian Consumer Law, your statutory rights take priority over this voluntary exchange procedure.

16. Store Credit

Store credit may be offered for an eligible change-of-mind return. You do not have to accept store credit where you are legally entitled to a monetary refund.

17. Final-Sale Products

A final-sale designation applies only to voluntary change-of-mind returns. It does not remove consumer guarantees or remedies for faulty, unsafe, misdescribed or otherwise non-compliant products.

18. Returned-to-Sender Orders

If an order is returned because an incorrect address was provided, delivery was refused or the parcel was not collected, we will contact you. Reasonable redelivery or return expenses may be charged where the failed delivery was not caused by us or the carrier.

19. Late or Missing Refunds

If you have received confirmation of a refund but cannot see it, contact your bank or payment provider first. If the expected processing period has passed, email support@mokoanandmyrtle.com.au.

20. Contact

Mokoan & Myrtle
22 Egmont St
Benalla VIC 3672
Australia
Returns: returns@mokoanandmyrtle.com.au
Customer support: support@mokoanandmyrtle.com.au
Phone: +61 3 5762 4186