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Refund Policy

All products are checked prior to sending and care is taken to ensure safe delivery, however if you do receive faulty goods please contact us immediately via email to organise return. We will only accept faulty goods returned in proper condition as set out below. The cost of returning any goods to us is borne by you.

Faulty goods will need to be assessed by our staff and/or manufacturer prior to exchange or refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Change of Mind

Moon Jelly attempts to  accurately display and describe our goods online, however if you find your purchase is not suitable due to size or fit,  we will only accept goods returned in proper condition as set out below. The cost of returning any goods to us is borne by you.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@moonjelly.com.au.

Sale items
Only FULL PRICED items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@moonjelly.com.au as soon as you receive your item to obtain our return shipping address.

Moon Jelly will offer exchange or refunds only within 7 days of the shipping date. If an item is being returned notification via email of your intention to return must be emailed to hello@moonjelly.com.au as soon as the item arrives. A note containing the following must be included with your return parcel

    1.   date of purchase
    2.   order number
    3.   reason for return (faulty, dislike, wrong size)
    4.   action desired (refund, exchange)


Shipping
To return your product, email us at hello@moonjelly.com.au to obtain shipping address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We will only accept returns of goods in the following circumstances:

a. The goods are received by us within seven (7) days from the date the goods were dispatched to you

b. The original receipt is returned to us

c. The original tags have not been removed

d. The goods have not been worn, used, washed, soiled or damaged

e. In the case of faulty goods, no attempt has been made to repair the goods

Provided the goods are returned to us in accordance with the above, we will we will give you a refund or store credit equivalent to the price of the goods purchased

NO REFUND/CREDIT FOR POSTAGE. THIS IS THE RESPONSIBILITY OF THE CUSTOMER
We will only refund shipping charges if we've sent you the wrong item or if the item sent is defective.
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