Refund policy

Returns Policy

We want you to love your Mooi Living piece.

If something isn't quite right, we're here to make the return process simple and transparent.

European Union & United Kingdom Customers: If you're ordering from the European Union or United Kingdom, please refer to the EU Right of Withdrawal and UK Cancellation Rights sections below, as additional consumer rights apply to your purchase.

Starting a Return

Returns must be lodged within 30 days of delivery via our Returns Portal using the email you made the purchase with.

For security and tracking purposes, only returns submitted through the portal can be accepted.

Return shipping costs are the responsibility of the customer.

What Can Be Returned

Most full-priced items can be returned if they're not quite right.

To be eligible, items must be:

Unused and unwashed
In original condition
In the original packaging, with packaging in new condition
Unfilled (filled bean bags cannot be returned)
Free from marks, stains, pet hair, odours or damage

Refunds, Store Credit & Exchanges

For eligible full-priced items, you may choose:

Refund
Store Credit
Exchange (subject to availability)

Refunds are generally processed within 48 hours of receiving, inspecting and approving your return.

Please note:

Original outbound shipping charges are not refundable, except where required by applicable consumer law.
Duties, taxes and customs charges are not refundable.
Exchanges incur a new shipping fee.
To avoid missing out on stock, we recommend purchasing your preferred item and selecting a refund for your return.

Sale & Final Sale Items

Sale items are eligible for Store Credit or Exchange only.

Black Friday, Clearance and Factory Seconds items are final sale and cannot be returned due to change of mind.

Free Shipping & Promotional Offers

If your order originally qualified for free shipping and your return reduces the order total below the qualifying threshold, the original shipping cost will be deducted from your refund.

If your order included a Free Gift with Purchase and your return brings the order below the qualifying threshold, the gift must also be returned. If the gift is not returned, its retail value will be deducted from your refund.

International Orders

For all international returns:

Return shipping costs are the responsibility of the customer.
Import duties, VAT, customs clearance fees and other import charges are the responsibility of the customer.
Original outbound shipping charges are not refundable, except where required by applicable consumer law.

If an international order is refused, unclaimed or returned due to unpaid customs charges, any refund will be less the original outbound shipping costs, return shipping costs and any actual customs duties, VAT, taxes, customs clearance fees, storage charges or carrier administration fees incurred by Mooi Living.

European Union – Right of Withdrawal

Under EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order.

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

If your order has already been dispatched, it may not be possible to intercept or cancel the shipment. In this case, you will need to accept delivery before returning the item in accordance with our Returns Policy.

Customers exercising their right of withdrawal are responsible for the direct cost of returning goods to Australia, including return postage and any customs duties, taxes, customs clearance fees or other charges associated with the return shipment.

If a parcel is refused, unclaimed or returned due to unpaid customs charges, any actual return shipping, customs or carrier costs incurred by Mooi Living may be deducted from your refund.

Refunds

Returned goods will be inspected upon arrival before a refund is processed.

Items must be returned in a clean, resaleable condition and must not have been used beyond what is necessary to inspect them. Where goods are returned soiled, damaged or show signs of use beyond reasonable inspection, Mooi Living reserves the right to reduce the refund to reflect any loss in value, in accordance with applicable consumer law.

United Kingdom – Cancellation Rights

Under the UK Consumer Contracts Regulations, you have the right to cancel your purchase from the time you place your order until 14 days after receiving your order.

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

Customers exercising their cancellation rights are responsible for the direct cost of returning goods to Australia, including return postage and any customs duties, VAT, customs clearance fees or other charges associated with the return shipment.

If a parcel is refused, unclaimed or returned due to unpaid customs charges, any actual return shipping, customs or carrier costs incurred by Mooi Living may be deducted from your refund.

Refunds

Returned goods will be inspected upon arrival before a refund is processed.

Packaging & Condition

Items must be returned in their original packaging and suitable condition.

Where original packaging is missing or damaged, a reasonable repackaging fee may apply.

Faulty or Damaged Items

If your item arrives damaged or you believe it is faulty, please email hello@mooiliving.com.au with:

Your order number
A brief description of the issue
Clear photographs of the item and packaging

We'll review your claim and provide a repair, replacement, store credit or refund in accordance with the Australian Consumer Law.

A Gentle Reminder

Our bean bag covers are sold without filling, as clearly stated throughout our website.

Returns due to misunderstanding this product feature are still subject to this Returns Policy, including return shipping costs and any applicable fees.

If you need assistance at any stage, our friendly team is always happy to help via our Contact Page.