Returns and refunds
What to do when a product is faulty, damaged, wrong, or simply not what you needed. Your rights under Australian Consumer Law come first, and nothing on this page reduces them.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. In broad terms:
- If a product has a major problem, you can choose a refund or a replacement.
- If the problem is minor, we may choose to repair, replace or refund it.
- You may also be entitled to compensation for other reasonably foreseeable loss or damage.
These rights apply regardless of anything else written on this page or elsewhere on this site, and they are not limited by any time period we set for change of mind returns.
TODO: verify wording against current ACCC guidance before launch. Consumer guarantee wording is set by the ACCC and must match its current published guidance, including the required repair, replacement and refund notice for goods. Do not rely on the paraphrase above. Have the final wording checked before the site takes its first order.
Faulty, damaged or wrong items
Email support@mossfinch.com with your order number, a description of the problem, and photographs of the item and its packaging. Do not throw the packaging away until the matter is resolved.
We will not ask you to pay return postage on a faulty, damaged or incorrectly supplied item, and we will not ask you to deal with the supplier yourself. You bought it from Mossfinch, so it is ours to sort out.
Change of mind
TODO: confirm the change of mind window and who pays return postage before launch.
A change of mind policy is separate from your consumer guarantee rights, and it is set by us rather than by law. It has not been finalised, because it depends on return handling arrangements that are still being confirmed. It will be published here in full, with the exact period, the condition the item must be in, and who pays the postage, before checkout opens.
We are not going to publish a number here that we might have to walk back later.
How to start a return
- Email support@mossfinch.com with your order number and what is wrong.
- We reply within two business days with what to do next, including a return address if one is needed.
- Do not send anything back before you hear from us. A parcel returned to the wrong address can be difficult to recover.
Refunds
Approved refunds go back to the original payment method. We cannot refund to a different card or account.
TODO: confirm refund processing time once the payment processor is chosen. Once the processor is in place, state the number of business days from approval to the money leaving us, and note that the customer’s bank may take additional time after that.
Cancelling before dispatch
If your order has not been dispatched, email us and we will cancel it and refund you in full. Once it has left the supplier we cannot recall it, and it will need to be handled as a return instead.
What we cannot accept back
- Items damaged by use, misuse or attempted modification, unless the fault was there to begin with.
- Items returned without contacting us first, because we may not be able to identify or trace them.
None of this affects a claim under the consumer guarantees described at the top of this page.
If we cannot agree
If you are not satisfied with how we have handled a return, say so directly at support@mossfinch.com and we will look at it again. You can also contact the consumer protection agency in your state or territory, or the ACCC, at any point. We would rather you did that than stay unhappy about it.
Last updated 30 August 2026.