Merchandise Refund Policy
We want you to love your purchase, but if you have changed your mind you can return most unused or unwanted items purchased online, as long as you have your receipt or proof of purchase. You can return your unwanted item via post (postage fees apply).
Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
CHANGE OF MIND
If you have changed your mind, we may offer you a refund provided that the refund
- is made within 30 days of purchase and
- you are able to provide satisfactory proof of purchase (see below); and
- the merchandise is in saleable condition, that is it is unworn or unused with all original sealed packaging or tags attached and where the product seal is not broken or tampered; and
- the item is not subject to the exclusions listed below
- Our team members will assess the item to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery costs are non-refundable for change of mind returns.
EXCLUDED CHANGE OF MIND ITEMS
Please choose carefully when purchasing merchandise designated as a clearance item (either marked as clearance or reduced to clear) as change of mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model etc) may be provided.
Sales to individuals who Mojo believes to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.
If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange.
We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, Mojo may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.
PROOF OF PURCHASE
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:
- Original register receipt tax invoice (electronic or photograph will be accepted)
- Online Tax Invoice (order confirmations will not be accepted)
- Packing slip included in all online purchases
- Original return/exchange receipt/gift receipt
Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Mojo. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If there is a major fault, we will replace the item or offer a refund.
Where an item is damaged through misuse, neglect or abnormal use, Mojo will not provide a refund, exchange or repair.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major fault.
Mojo will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay) except in the following circumstances:
- where a credit or debit card was used to make the purchase, the cardholder and the same card used for the purchase must also be presented and used for the refund, otherwise a Mojo Credit will be provided
- If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet
Where a gift card, was used to purchase goods or services, at the time of the refund a Mojo Credit will be issued. Please note the expiry date of the credit, as a replacement or refund will not be provided, unless required by law.
GIFT OR BONUS WITH PURCHASE OFFERS AND BUNDLED ITEMS
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part)
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Mojo is committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport.
Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Mojo research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
If you wish to access your information held by Mojo in relation to returns, please contact the Mojo Customer Service Centre by emailing firstname.lastname@example.org.