Refund policy

1. Background

  • This Returns Policy (‘Policy’) applies to purchases of products from The Mood Food Company Pty Ltd (ACN 642 633 841) (‘we’, ‘us’ or ‘our’).

  • We want you to be completely satisfied with your purchase. You should read this Policy prior to making a purchase from us so you are familiar with:
    • our policy on refunds and returns;
    • your rights under the Australian Consumer Law (‘ACL’);
    • what you can expect from us if you are not satisfied with your order.

  • We offer refunds, returns and replacements in accordance with the ACL and on the terms in this Policy.

  • Any benefits set out in this Policy may apply in addition to consumer's rights under the ACL.

2. Consumer guarantees

  • Under the ACL:
    • Our products come with guarantees that cannot be excluded (‘Consumer Guarantees’). You are entitled to:
      • a replacement or refund if the product is unsafe;
      • a refund for the unused portion of the product (if applicable), or to compensation for its reduced value; and
      • compensation for any other reasonably foreseeable loss or damage.

    • Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

    • If the ACL applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the ACL, the ACL will prevail.

    • Further information about the ACL and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

    • If a product which you purchased from us has a major failure (as defined in the ACL) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

    • If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the ACL) then you may still be entitled to have the goods replaced.

3. Cancellation and change of mind

  • In the event that you receive the products you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:
    • You notify us within 30 days of receipt.
    • The following conditions are satisfied:
      • The product is returned with original receipt; and
      • The product to be returned remains unopened and in good condition.

4. Products damaged during delivery

  • If a product you ordered has been damaged during delivery, please contact us as soon as possible.
    • Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

  • We will arrange to collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 30 days from the date of receiving the product.

5. Exceptions

  • Notwithstanding the other provisions of this Policy, we may refuse to provide a , replacement or refund for a product purchased by you if:
    • you misused the said product in a way which caused the problem;
    • you knew or were made aware of the problem(s) with the product;
    • you asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted; and
    • any other exceptions apply under the ACL.

6. Shipping costs for returns

  • In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the ACL, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

  • If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a replacement or refund under the terms of this Policy (including under the ACL) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

  • If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a replacement or refund under the terms of this Policy (including under the ACL), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

  • In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a replacement or refund under the terms of this Policy (including under the ACL), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response time

We aim to process any requests for replacements or refunds within 10 days of receipt.

8. How to return products

  • Unless otherwise determined in our discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

  • To make a claim for a credit, refund, or replacement, you must:
    • contact the customer support team at hello@moodfoodcompany.com.au;
    • provide proof of purchase; and
    • provide reasonable details about the issues you are experiencing with the products.

  • You may be required to provide a government issued identification to qualify for a credit, refund, or replacement.

  • We need to be satisfied:
    • that the product is faulty;
    • with the cause of the fault; and
    • that the problem with the products was not your fault.

  • We reserve the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.

9. Conditions for claiming a refund

To claim a refund or a credit, the following additional conditions must be met:

  • you must be the original purchaser of the products;
  • you must provide proof of purchase of the products (e.g. receipt or invoice);
  • you may be required to return the product as instructed at the time of notifying the customer support team at hello@moodfoodcompany.com.au; and
  • the products must not have been subject to accident, neglect, abuse, abnormal use or stress misuse, acts of God, improper installation or storage, fire, vandalism or extreme weather condition.

10. Contact us

If you wish to speak to us about this Policy or about any refund, or replacements, please contact us at: hello@moodfoodcompany.com.au.