Return and Refund Policy

Moon River & Back want you to be completely satisfied with every item that you purchase from us.  We understand that there may be times when you will need to return an item and we aim to make this process as easy and hassle free as possible.

We have a 30-day return policy, which means you have 30 days after purchasing your item to request a return.

We will offer you a refund, exchange, repair, or replacement of the item depending on the reason for the return.

We cannot issue returns or refunds unless you have first contacted Moon River & Back, as we need to assess your claim and issue you with a returns number before you send back any items. Without these, we will be unable to process your return and refund the cost of your item(s).

Change of Mind

If you change your mind about an item you have purchased from us, you can return the item to us within 30 days of purchase and we will happily refund the original purchase price of the item provided the item and packaging is in its original condition, unused and is re-saleable. You will also need to provide the receipt or proof of purchase.

For any change of mind returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or proof of purchase) is to be included in the delivery.

Delivery charges will not be refunded for change of mind.

Damaged, Faulty, Defective, or Incorrect Items

You are entitled to a refund, replacement or credit when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the item:

  • Is faulty or of unacceptable quality
  • Does not match our description or sample
  • Is unfit for the intended purpose (i.e. does not do what it is meant to do).

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer.

If an item has a minor defect, we may provide a repair or offer you a replacement or a refund at our discretion.

If an item has a major defect, you are entitled, within a reasonable time after delivery, to:

  • Reject the goods and receive a refund
  • Reject the goods and receive an identical replacement, or one of similar value if reasonably available to Moon River & Back, or
  • Keep the goods and get some money back in compensation

Please inspect your order upon receipt and contact us immediately if the item is damaged, faulty, defective, or if you receive the wrong item, so that we can evaluate the issue and make it right.

We reserve the right to test or assess any item returned to us to determine whether a product fault or breach of warranty has occurred.

Please note items that are damaged because of normal wear and tear are not considered to be faulty. 

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and goods that have passed their expiry date. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on sale items or gift cards.

How To Return Item(s)

To start a return, contact us at info@moonriverback.com and provide the following information:

  • your name
  • contact details
  • copy of your invoice (proof of purchase)
  • name of the item(s)
  • reason for the return
  • photos if the item(s) which is faulty, damaged, defective, or incorrect

If your return is accepted, we will notify you via email, send you a return number and instructions on how to return your item. Items sent back to us without first requesting a return will not be accepted.

Who pays the delivery charges for the return?

We will cover any associated delivery charges for the return of any faulty, damaged, defective, or incorrect products provided they are returned to us as per the return instructions provided by Moon River & Back. Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any change of mind returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or proof of purchase) is to be included in the delivery.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. Moon River & Back cannot be responsible for any items damaged or lost during return transit. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@moonriverback.com

Moon River & Back must be contacted before returning goods. We can only offer refunds when we have assess your claim and issue you with a returns number.

 Australian Consumer Law

 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 failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price.

The type of remedy Moon River & Back can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.

Return and Refund Questions

You can always contact us for any return questions at info@moonriverback.com