Refund Policy

RETURNS AND REFUND POLICY

We offer a 30-day return policy for change-of-mind purchases.

OVERVIEW

This policy is divided into two parts: your mandatory legal rights (when an item is faulty or not fit for purpose) and our voluntary policy (for "change of mind" returns or exchanges). Nothing in this policy limits, restricts, or excludes any rights or remedies provided to you under the Australian Consumer Law (ACL) or the New Zealand Consumer Guarantees Act 1993 (CGA). Your rights under these laws always take precedence over our voluntary policy.

1. Mandatory Consumer Guarantee Returns (Faulty or Not Fit for Purpose)

This section outlines your rights when goods fail to meet the mandatory consumer guarantees under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act 1993 (CGA).

Guarantees & Eligibility:

  • Mora Heritage guarantees that all goods are of acceptable quality, fit for purpose, and match the description provided.
  • If your item has a major fault (e.g., is unsafe, significantly different from the description, or cannot be easily fixed), you are entitled to choose a refund or replacement.
  • If the problem is minor, we will choose to repair the item for free within a reasonable time. If we fail to do so, you may choose a refund or replacement.
  • The "unworn or unused" condition and the 30-day limit do not apply to items that are genuinely faulty under the ACL/CGA.
  • Sale items are subject to the same statutory guarantees as full-price items, unless the specific fault was brought to your attention before purchase.

Mandatory Process for Faulty Goods:

  1. Immediate Contact: Please inspect your order upon receipt and contact us at customercare@moraheritage.com.au if the item is defective, damaged, or incorrect.
  2. Mora Heritage Pays Shipping: If we confirm the item is faulty, we will send you a pre-paid return shipping label and cover all reasonable costs associated with returning the item to us. You should keep receipts for postage costs so you can be reimbursed.
  3. Remedy: We will then offer a repair, replacement, or refund, depending on the severity of the fault, in accordance with the ACL/CGA.

2. Change of Mind Returns (Voluntary)

We offer this voluntary policy for items you simply change your mind about. We are not legally required to offer a remedy if you simply change your mind, but we choose to offer this service to enhance your shopping experience.

  • Return Window: You have 30 days from the date you receive your item to request a return or exchange.
  • Eligibility: To be eligible, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging.
    • Note on Handmade Goods: Due to the nature of our organic and block-printed clothing, natural variations in colour, texture, or pattern placement are common and are not considered defects or faults for the purpose of a return.
  • Exclusions: Unfortunately, we cannot accept returns for change of mind on:
    • Gift cards.
    • Custom products (special orders or personalised items)
    • Permanently marked-down items explicitly tagged as "Final Sale". These are not eligible for cash refunds and can only be returned for a store credit or exchange. Please note that complimentary return shipping is not available for Final Sale items, and any price difference for a higher-priced item must be paid by the customer. Items purchased during temporary promotional events (such as our EOFY Event) remain fully eligible for cash refunds and free domestic exchanges.
    • Personal care goods (such as organic beauty products, oils, or any product where the hygiene seal is broken), hazardous materials, flammable liquids, or gases.

Process & Shipping (Change of Mind):

  1. Request: To start a return, contact us at customercare@moraheritage.com.au
  2. Customer Pays Shipping (Refunds and store credits): The customer is responsible for the cost and risk of return shipping for:
    1. Standard "change of mind" refunds on full-price or promotional event items.
    2. Returns for store credit or exchange on markdown items tagged "Final Sale".
  3. Mora Heritage Pays Shipping (Exchanges): If you request an exchange for an Australian domestic order, we offer free return shipping for the item being sent back to us as a premium service. We will send you a pre-paid return shipping label along with instructions. Customers outside of Australia are responsible for all return shipping costs, including those for exchanges.

3. Exchanges, Refunds, and EU Rights

Exchanges:

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase of the new item. For Australian domestic orders, we will ship the new item free of charge if the exchange is for the same product category (e.g., size swap). International customers will be responsible for the shipping cost of the replacement item.

  • What an Exchange Includes: An exchange covers swapping an item for a different size or colour of the same product, or for a completely different product (subject to price adjustment and stock availability). Exchanges are subject to the item passing a quality review (Section 2 eligibility criteria).
  • Price Differences on Exchanges:
    • If the exchange item is cheaper, we will refund the difference to your original payment method.
    • If the exchange item is more expensive, we will contact you to process a top-up payment for the price difference before shipping the new item. Your exchange will only be processed once this additional payment is received.

Refunds:

  1. We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved.
  2. If approved, you’ll be automatically refunded on your original payment method. Refunds must be for the full amount you paid and provided in the same form as the original payment method, unless otherwise agreed.

  3. Please remember it can take some time (up to 15 business days) 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 refund, please contact us at customercare@moraheritage.com.au


European Union 14 Day Cooling Off Period:

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. As above, your item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Return Shipping Address:

Please note that returns will need to be sent to the following address:
PO BOX 978
WAHROONGA NSW 2076
AUSTRALIA