Change of Mind

We do not offer refunds, returns or exchanges for change of mind. This includes situations where you’ve ordered the wrong item, no longer want the item, or found it cheaper elsewhere. Please choose carefully and contact us with any questions before completing your purchase.

Genuine Issues – When We Will Help

We will arrange a replacement or refund where there is a genuine problem with your order or where the Goods do not meet the guarantees you are entitled to under the Australian Consumer Law (see below), including:

• The item arrives damaged;
• The item is lost in transit and does not arrive; or
• The item has a genuine manufacturing fault.

Your rights under the Australian Consumer Law (ACL)

Nothing in this policy replaces or limits your rights under the ACL. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

How to Make a Claim

To request a replacement or refund for a genuine issue or under the ACL, please:

1. Contact us at support@moodstate.com.au within 2 business days of receiving your order where the packaging is damaged. For items that haven’t arrived, contact us within 2 business days of the expected delivery date. For all other issues, contact as soon as the issue becomes known. These timeframes help us resolve issues quickly but do not limit or replace your rights under the ACL, which may extend beyond this period.
2. Provide your order number, a description of the issue, and — for damaged or faulty items — clear photos of the product and packaging.
3. Keep the item and its packaging until your claim is resolved (unless the issue became known after the packaging was opened), as we may need them to assess the issue or lodge a claim with the carrier. Please don’t use or discard a faulty or damaged item until we’ve confirmed how to proceed.

Assessment & Resolution

• We’ll review your claim and let you know the outcome as quickly as we can. We may ask you to return the item for assessment. Where a damaged or faulty item is approved for return, we’ll cover the cost of return shipping. If for any reason you cover any associated costs with the return, including example delivery costs, where your claim is a valid claim under the Australian Consumer Law.
• Where a fault or damage is confirmed, depending on the failure, we will either dispatch a new or repaired replacement product or refund you the price of the relevant product.
• Approved refunds are issued to your original payment method within 3 business days of the claim being approved. Your bank or card provider may take additional time to process the funds.