Return and refund policy

At MOOD, we want you to love your purchase. If, for any reason, you’re not satisfied, you have 30 days to return it.

Return Policy Overview

  • Return Window: You have 30 days from the day you receive your order to return items.

  • Condition: Items must be unused, in their original condition, with tags and returned with the original packaging.

  • Simple Returns: We've made the process easy. Contact our support team to start your return.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is damaged by the carrier, or defective in any other way.

  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. The customer will be responsible for all international shipping costs for returning the item to our overseas fulfillment center. Shipping costs are non-refundable. Any customs duties, taxes, or import fees that may apply are the responsibility of the customer. We cannot be held liable for packages that are returned or delayed due to unpaid customs fees.


Cancellations

We charge a 15% restocking fee on order cancellations.

 

How to Return an Item

  1. Contact Us: Email our team at hello@moodmelbourne.com with your order number and reason for the return.

  2. Wait for approval: If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

  3. Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.

  4. Return it: Drop off your package at the nearest shipping carrier location, as instructed in the return authorization email.

Refund Process

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

  • Refund: If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exchanges

The most efficient way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item. This ensures the fastest processing and availability of your preferred size or color.

Exceptions / Non-Returnable Items

For hygiene and safety reasons, some items may not be eligible for return. Gift cards or purchases with gift cards are also non-returnable. Non-returnable products will be marked in their description. If you have questions about your specific item, please get in touch.

Damages and issues

Upon receiving your order, please inspect the items immediately. If you find an item is defective, damaged, or incorrect, contact our support team right away so we can resolve the issue.

If your parcel was damaged upon delivery, take a photo and send it to our customer service team as soon as possible. Please note that we cannot issue a refund, credit, or replacement without proof of damage.

Contact Information

Email us at hello@moodmelbourne.com
or call +61370580904

Monday - Friday: 09:00 - 17:00

We answer all your questions within 48 hours.

Trade Name: MOOD Melbourne
Business Address: Unit 2A, 17/F, Glenealy Tower, 1 Glenealy, Central, Hong Kong Island 000000, Hong Kong