Refund and Return Policy

At Molonglo & Fern, we want you to shop with confidence. This Refund and Return Policy explains how we manage returns, refunds, exchanges, faulty products, damaged products, incorrect products, delivery concerns, and change-of-mind requests for purchases made through our online store.

This policy applies to products purchased through the Molonglo & Fern online store.

1. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees may apply where a product is faulty, unsafe, not of acceptable quality, not fit for its disclosed purpose, does not match its description, does not match a sample or demonstration model, or otherwise fails to meet a mandatory guarantee.

2. Change-of-Mind Returns

In addition to your rights under Australian Consumer Law, Molonglo & Fern accepts eligible change-of-mind returns requested within 14 days of delivery.

The 14-day change-of-mind return period begins on the date your order is recorded as delivered by the carrier.

Change-of-mind returns are offered voluntarily by Molonglo & Fern and do not limit any rights you may have in relation to faulty, defective, damaged, unsafe, incorrect, or misdescribed goods.

3. Eligibility for Change-of-Mind Returns

To qualify for a change-of-mind return, the product must be unused, unworn, unwashed, unaltered, undamaged, free from stains, odours, makeup, deodorant marks, perfume, smoke, pet hair, and other signs of wear or use. All original tags, labels, packaging, protective materials, accessories, inserts, and included components must be returned where applicable.

The return request must be submitted within 14 days of delivery, the product must not be identified as final sale or excluded from change-of-mind returns, and the return must be authorised by our customer support team before the product is sent back.

4. Items Not Eligible for Change-of-Mind Returns

The following products are not eligible for change-of-mind returns unless they are faulty, defective, damaged, unsafe, incorrect, misdescribed, or otherwise covered by Australian Consumer Law:

• underwear and intimate apparel;
• swimwear where the original hygiene protection has been removed, altered, or damaged;
• bodysuits;
• earrings and pierced jewellery;
• personal care or hygiene-related products;
• gift cards;
• customised, personalised, altered, or made-to-order products;
• products clearly marked as final sale;
• clearance products clearly marked as final sale.

5. Sale and Promotional Products

Sale, discounted, and promotional products may be returned for change of mind only where they meet all eligibility requirements in this policy and are not marked as final sale.

Products purchased on sale remain protected by Australian Consumer Law. We do not exclude remedies for products that fail to meet a consumer guarantee merely because they were discounted or purchased during a promotion.

6. Faulty, Damaged, Incorrect, Unsafe, or Misdescribed Products

If you receive a product that is faulty, damaged, incomplete, unsafe, incorrect, or materially different from its description, please contact us as soon as reasonably possible at returns@molongloandfern.com.au.

Please include your full name, order number, checkout email address, a clear description of the issue, photographs or videos of the product, and photographs of the packaging and shipping label where damage or incorrect delivery is involved.

After assessing the issue, we will provide the remedy required under Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, refund, exchange, reimbursement of reasonable return shipping costs, compensation for reasonably foreseeable loss or damage, or another legally required remedy.

7. Major and Minor Failures

Where a product has a major failure under Australian Consumer Law, you may be entitled to reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value.

Where a product has a minor failure, we may choose to repair the product within a reasonable time, replace it, or provide another remedy permitted under Australian Consumer Law.

If a minor failure cannot be remedied within a reasonable time, you may become entitled to further remedies available under Australian Consumer Law.

8. How to Request a Return

To request a return, email returns@molongloandfern.com.au before sending the product back. Please provide your order number, full name, the product you wish to return, and the reason for the return.

If your return is accepted, we will provide return instructions and the applicable return address. Products sent back without prior return authorisation may be delayed or returned to sender for change-of-mind returns. This does not prevent you from exercising rights available under Australian Consumer Law.

9. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for direct return shipping costs.

Where a product fails to meet a consumer guarantee, we will not require you to bear unreasonable return costs. Depending on the circumstances, we may provide a prepaid return label, reimburse reasonable postage costs, arrange collection, or provide another appropriate solution.

For customer-arranged change-of-mind returns, we recommend using a tracked shipping service and retaining proof of shipment until the return has been resolved.

10. Inspection of Returned Products

Returned products will be inspected after arrival. Where a product is returned for change of mind, we may decline or reduce a voluntary refund if it does not meet the eligibility conditions in this policy.

Products that have been worn, washed, altered, damaged, stained, exposed to odours, returned without original tags, or returned without included components may not qualify for a full change-of-mind refund.

This inspection process does not remove or limit consumer guarantee rights for faulty, defective, unsafe, incorrect, damaged, or misdescribed goods.

11. Refund Method and Processing

Approved refunds will generally be issued to the original payment method used for the purchase, unless another method is agreed with you or required by law.

For approved change-of-mind returns, we will process the refund after the returned product has been received and inspected.

For remedies required under Australian Consumer Law, refunds will be provided within a reasonable period appropriate to the circumstances and applicable legal requirements.

After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

12. Original Delivery Charges

For approved change-of-mind returns, original delivery charges are not refundable unless we state otherwise or applicable law requires otherwise.

Where a product fails to meet a consumer guarantee, any entitlement to reimbursement of delivery or related costs will be handled in accordance with Australian Consumer Law.

13. Partial Refunds

Where permitted by law, a partial refund may apply to voluntary returns where only part of an order is returned, a product is missing original accessories or tags, the product shows deterioration beyond reasonable inspection, or non-refundable shipping costs apply to a voluntary return.

Partial refund provisions do not reduce any remedy required under Australian Consumer Law.

14. Exchanges

We do not guarantee direct exchanges for change-of-mind requests. If you require a different size, colour, or style, you may return an eligible product and place a new order.

Where an exchange is offered, it is subject to product availability. Where Australian Consumer Law gives you the right to choose a replacement, that right is not limited by this section.

15. Store Credit

We may offer store credit as an alternative option in some circumstances. Store credit will only be provided with your agreement unless otherwise permitted by law.

Store credit may be used only through the Molonglo & Fern online store and is not redeemable for cash except where required by law.

16. Final Sale Products

Products clearly marked as final sale are not eligible for change-of-mind returns, exchanges, or refunds.

This restriction does not apply where a product is faulty, defective, damaged, unsafe, incorrect, misdescribed, or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

17. Orders Returned to Sender

If an order is returned to us because of an incorrect or incomplete delivery address, refusal of delivery, failure to collect a parcel, or another issue attributable to the customer, we will contact you regarding available options.

Additional shipping fees may apply where reshipment is requested. Where permitted by law, reasonable shipping costs may be deducted from a voluntary refund issued in these circumstances.

18. Late or Missing Refunds

If an approved refund does not appear after the processing period stated by your payment provider, please contact your bank, card issuer, or payment provider first.

If the refund remains unavailable after completing that step, contact support@molongloandfern.com.au with your order number.

19. Contact

For questions about returns, refunds, faulty products, incorrect products, or consumer remedies, contact:

Email: returns@molongloandfern.com.au
Phone: +61 2 6188 4276

Molonglo & Fern
48 Kellway St
Evatt ACT 2617
Australia