We want you to love your balm. If you don't, we'll make it right. This policy explains how refunds, returns and cancellations work for orders placed at mochie.com.au.
0160-day glow guarantee
Use it every day. If you're not happy with your results, contact us within 60 days of your order being delivered and we'll refund the product price in full. For hygiene reasons you don't need to send used balms back.
- The guarantee applies to orders placed directly at mochie.com.au.
- It is limited to one guarantee claim per customer or household.
- It covers up to 3 balms per claim (one Trio).
- Free gifts (like the Jelly Gel Mask or Gua Sha Set) are yours to keep and aren't refunded, as you didn't pay for them.
- Orders bought through other retailers or marketplaces are covered by that seller's policy.
02How to request a refund
Email us at support@mochie.com.au or use our contact page. Include your order number and the email address you ordered with. We reply within 24 hours on weekdays.
Once approved, refunds go back to your original payment method within 5 business days. Your bank may take a further 3 to 10 business days to show it.
03Unopened returns
Changed your mind before opening? You can return unopened, sealed balms within 30 days of delivery for a full refund of the product price. Email us first and we'll send you the return address. Return postage is paid by you unless the item is faulty.
04Damaged, faulty or incorrect items
If your order arrives damaged, faulty or with the wrong item, contact us within 7 days of delivery with your order number and a photo of the issue. We'll send a free replacement or give you a full refund, your choice.
05Skin reactions
If you have a reaction, stop using the product straight away and seek medical advice if needed. Then let us know and we'll refund your order under our glow guarantee.
06Cancellations and changes
You can cancel or change your order free of charge any time before it ships. Message us as soon as possible with your order number. Weekday orders placed before 1pm (Melbourne time) usually ship the same day, so act quickly.
Once an order has shipped it can't be cancelled, but it is still covered by our 60-day glow guarantee.
07Shipping costs
Shipping is free on every order, so there are no shipping costs to refund or deduct.
08Your rights under 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 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.
Nothing in this policy limits your rights under the Australian Consumer Law. Our 60-day glow guarantee is offered in addition to those rights.