Client Care · Australia

Returns & Refund Policy

Last updated: 1 September 2026

Start a Return

Contact MOXII MOUVE

MOXII MOUVE
ABN 58 696 642 190
Support@moxiimouve.com
PO BOX 60 ORMOND VIC 3204

Terms & Conditions

This policy explains how returns, exchanges and refunds are handled by MOXII MOUVE. It should be read with our Terms & Conditions .

00

At a glance

01

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Products must, among other things, be of acceptable quality, be reasonably fit for any disclosed purpose, match their description and correspond with any sample or demonstration model.

If a product has a major failure, you may reject it and choose a refund or replacement, or keep it and claim compensation for the reduction in value, as provided by law.

A major failure may include a product that is unsafe, substantially unfit for its normal purpose, materially different from its description, or affected by a problem that would have stopped a reasonable consumer buying it had they known.

For a minor failure, we may choose to provide an appropriate remedy within a reasonable time, such as a repair or replacement.

If we cannot or do not remedy the failure within a reasonable time, you may be entitled to another remedy under the Australian Consumer Law.

These rights apply to sale, promotional and intimate products. Our voluntary change-of-mind and hygiene exclusions do not limit these statutory rights.

02

Faulty, damaged, incorrect or misdescribed products

Contact us at Support@moxiimouve.com as soon as reasonably practicable if you believe a product:

• has a manufacturing defect;
• was damaged or mishandled during delivery;
• is unsafe;
• is materially different from its description or image;
• is the wrong product or size due to our fulfilment error; or
• otherwise fails a consumer guarantee.

Please provide your order number, a description of the issue and, where reasonably possible, clear photographs.

Reporting shipping damage promptly helps us investigate with the carrier, but a delayed report does not automatically remove any right you have under law.

We are entitled to inspect and assess the product before confirming the appropriate remedy. Inspection will be undertaken within a reasonable time and will not be used to unreasonably delay or deny a lawful remedy.

Where we confirm a qualifying fault, damage, fulfilment error or other failure, we will provide the remedy required by law.

Depending on the circumstances, this may be a repair, replacement, refund or other remedy.

For a major failure, the choice between refund and replacement belongs to the customer where the Australian Consumer Law provides that choice.

We will provide a prepaid return label or reimburse reasonable return-postage costs where required.

Please retain postage receipts. We may provide reasonable packing instructions to protect the item in transit.

Original packaging and attached hang tags are preferred because they assist inspection, but they are not mandatory for a claim concerning a faulty or non-compliant product .

Their absence will not remove rights available under the Australian Consumer Law.

A product will not usually be considered faulty where the issue results from normal wear and tear, accidental damage, misuse, alteration, improper storage, or failure to follow reasonable care instructions.

This does not apply where an underlying defect or inadequate instruction caused or contributed to the problem.

03

Change of mind and incorrect sizing

We do not provide free returns, refunds or credits where you:

• change your mind;
• choose the wrong size or colour;
• decide you do not like the fit or style;
• find the product cheaper elsewhere; or
• no longer need or want the product.

Subject to the exclusions below, we offer a voluntary exchange-only option for eligible products where you request the exchange within 14 calendar days after delivery.

To qualify, the returned product must be:

• unworn other than a brief fit check permitted below;
• unused, unwashed and unaltered;
• in perfect, resaleable condition;
• free from marks, makeup, deodorant, perfume, odour, pet hair and other contamination;
• returned with all original hang tags attached and not removed; and
• returned in its original product packaging, untampered with except as reasonably necessary to inspect the item.

All change-of-mind exchanges are subject to satisfactory inspection.

Acceptance of a return request or issue of return instructions does not guarantee that the returned product will pass inspection.

For an approved sizing or change-of-mind exchange:

• no refund is provided;
• the customer pays all return-postage costs;
• the customer also pays the cost of sending the replacement product;
• the requested replacement is subject to availability; and
• any price difference must be paid before dispatch.

If the requested replacement is unavailable, we may offer another eligible product or store credit at our discretion.

We are not required to provide a cash refund for a change-of-mind purchase.

Do not send a product to us without return authorisation.

Unauthorised returns may be delayed or returned to the sender at the sender's reasonable cost.

04

Intimate garments and hygiene-sensitive products

For health and hygiene reasons, we do not accept change-of-mind returns, sizing exchanges or replacements for intimate or hygiene-sensitive garments, including underwear, briefs, bodysuits with an intimate gusset and any product clearly identified as an intimate or hygiene-sensitive item on its product page.

This exclusion applies even if the customer states that the package was not opened or the item was not tried on, because we may be unable to verify that the garment has not been worn or exposed to hygiene risks.

This hygiene exclusion does not apply where an intimate product is faulty, unsafe, incorrectly supplied, materially misdescribed or otherwise fails a consumer guarantee.

In those circumstances, the customer's rights under the Australian Consumer Law continue to apply.

05

Fit checks

For eligible non-intimate garments, a brief fit check must be conducted carefully, preferably over clean undergarments where appropriate.

A fit check does not permit exercise, extended wear, washing, removal of tags or use that leaves marks, odour, stretching, creasing beyond normal inspection, or other evidence that the item is no longer new and resaleable.

06

Return procedure and inspection

Before returning any product:

We are not responsible for a customer-arranged return that is lost or damaged before it reaches us, except to the extent that we caused or contributed to that loss or the law provides otherwise.

We will inspect returns within a reasonable period after receipt and notify you of the outcome.

If a change-of-mind product does not meet the eligibility conditions, we may decline the exchange and arrange to send the product back at your reasonable cost after notifying you.

If an inspected product does not have the reported fault, we may ask you to pay reasonable inspection or return costs only where permitted by law and after giving you a reasonable estimate of those costs.

07

Refunds

Where a refund is required or approved:

• it will generally be returned to the original payment method;
• we will process it within a reasonable time after approval;
• your bank or payment provider may require additional processing time; and
• we will refund delivery or other consequential amounts where required by law.

We will not require you to accept store credit instead of a refund to which you are legally entitled.

Need help?

Need help deciding which route applies? Read the FAQ for a shorter customer guide, or contact Support@moxiimouve.com before sending anything back.