Refund policy
Returns & Refunds
We want you to love your Momentry Co. purchase. If something isn't right, please contact us at themomentryco@gmail.com and we'll be happy to help.
Change of mind
We accept eligible change-of-mind return requests made within 30 days of delivery.
To be eligible, the item must be unused, in the same condition in which it was received, and in its original packaging. Proof of purchase is required.
Please contact us before returning any item. Do not send a return to the address shown on your parcel without contacting us first, as our products may be fulfilled from different locations and the appropriate return address can vary.
Unless required otherwise by law, customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are not refundable for change-of-mind returns.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as reasonably possible if your item is damaged, faulty, incorrect or significantly different from its description. Where possible, please include your order number and photographs showing the issue so we can assess it promptly.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law.
Where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the problem is major or minor.
Exceptions
Certain products may not be eligible for change-of-mind returns, including personalised or custom-made goods, perishable goods, gift cards, and products that cannot be returned for health or hygiene reasons once opened.
Sale or promotional items may be excluded from our voluntary change-of-mind policy. This does not affect your rights under the Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.
Exchanges
If you would like a different item, please contact us first. Where a change-of-mind return is approved, the simplest option may be to return the original item and place a separate order for the replacement.
Refunds
Once an approved return has been received and assessed, we'll let you know the outcome. Where a refund is due, it will be issued to your original payment method. Processing times after we issue a refund can vary depending on your bank or payment provider.
European Union customers
Where applicable, customers purchasing from the European Union may have additional cancellation and return rights under local law. These statutory rights are not affected by this policy.
Questions about a return?
Contact us at themomentryco@gmail.com before returning an item so we can provide the appropriate instructions.