Returns & Exchanges Policy

At Mumosa & Co, we take great pride in the quality of our products and want every customer to be completely satisfied with their purchase. Please read the following policy carefully, as it outlines your rights and our obligations under Australian Consumer Law.

Order Processing Times

Orders are processed within 1–3 business days unless otherwise stated.
During peak periods, promotional events, or seasonal holidays, processing times may be extended. Customers will be notified of any significant delays.

Shipping & Delivery

Mumosa & Co currently ships within Australia only. All orders are dispatched exclusively through Australia Post to ensure secure, reliable and trackable delivery across all states and territories.

Once dispatched, customers will receive an email containing an Australia Post tracking number. Delivery timeframes are determined by Australia Post and may vary depending on location, public holidays, weather events, and other unforeseen delays outside of Mumosa & Co’s control.

Mumosa & Co is not responsible for:

• Delays caused by Australia Post

• Incorrect shipping information provided by the customer

• Lost or stolen parcels after confirmed delivery

If an order is returned to us due to an incorrect address or failure to collect, the customer will be responsible for paying any re-delivery fees.

Change of Mind

Mumosa & Co does not accept returns or provide refunds for change of mind.
Due to the nature of our products, many of which are personal-use, bath & body, or custom-packed gift items, we cannot resell returned goods for health, safety, and quality reasons.

We kindly ask customers to choose carefully before completing their purchase.

Damaged or Faulty Goods

At Mumosa & Co, we are committed to delivering products that meet the highest standards of quality. If your order arrives damaged or faulty, we sincerely apologise for the inconvenience and will work with you to resolve the issue promptly.

To lodge a claim for a damaged or faulty item, please contact us within 7 days of receiving your order and provide the following:

• Your full name and order number

• A detailed description of the issue

• Clear photographs of the product(s), packaging, and any visible damage

Once your claim is reviewed, and the item is confirmed as damaged or faulty, we will offer one of the following in accordance with Australian Consumer Law:

• A replacement item (subject to availability)

• A store credit

• A refund to the original payment method

In some cases, we may request that the item be returned for assessment before a replacement or refund is issued.
Please note that normal variations in natural materials, minor imperfections from the manufacturing process, or general wear and tear do not classify as faults.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

If your item is faulty or your refund request has been approved, we will email you the return address.

Please ensure the item is securely packaged and includes your order details so we can process your return promptly.

Returns Due to Customer Error

If an incorrect shipping address was provided at checkout or the parcel was not collected, Australia Post may return the order to us. In this case:

• The customer is responsible for additional postage costs to have the order re-sent.

• Refunds will not be issued for parcels returned due to incorrect address or failure to collect.

Exchanges

We do not offer product exchanges unless the product received is incorrect or faulty.

Refund Processing Time

If a refund is approved, it will be processed to the original payment method within 5–10 business days, depending on your bank.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalised.

• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Contact Us

We’re here to support you every step of the way.
If you have any questions regarding your order, shipping, returns, or anything else related to Mumosa & Co, please reach out to our customer care team.

Email: mumosaandco@gmail.com
Response Time: Please allow up to 1–2 business days for a reply.
We aim to respond as quickly as possible and appreciate your patience during busy periods.

For urgent matters regarding damaged or faulty products, please include “URGENT” in the subject line so we can prioritise your request.